Head of Customer Operations – Transformational Leader for Customer Happiness and Retention Teams at blithequark

About blithequark

At blithequark, we are driven by a mission to accelerate economic freedom for individuals who move across borders. Our journey began with car insurance, and we have successfully insured over a million drivers. As we continue to scale and expand beyond our initial offerings, we recognize the vast array of financial challenges faced by tens of millions of people who relocate each year. Our future is rooted in developing financial products tailored to their needs, aiming to positively impact their lives in meaningful ways.

Our Culture and How We Work

We take immense pride in the culture we have cultivated at blithequark. Every day, we strive for progress, understanding that achieving significant milestones is the culmination of numerous smaller steps. Our team is built on the principles of mutual support, open communication, and a willingness to share ideas, experiences, and knowledge to overcome challenges collectively. We embrace risk-taking, creative thinking, and experimentation to meet the evolving needs of our customers, and we foster an environment where blame is not assigned when setbacks occur. Instead, we encourage ownership and boldness in questioning our processes. Every individual has a voice and the opportunity to make a tangible impact.

Autonomy and ownership are only feasible with clear direction. Therefore, we engage in in-depth planning twice a year, ensuring that we emerge with well-defined goals and objectives that cascade from the top down. To maximize alignment across functions, most of our work is organized into three tribes: Acquisition, Retention, and Claims. Each tribe encompasses multiple teams that work cross-functionally to deliver exceptional results. We are excited about the challenges ahead and are seeking more talented individuals to join us in tackling them. If the prospect of being part of blithequark resonates with you, we invite you to explore our Culture Handbook to learn more about our values and work environment.

Why This Role Matters

This new position will lead blithequark's Customer Happiness and Retention functions through a transformative period, driving current performance while shaping a future-ready, AI-enabled operating model. This role is crucial in evolving how we deliver exceptional customer outcomes and commercial impact across service, renewal, and cross-/upsell conversations. The Customer Operations team is at the forefront of blithequark's most critical priorities: enhancing retention, delivering relationship-led service, and preparing for a multi-product future. As we scale Agentic AI (Marsha) and diversify our offerings, this leader will ensure our people, processes, and outcomes evolve in tandem, always keeping the customer at the forefront.

The Customer Operations Team

This role will lead two core frontline teams within Customer Operations:

• Customer Happiness (CH): Focuses on delivering outstanding service at every interaction, resolving customer queries efficiently, and creating upsell opportunities in service-led contacts.

• Retention: Specializes in renewal and cancellation conversations, with a focus on reducing churn, increasing lifetime value, and driving renewal performance.

Together, these teams represent the human face of blithequark's brand and will be pivotal in adapting to a future-state model where AI handles the simple tasks and humans focus on elevating the complex aspects of customer interaction.

What You’ll Be Doing

As the Head of Customer Operations, your key responsibilities will include:

• Leading CH and Retention teams through consistent delivery, capability uplift, and performance management.

• Owning renewal, CSAT, productivity, and upsell/cross-sell metrics, with a focus on continuous improvement.

• Being accountable for how CH and Retention adopt Marsha (Agentic AI), working closely with Product and Ops Transformation to embed AI-led workflows, re-skill teams, and reshape frontline roles.

• Collaborating with QA, WFM, and Training to uplift consistency and team performance, ensuring that our customer-facing teams have the tools and support needed to excel.

• Working closely with Enablement functions to ensure performance data, training, QA, and coaching processes actively support retention, CX, and commercial outcomes, driving a customer-centric approach across all operations.

• Owning the structural evolution of CH and Retention, delivering a recommendation for future-state design, including team structure, role archetypes, and capability requirements by early 2026, to ensure our operations are future-ready and aligned with our strategic goals.

• Actively shaping future career paths, coaching capability, and agent readiness, to foster a culture of continuous learning and development within the teams.

• Championing the evolution of our frontline role archetypes and supporting the design of coaching and QA practices fit for an AI-enabled environment, to ensure our teams are equipped to handle the complexities of our evolving customer interactions.

• Playing a visible leadership role in the Customer Care and broader Customer Care SLT, contributing to strategic discussions and decisions that impact our customer operations and overall business strategy.

Who We’re Looking For

The ideal candidate for this role will have:

• Experience leading high-volume, customer-facing operations through complex change, with a proven track record of successfully navigating transformation and driving positive outcomes.

• Strong commercial and customer impact ownership, with a history of leading improvements in retention, CX, and upsell, and a deep understanding of what drives customer satisfaction and loyalty.

• A track record of preparing teams for structural or tech-driven transformation, such as automation or AI, with the ability to lead teams through change and ensure they are equipped with the necessary skills and knowledge to succeed.

• Ability to lead mid-level managers and influence cross-functional peers, with excellent communication and interpersonal skills, and the capacity to build strong relationships across the organization.

• A calm, pragmatic presence with a collaborative, low-ego leadership style, who can inspire and motivate teams to achieve their best and foster a culture of openness and transparency.

• Experience in B2C environments, ideally in customer service, retention, or subscription-based models, with a deep understanding of the challenges and opportunities in these sectors.

• Excitement about the challenge of building operational maturity in a fast-scaling team with evolving systems, data, and structure, and a willingness to adapt and innovate in a rapidly changing environment.

Essential and Preferred Qualifications

In addition to the experience and skills outlined above, the following qualifications are essential or preferred for this role:

• Strong educational background, preferably in a field related to business, operations, or customer service.

• Proven experience in managing and analyzing data to inform business decisions, with the ability to interpret complex data sets and drive insights that lead to action.

• Excellent problem-solving skills, with the ability to approach challenges with a logical and methodical mindset, and to develop creative solutions that meet customer needs and drive business outcomes.

• Strong communication and interpersonal skills, with the ability to build strong relationships with teams, stakeholders, and customers, and to communicate complex ideas and plans in a clear and concise manner.

• Experience with AI or automation technologies, and a willingness to learn and adapt to new systems and tools, with a focus on leveraging technology to drive efficiency, effectiveness, and customer satisfaction.

Skills and Competencies Required for Success

To succeed in this role, the following skills and competencies are required:

• Strong leadership and management skills, with the ability to inspire and motivate teams to achieve their best.

• Excellent communication and interpersonal skills, with the ability to build strong relationships across the organization and with external stakeholders.

• Strong problem-solving and analytical skills, with the ability to approach challenges with a logical and methodical mindset, and to develop creative solutions that meet customer needs and drive business outcomes.

• Ability to work in a fast-paced environment, with a focus on adaptability, flexibility, and resilience in the face of change and uncertainty.

• Strong customer focus, with a deep understanding of customer needs and preferences, and a commitment to delivering exceptional customer experiences.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a member of our team, you will have access to a range of learning and development opportunities, including:

• Personal budgets for books and training courses to help you grow in your role.

• 2 days a year to further your skillset, with the opportunity to attend conferences, workshops, and other professional development events.

• Opportunities for career advancement, with a focus on promoting from within and developing our employees to take on new challenges and responsibilities.

• A culture of continuous learning, with regular feedback, coaching, and mentoring to support your growth and development.

Work Environment and Company Culture Highlights

At blithequark, we pride ourselves on our positive and inclusive work environment. Some highlights of our company culture include:

• Flexi-office working, with the opportunity to spend at least 2 days a week with your team in our office, and the flexibility to work from home or remotely as needed.

• A monthly team social budget, with the opportunity to connect with your colleagues and build relationships outside of work.

• Bi-weekly office lunches and office tea, coffee, and snacks, to foster a sense of community and camaraderie.

• A commitment to diversity, equity, and inclusion, with a focus on creating a workplace where everyone feels welcome, valued, and respected.

Compensation, Perks, and Benefits

We offer a competitive compensation package, with a range of perks and benefits, including:

• A competitive bonus scheme, designed to reward and recognize high performance.

• A SZÉP card, with a budget to spend on meals, leisure, and accommodation.

• A 4-week fully paid sabbatical after being with us for 4 years, to give you the opportunity to rest, recharge, and pursue your interests.

• Work From Anywhere, with 4 weeks to use, and no need to come to the office, to give you the flexibility to work from anywhere and maintain a healthy work-life balance.

• A Medicover Blue package, with access to top-notch healthcare services, to support your physical and mental well-being.

• An All You Can Move membership OR a Monthly BKK pass, to support your fitness goals and make commuting easier.

Our Process

We have streamlined our hiring process into three stages:

• Initial Call – 30 minutes with our Talent team, to get to know you and discuss your qualifications and experience.

• Cultural Fit Interview – 1 hour with our Customer Operations leadership team, to assess your fit with our company culture and values.

• Skills-Based Interview – 1 hour with our Director of Customer Care (Operations), to evaluate your skills and experience in relation to the role.

Please note that due to the volume of applications, we may not be able to provide individual feedback for every applicant.

Conclusion

If you are a motivated and experienced leader looking for a new challenge, we encourage you to apply for this exciting opportunity to join blithequark as our Head of Customer Operations. With your expertise and passion, you will play a critical role in shaping the future of our customer operations and driving business success. Don't miss this chance to be part of a dynamic and innovative team and to contribute to our mission of accelerating economic freedom for individuals who move across borders. Apply now and take the first step towards an exciting and rewarding career with blithequark.