Experienced Virtual Customer Service Manager – Leading Remote Teams to Deliver Exceptional Customer Experiences in E-commerce and Home Furnishings

Introduction to blithequark

At blithequark, we are passionate about creating an unparalleled customer experience that sets us apart in the e-commerce and home furnishings industry. Our award-winning Customer Service Team is the backbone of our success, leveraging technology and human empathy to build trust and loyalty with our customers. As a leader in online home shopping, we are committed to making every interaction with blithequark a seamless and delightful experience. We are now seeking an experienced Virtual Customer Service Manager to join our team and lead our remote customer service operations in the West region.

About the Role

As a Virtual Customer Service Manager at blithequark, you will be responsible for managing a team of 18-20 customer service consultants who are dedicated to resolving post-order issues, addressing customer inquiries, and providing exceptional support to our customers. You will work closely with your team to ensure that every customer interaction is handled with professionalism, empathy, and a commitment to resolving issues efficiently. Your leadership and coaching will be instrumental in driving customer satisfaction, resolution targets, and sales opportunities.

Key Responsibilities

• Manage and supervise a team of customer service consultants, providing guidance, coaching, and feedback to ensure exceptional customer experiences
• Conduct side-by-side observations, quality assurance reviews, and call monitoring to evaluate performance and identify areas for improvement
• Develop and implement strategies to close performance gaps, improve customer satisfaction, and increase sales opportunities
• Collaborate with Talent Management and Senior Leadership to address employee issues, develop talent, and drive business results
• Interview and recommend candidates for hire, ensuring that new team members align with blithequark's values and customer service standards
• Analyze trends and historical data to inform business decisions, optimize processes, and improve customer outcomes
• Respond to escalated customer service inquiries, requests, or complaints, resolving issues efficiently and professionally

Requirements and Qualifications

To be successful in this role, you will need to possess strong problem-solving skills, analytical thinking, and excellent communication and relationship-building skills. You should have a proven track record of managing high-performing teams, closing performance gaps, and driving customer satisfaction. A Bachelor's Degree or equivalent customer-facing and management work experience is required.

Essential Qualifications

• Strong problem-solving skills and analytical thinking
• Proven ability to close performance gaps and drive customer satisfaction
• Excellent communication, coaching, and relationship-building skills
• Ability to work in a fast-paced environment, prioritizing multiple tasks and responsibilities
• Bachelor's Degree or equivalent customer-facing and management work experience

Preferred Qualifications

• Experience in e-commerce, home furnishings, or a related industry
• Knowledge of customer service software, technology, and tools
• Certifications or training in customer service, leadership, or management
• Experience with data analysis, trend identification, and process improvement

Skills and Competencies

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

• Strong leadership and management skills, with the ability to motivate and inspire remote teams
• Excellent communication, coaching, and feedback skills, with the ability to adapt to different communication styles and preferences
• Strong problem-solving and analytical skills, with the ability to think critically and creatively
• Ability to work in a fast-paced environment, prioritizing multiple tasks and responsibilities while maintaining attention to detail and quality
• Strong customer focus, with a commitment to delivering exceptional customer experiences and resolving issues efficiently

Career Growth and Development

At blithequark, we are committed to the growth and development of our employees. As a Virtual Customer Service Manager, you will have access to training, coaching, and development opportunities to help you build your skills and advance your career. You will be part of a dynamic and supportive team, with opportunities to collaborate with other leaders and contribute to the success of our organization.

Work Environment and Company Culture

blithequark is a remote-friendly company, offering flexible work arrangements and a collaborative, dynamic work environment. Our company culture is built on a foundation of innovation, creativity, and customer obsession. We value diversity, equity, and inclusion, and we are committed to creating a workplace where everyone feels welcome, valued, and empowered to contribute.

Compensation and Benefits

The salary range for this position is $59K-65K, depending on location, job-related knowledge, skills, and experience. In addition to a competitive salary, we offer a range of benefits, including restricted stock units, medical, financial, and other benefits. We are committed to providing a comprehensive compensation package that recognizes and rewards your contributions to our organization.

Conclusion

If you are a motivated and experienced customer service leader looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Virtual Customer Service Manager at blithequark, you will have the chance to make a real difference in the lives of our customers, while building a rewarding and challenging career with a dynamic and innovative company. Don't miss out on this opportunity to join our team and contribute to the success of blithequark. Apply now and take the first step towards an exciting and fulfilling career in customer service leadership.