Experienced Customer Happiness Team Lead – Driving Exceptional Customer Service and Team Performance in a Fast-Paced and Dynamic 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 since insured over a million drivers. As we continue to scale and expand our product portfolio, our focus remains on positively impacting the lives of our customers. We believe that by providing exceptional financial services, we can empower individuals to achieve their goals and pursue their dreams.

Our company culture is built on a foundation of progress, collaboration, and creativity. We strive to create an environment where our team members feel empowered to take ownership of their work, share their ideas, and learn from one another. We believe in taking calculated risks, experimenting with new approaches, and continuously improving our processes to meet the evolving needs of our customers.

How We Work

At blithequark, we are committed to fostering a culture of autonomy, ownership, and clear direction. We achieve this through bi-annual planning sessions, where we set clear goals and objectives that align with our company vision. Our teams are organized into three tribes: Acquisition, Retention, and Claims, each with multiple teams working cross-functionally to drive exceptional results.

We are excited about the challenges that lie ahead and are looking for talented individuals to join our team. If you are passionate about delivering exceptional customer service, driving team performance, and contributing to a dynamic and fast-paced environment, we encourage you to explore our Culture Handbook to learn more about life at blithequark.

Customer Operations at blithequark

Our Customer Operations team is at the heart of our business, providing support to customers throughout their journey with us. 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 success.

Our Customer Happiness team is on the frontline, working tirelessly to provide accessible, efficient, and knowledgeable customer service. We strive to be the most customer-centric team in the insurance industry, and we are looking for a talented Team Lead to join our ranks.

Role Description

As a Customer Happiness Team Lead at blithequark, you will be responsible for leading a team of up to 10 customer retention executives, driving performance to achieve our business goals. You will nurture and develop your team, participate in recruitment and induction, and build an excellent level of product knowledge to drive improvements in service quality and customer experience.

You will be proactive in reviewing processes, thinking of new and more efficient ways to tackle challenges, and suggesting improvements across the department. You will measure, analyze, and report on team performance, taking appropriate steps to improve outcomes and ensure regulatory and business standards are met.

Key Responsibilities

• Nurture and develop a team of Customer Retention Executives to achieve their full potential
• Participate in the recruitment, induction, and development of staff to ensure a high-performing team
• Build an excellent level of product knowledge and proactively drive improvements in service quality and customer experience
• Suggest and support process improvements and new initiatives across the department, facilitating team implementation where required
• Measure, analyze, and report on team performance, taking appropriate steps to improve outcomes and ensure regulatory and business standards are met
• Guide agents on soft skills to retain and grow our customer base, driving business success and customer loyalty

What You Will Achieve in Your First 12 Months

In your first 12 months as a Customer Happiness Team Lead at blithequark, you will:

• Lead the day-to-day operations of a growing team of executives, ensuring 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, initiating and overseeing changes that benefit our customers, teammates, and the company
• Review processes and recommend changes to help us scale more efficiently, conducting quality assurance reviews and highlighting missed opportunities and areas for improvement

Who You Are

To succeed as a Customer Happiness Team Lead at blithequark, you will:

• Have solid experience in a similar team leader role in a fast-changing contact center environment
• Be resilient, proactive, and biased towards action, with a passion for working as part of a team
• Have a proactive mindset, always thinking of ways to improve processes and drive exceptional customer service
• Be able to inspire and nurture employees to ensure they achieve their potential, with a strong customer service mindset and commercial acumen
• Be eager to grow and develop with the business, with a desire to learn and take on new challenges

Essential Experiences

To be considered for this role, you will:

• Have at least 5 years of customer service experience, with at least 1-2 years in a managerial position
• Have experience leading a team and coaching those you manage to achieve their goals
• Have first-hand experience speaking to customers and driving exceptional customer service
• Have experience hiring and scaling a team, with an understanding of what good performance looks like
• Be fluent in English, with excellent communication and interpersonal skills

Perks of the Job

At blithequark, we offer a range of perks and benefits to support your well-being, growth, and development, 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, plus 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 access to top-notch healthcare services

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 with someone from our Operations Leadership Team to discuss your experience and skills
• A culture interview to assess your fit with our company values and culture

We will keep you informed throughout the process and provide feedback where possible. However, due to the high volume of applications we receive, we may not be able to provide individual feedback on each application.

Join Our Team

At blithequark, we are committed to hiring without judgment, prejudice, or bias. We believe that everyone deserves an equal opportunity to succeed and grow with our company. If you are passionate about delivering exceptional customer service, driving team performance, and contributing to a dynamic and fast-paced environment, we encourage you to apply for this role.

We look forward to receiving your application and exploring how you can contribute to our team's success. Apply now to join our team and start your journey with blithequark today!