Experienced Customer Support Lead for Insurance and Retirement Benefits Platform – Delivering Exceptional Customer Experiences through Strategic Leadership and Operational Excellence

Welcome to blithequark

blithequark is revolutionizing the insurance and retirement benefits landscape by making these services as accessible as modern software. Our mission is to create a more delightful and accessible experience for this generation of employees. We achieve this through our innovative blithequark Platform, the world's first fully integrated benefits platform, and blithequark Embed, our embedded insurance and retirement product for platforms. Today, we proudly support hundreds of companies and thousands of employees from some of Europe's most exciting and progressive employers.

Founded in 2022, blithequark has secured €20m in funding from Europe's top technology investors, including Eurazeo, EQT Ventures, Northzone, Frontline, and notable angels such as Job Van Der Voort of Remote, Romain Huet, formerly of Stripe, now Open AI, and David Clarke, formerly of Workday. Our investors have a proven track record of backing successful companies like Spotify, Airbnb, Klarna, Truelayer, Snapchat, Workday, Personio, Workvivo, Pointy, Workable, Wayflyer, and more.

Role Overview

As a start-up, blithequark offers a unique opportunity for our Customer Support Lead to have a direct and lasting impact on our customers, product, and growth. This role is pivotal in shaping the support experience for both our employer and employee users. You will be responsible for setting up and owning our support operations, combining strategic thinking with hands-on execution to build scalable operations and high-quality customer interactions.

This position sits at the intersection of multiple functions, relying on close collaboration with various teams to deliver a seamless customer experience. You will work closely with the Customer Success team to own the overall customer relationship and experience, the Benefits team on provider-related admin tasks, and the Platform Product team to support product configurations, report bugs, and relay user feedback on both web and mobile apps.

Key Responsibilities

• Manage employer and employee support operations, ensuring prompt and effective resolution of queries across channels (email and chat).
• Configure, maintain, and continuously improve our helpdesk tools, tailoring workflows for efficiency and internal and external user experience.
• Collect, analyze, and report on support metrics, including contact rate, response speed, resolution time, and CSAT, to drive performance improvements.
• Design and refine support workflows and SOPs that promote efficiency, consistency, and alignment, incorporating automation and AI-driven solutions where appropriate.
• Oversee the creation and maintenance of self-service resources, including FAQs, video tutorials, and contextual product tooltips.
• Develop a quality assurance assessment framework to evaluate support interactions and establish a foundation for continuous improvement.
• Define support OKRs and execute performance reviews with data and strategic insight.
• Surface structured and contextualized customer feedback and identify opportunities for product enhancements.

About You

To succeed in this role, you should have experience building or scaling customer support operations, ideally in a startup or high-growth environment. You enjoy balancing big-picture strategy with day-to-day execution and are excited about the opportunity to shape a function from the ground up.

You are hands-on and resourceful, with a strong sense of ownership and initiative. You are comfortable making decisions and setting direction in ambiguity, and you have a sharp eye for detail and a systems thinker's mindset. This enables you to critically think about product and policy changes and foresee their impacts on customers' experiences.

You are empathetic and people-centric, always looking to improve the experience of both customers and peers. You have excellent communication skills, both internally and externally, and know how to advocate for the customer.

Essential Qualifications

• Experience in customer support operations, preferably in a startup or high-growth environment.
• Proven ability to balance strategic thinking with hands-on execution.
• Strong sense of ownership and initiative, with the ability to make decisions and set direction in ambiguity.
• Empathetic and people-centric, with excellent communication skills.
• Ability to work in a fast-paced environment and adapt to changing priorities.

Preferred Qualifications

• Experience with helpdesk tools and technology.
• Knowledge of automation and AI-driven solutions for customer support.
• Familiarity with customer support metrics and analysis.
• Experience in creating and maintaining self-service resources.
• Background in quality assurance and continuous improvement.

Skills and Competencies

To excel in this role, you will need to possess a combination of skills and competencies, including:

• Strategic thinking: Ability to develop and implement strategic plans to improve customer support operations.
• Problem-solving: Skill in analyzing problems and developing effective solutions.
• Communication: Excellent communication skills, both written and verbal, to effectively interact with customers and internal stakeholders.
• Collaboration: Ability to work closely with various teams to deliver a seamless customer experience.
• Adaptability: Willingness to adapt to changing priorities and workflows in a fast-paced environment.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As our Customer Support Lead, you will have opportunities to:

• Develop and implement strategic plans to improve customer support operations.
• Collaborate with various teams to deliver a seamless customer experience.
• Stay up-to-date with the latest trends and technologies in customer support.
• Participate in training and development programs to enhance your skills and knowledge.
• Take on additional responsibilities and contribute to the growth and success of the company.

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic and inclusive work environment. We value diversity and promote a culture of equality, respect, and empathy. Our team is passionate about delivering exceptional customer experiences, and we are committed to making a positive impact on the lives of our customers.

As a member of our team, you can expect:

• A collaborative and supportive work environment.
• Opportunities for growth and development.
• A culture that values diversity, equality, and respect.
• A dynamic and fast-paced work environment.
• A team that is passionate about delivering exceptional customer experiences.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package and a range of perks and benefits, including:

• Health Insurance via blithequark (€1,600 toward a plan of your choice).
• Workplace Pension with matched contributions up to 5% via blithequark.
• WFH stipend to support your home office needs.
• Generous Paid Time Off - work hard and take the time you need.
• Annual company-wide offsite and dedicated team offsite.

Conclusion

If you are a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As our Customer Support Lead, you will play a critical role in shaping the support experience for our customers and contributing to the growth and success of blithequark.

At blithequark, we are committed to delivering exceptional customer experiences and making a positive impact on the lives of our customers. We value diversity, promote a culture of equality and respect, and offer opportunities for growth and development.

Join our team and be part of a dynamic and inclusive work environment that is passionate about delivering exceptional customer experiences. Apply now to become our Customer Support Lead and take the first step in an exciting and rewarding career with blithequark.