Customer Service Team Manager – Arabic & English Fluency in Jordan (AMM15)

At blithequark, we're on a mission to revolutionize the way people shop online. We're not just building a company – we're creating a community that values innovation, customer satisfaction, and employee growth. As a Customer Service Team Manager at blithequark, you'll play a vital role in delivering world-class service to our customers, while fostering a positive and engaging work environment for your team.

About blithequark

blithequark is a leading e-commerce company that's committed to making online shopping a seamless and enjoyable experience for our customers. With a focus on innovation and customer satisfaction, we're constantly pushing the boundaries of what's possible in the world of e-commerce. Our team is passionate about delivering exceptional service, and we're looking for like-minded individuals to join us on this exciting journey.

Job Summary

We're seeking an experienced Customer Service Team Manager who's fluent in Arabic and English to lead our team in Jordan (AMM15). As a Team Manager, you'll be responsible for coaching, developing, and engaging your team members to deliver world-class service to our customers. You'll work closely with your team to identify opportunities for growth and improvement, and implement process changes to drive results.

Key Responsibilities

As a Customer Service Team Manager at blithequark, you'll be responsible for:

• Managing day-to-day operations with a team of 20-25 Customer Service Associates (CSAs)
• Holding regular 1-1 meetings with CSAs every week to discuss performance, goals, and development opportunities
• Managing work prioritization and delivery based on business needs, ensuring high-quality delivery under aggressive deadlines
• Tracking weekly/monthly metrics and process reviews with stakeholders across time zones
• Initiating and leading process improvement projects, presenting solution proposals, and implementing them to other applicable/in-scope operational areas
• Communicating policies to associates and becoming the primary information source for staff; following up to ensure compliance and consistency, and taking corrective action as necessary and documenting the issue and actions taken

Essential Qualifications

To be successful in this role, you'll need:

• 5-7 years of overall experience and 3-4 years of supervisory exposure in managing a team size of 25-30 associates
• Advanced knowledge of Microsoft Excel
• Excellent time management, organizational talent, and presentation skills, with the ability to deal with constant change positively and maintain high motivation
• Demonstrated ability to handle reporting and analysis, with a focus on driving team engagement and actions through internal survey results and insights
• Ability to effectively and efficiently complete difficult goals or assignments, with a strong focus on adaptability and flexibility
• Strong interpersonal and communication skills, with the ability to build trust and rapport with team members and stakeholders

Preferred Qualifications

While not required, the following qualifications would be highly desirable:

• Graduate Degree
• Project Management experience and knowledge of Six Sigma/Lean Processes
• Advanced computer skills using a variety of programs
• 24/7/365 availability, including willingness to work on weekends and outside of the standard work day
• 3 plus years' experience in Customer Service

Work Environment and Culture

As a Customer Service Team Manager at blithequark, you'll be part of a dynamic and fast-paced team that's passionate about delivering exceptional service to our customers. We're committed to creating a positive and engaging work environment that fosters growth, innovation, and collaboration. Our team is diverse, inclusive, and dedicated to making a difference in the lives of our customers.

Compensation and Benefits

We offer a competitive compensation package, including:

• A salary that reflects your experience and qualifications
• Opportunities for career growth and advancement
• Comprehensive benefits package, including health insurance, retirement savings, and paid time off
• Access to cutting-edge technology and tools to support your success
• A dynamic and supportive work environment that encourages collaboration and innovation

How to Apply

If you're a motivated and experienced Customer Service Team Manager who's passionate about delivering world-class service, we'd love to hear from you! Please submit your application, including your resume and a cover letter that outlines your experience and qualifications. We can't wait to hear from you!

Equal Opportunity Employer

blithequark is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age. We're committed to creating a diverse and inclusive work environment that reflects the communities we serve. Apply for this job