Experienced Customer Support Group Manager – Leading High-Performing Teams and Delivering Exceptional Customer Experiences in a Fast-Paced Environment

Introduction to blithequark

blithequark is a pioneering technology company that has revolutionized the way people discover and get the best restaurants, grocery stores, and other local shops delivered to their homes or offices. With a strong presence in 23 countries and 129 cities, blithequark has established itself as a leader in the food and retail delivery industry. Our apps, available on iOS and Android, boast the industry's highest reviews, thanks to our unwavering commitment to customer-centricity. We pride ourselves on our lightning-fast customer service, responding to queries in a matter of seconds, in the customer's own language.

At blithequark, we've raised over €707M in financing from esteemed investors, including ICONIQ Capital, Tiger Global, DST, Prosus, KKR, Coatue, 83North, Goldman Sachs, Highland Europe, and EQT Ventures & EQT Growth. Our hard work has earned us numerous accolades, such as being named one of the "Hottest Startups in Europe" by Wired, and our CEO being included in Forbes' 30-under-30 in Consumer Tech list. We're still expanding rapidly and are on the lookout for talented individuals to join our team.

About the Role

We're seeking an experienced Customer Support Group Manager to lead our high-performing teams and deliver exceptional customer experiences. As a seasoned professional, you will work closely with team leads to ensure that we provide top-notch customer experience to all our customers, including Restaurant and Retail partners, end-users, and our Courier Partners. Your expertise will be instrumental in guiding and mentoring team leads to improve and reach their KPIs, as well as sharing information and providing training on new work procedures and product features.

Key Responsibilities

• Collaborate with team leads to provide great customer experience to all customers, including Restaurant and Retail partners, end-users, and Courier Partners
• Guide and mentor team leads to improve and reach their KPIs
• Share information and provide training on new work procedures and product features
• Improve the hiring process, focusing on well-being and creating long-term career paths, in collaboration with Team Leads and the HR team
• Proactively identify areas of improvement and collaborate with relevant stakeholders to execute strategic plans

Qualifications and Requirements

To excel in this role, you should have at least 5 years of experience as a Team Lead in the world of customer service. You should be motivated by developing and building teams, people, and CX programs. A proven track record of leading consumer-facing large-scale support teams through changes in a fast-paced environment is essential. You should be data-driven, relying on numbers to make decisions, especially when it comes to scaling efficiently.

Additionally, you should enjoy mapping areas of improvement and opportunities while collaborating cross-functionally and managing CX programs end-to-end. As a master multitasker, you should be able to juggle multiple priorities simultaneously. A passion for food and a constant hunger to learn and improve are also essential. Fluency in Hebrew and English is required.

Essential Skills and Competencies

• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Proven experience in customer service and CX program management
• Data-driven decision-making skills
• Ability to work in a fast-paced environment and adapt to changes
• Strong problem-solving and analytical skills
• Fluency in Hebrew and English

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to the growth and development of our employees. As a Customer Support Group Manager, you'll have access to opportunities for professional development, training, and mentorship. You'll be part of a dynamic team that values innovation, creativity, and collaboration. Our fast-paced environment will challenge you to grow and adapt, and you'll have the chance to make a real impact on our customers and our business.

Work Environment and Company Culture

blithequark is more than just a food and retail delivery operation – we're a technology company built on a solid foundation of state-of-the-art technology. Our internal tooling enables us to ramp up new cities efficiently and provide excellent customer service. We work in small teams with high ownership, and each team member has a say in where we're going and what solutions we implement. We're passionate about our work, but we also know how to have fun along the way.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, as well as a range of perks and benefits that reflect our commitment to our employees' well-being and happiness. These may include flexible working hours, opportunities for professional development, and access to the latest technology and tools. We're dedicated to creating a positive and supportive work environment that allows our employees to thrive.

Conclusion

If you're excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then we want to hear from you. As a Customer Support Group Manager at blithequark, you'll have the chance to make a real impact on our customers and our business. You'll be part of a dynamic team that values innovation, creativity, and collaboration. So why wait? Apply today and join the blithequark team on our mission to revolutionize the food and retail delivery industry.