**Experienced Customer Experience People Lead – 10-Month Fixed Term**

At blithequark, we're dedicated to empowering small businesses to thrive in a rapidly changing world. As a leader in the accounting and bookkeeping software industry, we're passionate about providing exceptional customer experiences that make a real difference in our users' lives. We're now seeking an experienced Customer Experience People Lead to join our team and help us deliver outstanding support to our customers. **Our Purpose** At blithequark, we believe that technology has the power to transform the way businesses operate and grow. Our purpose is to help small businesses supercharge their operations, surface actionable insights, and connect with the right data, advisors, and apps. When we achieve this, we're not only making life better for small businesses, but we're also building a stronger economy that can change the world. **How You'll Make an Impact** As a Customer Experience People Lead at blithequark, you'll be responsible for leading a team of Customer Experience Specialists and Seniors who are passionate about providing exceptional support to our customers. Your team will be the face of blithequark, providing 24/7 support to our users and helping them to get the most out of our software. You'll be empowered to make decisions in the best interests of our customers and our business, and you'll be part of a global team that's dedicated to delivering outstanding customer experiences. **Key Responsibilities** As a Customer Experience People Lead, you'll be responsible for: * Participating in the local leadership team, driving the customer experience (CX) strategy and key results while collaborating with global peers to ensure cohesiveness * Leading and motivating your team to build a high-performance culture, providing coaching and development to help them achieve their quality, satisfaction, and productivity goals * Actively recruiting and retaining talented individuals, ensuring the team is well-equipped and aligned with our workforce planning requirements * Playing a key role in change leadership, ensuring that new initiatives are well-understood and successfully adopted by the team * Providing outstanding leadership that balances empowerment and accountability, celebrating success and proactively managing underperformance * Acting as an advocate for our customers, engaging with them directly when required, managing escalations, and using their feedback to drive continuous improvement * Collaborating effectively with supporting teams across blithequark to deliver on the operating plan and equip your team to support business changes * Proactively identifying opportunities to improve our service and processes, ensuring our customers receive an exceptional experience while maintaining compliance and regulatory obligations **What You'll Bring with You** To succeed in this role, you'll need to bring the following skills and experience: * A people, performance, and customer-driven mindset, with a proven ability to balance the needs of your team with the goals of the business * Strong coaching and leadership capabilities, along with a growth mindset that enables you to build great relationships * Excellent communication skills, both verbal and written, and the ability to act as a brand ambassador * Experience leading a team in a customer support environment and a proven ability to work to service level and quality targets * Resilience and the ability to navigate areas of conflict in a positive and proactive manner * Experience supporting the delivery of change and strong collaboration and influencing skills **Why Join blithequark?** At blithequark, we're committed to creating a workplace that's inclusive, supportive, and empowering. We offer a range of benefits that reflect our human values, including: * Very generous paid leave to use however you'd like (plus statutory holidays!) * Dedicated paid leave to care for your physical and mental wellbeing * An Employee Assistance Program to access mental health care for you and your family * Free medical insurance * Wellbeing and sports programmes * Employee resource groups * 26 weeks of paid parental leave for primary caregivers * An Employee Share Plan * Beautiful offices * Flexible working * Career development opportunities **How to Apply** If you're passionate about delivering exceptional customer experiences and leading a high-performing team, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!