Introduction to blithequark
At blithequark, we are passionate about delivering exceptional customer experiences that exceed expectations. With over 200 million individuals worldwide enjoying our services, we strive to ensure that every interaction with our brand is seamless and enjoyable. Our Customer Service (CS) team plays a vital role in achieving this goal, and we are now seeking an experienced Customer Service Product Manager to join our team.
About the Role
The CS Technology group is an essential part of the Customer Support Association, responsible for ensuring that the right CS tools and technologies are in place and functioning optimally to support the operation, growth, and scalability of the Customer Care business now and in the future. As a Product Manager, you will lead and manage development in improving our people's and support specialists' experience with our contact center platform. You will collaborate with design, engineering, operations, and data engineering teams, as well as third-party solution providers, to deliver a top-tier platform experience that enables our Customer Support team to provide an exceptional customer experience.
Key Responsibilities
- Provide product management services to our contact center platform, including new feature adoption, feature enhancements, data pipelines, APIs, and integrations with our internal tools through close collaboration with our third-party solution providers.
- Assist in defining the strategy, capture requirements, clarify prioritization, identify dependencies, mitigate risks and obstacles, communicate, and create a roadmap.
- Collaborate with every CS functional team to better understand their vision and challenges and deliver the best possible solutions together.
- Manage integrations and adoption of products, including through close collaboration with our engineering and data scientist teams, as well as third-party solution providers or potential consulting firms.
- Embrace differences in support expectations in various regions around the world and design experiences accordingly.
- Extend product management responsibility to other tools as business needs arise.
- Embody the unique blithequark culture and values.
Essential Qualifications
To be successful in this role, you will need to have:
- 2+ years of experience in product management for consumer or internal-facing products.
- Ability to make difficult decisions informed by both data and judgment.
- Deep focus on delivering an exceptional customer and specialist experience.
- Demonstrated track record of implementing projects that quantifiably improved customer and specialist experiences.
- Organizational leadership and influence without authority.
- Excellent written and verbal communication skills: great updates and presentations, ability to build trust and create collaborative relationships cross-functionally.
Preferred Qualifications
While not essential, the following qualifications are highly desirable:
- Related experience working with CCaaS, CPaaS, UCaaS, and CRM products, whether third-party or in-house build.
- Related experience focusing on Customer Support.
- Experience working on global products is also beneficial.
Skills and Competencies
To excel in this role, you will need to possess:
- Strong product management skills, with the ability to prioritize and manage multiple projects simultaneously.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with cross-functional teams.
- Strong analytical and problem-solving skills, with the ability to analyze complex data and make informed decisions.
- Ability to work in a fast-paced environment, with a strong focus on delivering results and meeting deadlines.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Customer Service Product Manager, you will have access to:
- Ongoing training and development opportunities to enhance your skills and knowledge.
- Opportunities to work on high-impact projects that drive business results.
- A collaborative and supportive work environment that encourages innovation and creativity.
- Regular feedback and coaching to help you achieve your career goals.
Work Environment and Company Culture
At blithequark, we pride ourselves on our unique and dynamic company culture. As a Customer Service Product Manager, you will be part of a team that values:
- Innovation and creativity, with a focus on delivering exceptional customer experiences.
- Collaboration and teamwork, with a strong emphasis on cross-functional partnerships.
- Continuous learning and growth, with opportunities for professional development and advancement.
- Diversity and inclusion, with a commitment to creating a welcoming and inclusive work environment.
Compensation, Perks, and Benefits
At blithequark, we offer a competitive compensation package, including:
- A salary range of $28-$35 per hour, depending on experience.
- A comprehensive benefits package, including health, dental, and vision insurance, as well as a 401(k) matching program.
- Opportunities for professional growth and development, including ongoing training and education.
- A dynamic and supportive work environment, with a focus on work-life balance and employee well-being.
Conclusion
If you are a motivated and experienced Customer Service Product Manager looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. With our commitment to delivering exceptional customer experiences, our unique company culture, and our focus on employee growth and development, we believe that this role offers the perfect combination of challenge and opportunity. Apply now to join our team and take your career to the next level!
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