Experienced Customer Operations Team Lead – Driving Exceptional Customer Experience and Team Performance in a Fast-Paced Environment at blithequark

About blithequark At blithequark, we are passionate about building financial products that accelerate economic freedom for people who move across borders. Our journey began with car insurance, and we have successfully insured over a million drivers. As we continue to scale and expand our product portfolio, we are committed to positively impacting the lives of tens of millions of people who face overlooked financial challenges when moving countries. Our mission is to provide innovative financial solutions that cater to the unique needs of our customers, and we are excited about the opportunities that lie ahead. How we work We take pride in the culture we have created at blithequark, which is built on the principles of progress, collaboration, and creativity. We believe in taking small steps every day to achieve big milestones, and we encourage our team members to share their ideas, experience, and knowledge to solve problems together. We are not afraid to take risks, think outside the box, and experiment with new approaches to meet our customers' needs. Our culture is centered around autonomy, ownership, and clear direction, which enables our team members to take ownership of their work and make a meaningful impact. We collaborate twice a year to set clear goals and objectives that align with our company vision, and we work together to achieve them. Our Customer Operations Team Our Customer Operations team is at the heart of our business, providing exceptional customer care and support throughout the customer journey. From purchasing their first policy to managing adjustments, financial queries, and renewals, our team is dedicated to delivering an amazing experience that retains customer loyalty and drives business growth. We have two key teams within Customer Operations: Customer Happiness and Customer Retention. Our Customer Happiness team is on the frontline, working hard to provide accessible, efficient, and knowledgeable customer service. Our Customer Retention team focuses on ensuring that customers love us and stay with us as long as we can provide the best service possible, by problem-solving their needs and providing tailored solutions. Role Description We are looking for an experienced Customer Operations Team Lead to join our team and drive performance to achieve our business goals. As a Team Lead, you will be responsible for leading a team of up to 10 customer retention executives, nurturing and developing them to deliver best-in-class customer service, and meeting team KPIs. You will be proactive in reviewing processes and thinking of new and more efficient ways to tackle challenges, and you will participate in the recruitment, induction, and development of staff. You will also build an excellent level of product knowledge and drive improvements in service quality, leading to enhanced customer experience and business outcomes. Key Responsibilities Nurture and develop a team of Customer Retention Executives to deliver exceptional customer service and meet team KPIs Participate in the recruitment, induction, and development of staff to ensure that our team has the skills and knowledge needed to succeed Build an excellent level of product knowledge and proactively drive improvements in service quality, leading to enhanced customer experience and business outcomes Suggest and support process improvements and new initiatives across the department, and facilitate team implementation where required Measure, analyze, and report on team performance, and take appropriate steps to improve that performance Ensure regulatory and business standards are met, and guide agents on soft skills to retain and grow our customer base What you will achieve in your first 12 months at blithequark In your first 12 months as a Customer Operations Team Lead at blithequark, you will have the opportunity to make a significant impact on our business. You will lead the day-to-day operations of a growing team of executives, ensuring that we are on track to hit our ambitious KPI targets. You will manage and coach team members, supporting them in the development of their knowledge and skills, and contributing to the setting of the team's strategic goals. You will also review processes and recommend changes to help us scale more efficiently, and conduct quality assurance reviews to highlight missed opportunities and areas for improvement. Key Achievements Lead the day-to-day operations of a growing team of executives, ensuring that we are on track to hit our ambitious KPI targets Manage and coach team members, supporting them in the development of their knowledge and skills Contribute to the setting of the team's strategic goals, and initiate and oversee changes that benefit our customers, teammates, and the company Review processes and recommend changes to help us scale more efficiently, and conduct quality assurance reviews to highlight missed opportunities and areas for improvement Who you are We are looking for a talented and experienced Customer Operations Team Lead who is passionate about delivering exceptional customer experience and driving team performance. You will have solid experience in a similar team leader role in a fast-changing contact center environment, and a proven track record of success in leading teams to achieve business goals. You will be resilient, proactive, and have a bias for action, with a strong customer service mindset and commercial acumen. You will be an inspiring leader who can nurture and develop team members to achieve their potential, and you will be committed to growing and developing with the business. Essential Experiences 5 years of customer service experience, with at least 1-2 years in a managerial position Experience leading a team and coaching team members to achieve their goals Experience speaking to customers and understanding their needs and concerns Experience in hiring and scaling a team, and an understanding of what good performance looks like Fluency in English Perks of the job At blithequark, we offer a range of perks and benefits to our team members, including: Flexi-office working, with the option to spend at least 2 days a week in our office and the rest working remotely Learning and development opportunities, with personal budgets for books and training courses, and 2 days a year to further your skillset Mental wellbeing support, with access to therapy and mental health sessions A competitive bonus scheme, designed to reward and recognize high performance A range of other benefits, including a SZÉP card, sabbatical leave, work-from-anywhere options, and a Medicover Blue package Our Process Our recruitment process typically involves three stages: An initial call with someone from our Talent team, to discuss your application and answer any questions you may have A skill-based interview, where you will have the opportunity to discuss your previous experience and skills with someone from our Operations Leadership Team A culture interview, to check that your work style fits our processes and values Everyone belongs at blithequark We are committed to hiring without judgment, prejudice, or bias, and we encourage everyone to apply for our open roles. We believe that diversity and inclusion are essential to our success, and we are working hard to build an inclusive culture that empowers our people to do their best work, have fun, and feel that they belong. Recruitment privacy policy We take privacy seriously at blithequark, and our Recruitment privacy notice explains how we process and handle your personal data. You can find out more by viewing our notice here. If you are a motivated and experienced Customer Operations Team Lead who is passionate about delivering exceptional customer experience and driving team performance, we would love to hear from you. Please apply for this role to join our team and contribute to the success of blithequark.