Training Manager, Customer Experience – Empowering Exceptional Customer Interactions at blithequark

Are you a seasoned training professional with a passion for creating exceptional customer experiences? Do you thrive in fast-paced environments where no two days are ever the same? If so, we invite you to join blithequark, a pioneering force in the grocery industry, as our Training Manager, Customer Experience.

About blithequark

At blithequark, we're revolutionizing the way people shop for groceries. We believe that everyone deserves access to the food they love and more time to enjoy it together. Our mission is to deliver an essential service that customers rely on to get their groceries and household goods, while also offering safe and flexible earnings opportunities to our Personal Shoppers. With a Flex First approach to work, we empower our employees to choose where they do their best work, whether that's from home, an office, or their favorite coffee shop.

The Role

As our Training Manager, Customer Experience, you'll play a critical role in shaping the future of customer support at blithequark. You'll lead efforts to create and facilitate best-in-class training programs and content, working closely with team members across different levels and tenures to design and deliver impactful training sessions. Your goal will be to improve knowledge gaps, quality of customer interactions, and efficiency of agent day-to-day operations. You'll also collaborate with and support our external partner teams to ensure consistent processes and quality across the enterprise.

Key Responsibilities

* Lead, coach, and enhance the skills and product knowledge of training facilitators to achieve our strategic training vision

• Develop and execute a strategic roadmap for onboarding, training, and continuous development of Customer Experience Support teams globally
• Lead the design, implementation, and optimization of impactful learning programs, including onboarding and continuous training sessions for new and existing team members
• Define and analyze critical metrics for training activities to measure effectiveness and drive continuous improvement efforts
• Identify and implement progressive tools and technology enablers that enhance the effectiveness and efficiency of training classes
• Collaborate closely with Vendor Management teams to ensure consistency in learning development and knowledge retention across the enterprise

About You

To succeed in this role, you'll need:

• 10+ years of Customer Support experience
• Minimum 5+ years in training and development, preferably within a contact center environment or tech industry
• 5+ years of experience as a people leader
• 5+ years of experience in curriculum design/development
• Understanding of industry learning trends and best practices, adult learning theory, and instructional design principles
• Ability to adapt well to fast-paced environments with quickly changing circumstances, direction, and strategy
• Strong organizational and project management skills, with the ability to manage multiple priorities and stakeholders simultaneously
• Excellent communication and presentation skills, with the ability to effectively convey complex information to diverse audiences

Preferred Qualifications

* Worked within multichannel support operations (voice, chat, email, sms)

• Experience in startups, marketplaces, or e-commerce
• Familiarity with working with large, diverse customer support, and operations organizations
• Extensive understanding of agent tools, processes, and best practices in customer support operations
• Experience developing training in a variety of delivery modalities (virtual, hands-on/experiential, instructor-led, remote classroom, synchronous/asynchronous) for a variety of audiences
• Bachelor's degree in Education, Business Administration, or a related field; advanced degree or certifications in Training and Development

What We Offer

At blithequark, we're committed to providing our employees with highly market-competitive compensation and benefits. This role is remote, and the base pay range for a successful candidate is dependent on their permanent work location. Please review our Flex First remote work policy here. Offers may vary based on many factors, such as candidate experience and skills required for the role. Additionally, this role is eligible for a new hire equity grant as well as annual refresh grants. Please read more about our benefits offerings here. For US-based candidates, the base pay ranges for a successful candidate are listed below:

• CA, NY, CT, NJ: $141,000—$157,000 USD
• WA: $136,000—$151,000 USD
• OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI: $130,000—$144,000 USD
• All other states: $117,000—$130,000 USD

Join Our Team

If you're a motivated and results-driven training professional with a passion for creating exceptional customer experiences, we invite you to apply for this exciting opportunity. Join blithequark's team and be part of a pioneering force in the grocery industry. Apply now to take the first step towards a rewarding career with us. Apply to this job Apply for this job