Experienced Customer Care Manager – Quality & Training Leadership with AI-Driven Innovation

About blithequark blithequark is the leading AI + Human professional services platform, on a mission to revolutionize how people access expert help. Since its inception, blithequark has connected millions of customers across 196 countries with verified professionals in real-time—anytime, anywhere. With a powerful combination of human expertise and cutting-edge AI, blithequark is transforming the future of professional services. Rooted in boldness, humility, and innovation, blithequark takes a data-driven approach to solving complex problems and continuously improving through Lean principles. About the Role At blithequark, we’re on a mission to deliver world-class customer experiences. As the Quality & Training Manager for our Customer Care (COM) team, you’ll be at the heart of that mission — ensuring every interaction reflects excellence, empathy, and consistency. This role goes beyond managing processes: you’ll shape how quality is defined, measured, and elevated, while championing the integration of cutting-edge AI tools like ChatGPT and Prompt Studio to transform the way we train and support our global teams. Key Responsibilities In this critical role, you will: Own the Quality & Training agenda for the COM team, building frameworks and processes that keep our standards world-class. Continuously refine agent workflows — from onboarding to handling new product or policy updates — ensuring efficiency and clarity. Keep our knowledge base alive and sharp, so every process is well-documented and easy to follow. Act as the go-to Quality & Training partner for our Manila BPO teams, collaborating with BPO leadership to enhance training effectiveness, design coaching strategies, and close performance gaps. Run periodic quality reviews and performance analyses to ensure KPIs don’t just get met — they get exceeded. Be the voice of AI in Quality & Training — embedding ChatGPT, Prompt Studio, and other tools into daily operations. Translate AI insights into smarter training materials, sharper coaching, and better agent performance. Set the roadmap for AI adoption in Customer Care, ensuring blithequark stays ahead of the curve. Essential Qualifications To succeed in this role, you will need: At least 5+ years in Quality & Training management, with 3+ years partnering with BPOs. Proven success in building processes, improving training outcomes, and driving measurable quality improvements. Ability to lead and develop teams, conduct calibrations, and align global stakeholders. Strong stakeholder management and influencing skills. Curiosity and hands-on experience applying AI tools (e.g., ChatGPT, Prompt Studio) to enhance QA and training. Willingness to champion AI adoption across Customer Care. Preferred Qualifications While not required, the following qualifications are preferred: Experience working in a fast-paced, high-growth environment. Knowledge of Lean principles and data-driven decision-making. Familiarity with customer service software and technology. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Skills and Competencies To excel in this role, you will need to possess the following skills and competencies: Strategic thinking, decision-making, conflict management, stakeholder management, and process optimization. Data-driven, lean, humble, courageous, innovative; thrives in a fast-paced, high-growth environment. Strong leadership and team management skills. Excellent communication and interpersonal skills. Ability to work in a remote-first environment and collaborate with global teams. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Quality & Training Manager, you will have access to: Opportunities for professional growth and advancement. Training and development programs to enhance your skills and knowledge. A supportive and collaborative work environment. Flexible, remote-first work arrangements. Equitable rewards and recognition programs. Work Environment and Company Culture At blithequark, we pride ourselves on our mission-driven culture, which values bold ideas, continuous learning, and global collaboration. Our team is passionate about making a real impact, and we offer a supportive community where your contributions truly matter. We are committed to an inclusive workplace and welcome people from all backgrounds who seek the opportunity to help build a future where professional services are readily available to all. Compensation, Perks, and Benefits blithequark offers a competitive compensation package, including: A salary range that reflects your experience and qualifications. A comprehensive benefits package, including health, dental, and vision insurance. A 401(k) retirement savings plan with company match. Flexible, remote-first work arrangements. Opportunities for professional growth and advancement. Equitable rewards and recognition programs. Conclusion If you are a motivated and experienced Quality & Training Manager looking to make a real impact, we encourage you to apply for this exciting opportunity. At blithequark, we are committed to delivering world-class customer experiences, and we need talented professionals like you to help us achieve our mission. Join our team and be part of something bigger, helping people, one answer at a time. Our blithequark Promise: We strive together to make the world a better place, one answer at a time. blithequark's mission is to help people. We do this by connecting our members with verified Experts to help answer life's questions and solve problems. It’s not every day in your life that you get to be a part of a simple yet powerful mission. We pride ourselves in doing things the blithequark Way: Data-driven: Data decides, not egos. Courageous: We take risks and challenge the status quo. Innovative: We're constantly learning, creating, and adapting. Lean: We focus on customers, using lean testing to learn how to serve them best. Humble: Past success is not a guarantee of future success. If these values matter to you, come join the team at blithequark. We welcome people from all backgrounds who seek the opportunity to help build a future where professional services are readily available to all. If you have curiosity, passion, and a collaborative spirit, come work with us. blithequark is committed to an inclusive workplace and is an equal opportunity employer that does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status.