Experienced Customer Service Team Manager – Arabic & English Fluency in Jordan (AMM15)
Are you a seasoned leader with a passion for delivering world-class customer service? Do you have a talent for coaching and developing high-performing teams? If so, we invite you to join blithequark's Customer Service team as a Customer Service Team Manager. In this role, you will be responsible for leading a team of 20-25 Customer Service Associates (CSAs) in Jordan (AMM15), providing guidance, support, and coaching to ensure exceptional customer experiences.
About blithequark
At blithequark, our mission is simple: we want to be the place where our customers can find, discover, and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, our associates will deliver world-class service to our customers. We are committed to creating a work environment that is engaging, inclusive, and supportive, where our associates feel valued and empowered to succeed.
Job Summary
As a Customer Service Team Manager, you will be responsible for leading a high-performing team of Customer Service Associates (CSAs) in Jordan (AMM15). You will provide coaching, development, and performance management to your team members, ensuring they have the skills and knowledge to deliver exceptional customer experiences. You will also be responsible for managing day-to-day operations, tracking metrics, and implementing process improvements to drive business results.
Key Responsibilities
* Manage day-to-day operations with a team of 20-25 Customer Service Associates (CSAs)
- Hold regular 1-1 meetings with CSAs every week to discuss performance, goals, and development
- Manage work prioritization and delivery based on business needs, ensuring high-quality delivery under aggressive deadlines
- Track weekly/monthly metrics and process reviews with stakeholders across time zones
- Initiate and lead process improvement projects, present solution proposals, and implement them to other applicable/in-scope operational areas
- Communicate policies to associates and become the primary information source for staff; follow-up to ensure compliance and consistency; take corrective action as necessary and document the issue and actions taken
Essential Qualifications
* 5-7 years of overall experience and 3-4 years of supervisory exposure in managing a team size of 25-30 associates
- Microsoft Excel Advanced knowledge
- Excellent time management, organizational talent, and presentation skills; ability to deal with constant change positively and maintain high motivation
- Demonstrated ability to handle reporting and analysis
- Ability to effectively and efficiently complete difficult goals or assignments
- Strong interpersonal and communication skills
Preferred Qualifications
* Graduate Degree is preferred
- Preferred Project Management & knowledge of Six Sigma/Lean Processes
- Advanced computer skills using a variety of programs is highly desired
- 24/7/365 availability, including willingness to work on weekends, and outside of the 'standard' work day
- 3 plus years' experience with Customer service
What We Offer
* Competitive salary and benefits package
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
- Recognition and rewards for outstanding performance
- Comprehensive training and support to ensure success
Work Environment and Culture
At blithequark, we value diversity, equity, and inclusion. We are committed to creating a work environment that is inclusive, supportive, and empowering. Our team is passionate about delivering exceptional customer experiences, and we are looking for like-minded individuals to join our team.
How to Apply
If you are a motivated and experienced leader with a passion for customer service, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, qualifications, and why you are the ideal candidate for this role.
Equal Opportunity Employer
blithequark is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age. We are committed to creating a diverse and inclusive workplace that reflects the communities we serve. We welcome applications from qualified candidates from diverse backgrounds and perspectives.
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