**Senior Client Support Manager – Building the Operational Backbone for blithequark's Advisory Business**

Are you a seasoned customer support leader with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments where no two days are the same? If you're a builder at heart, with a knack for translating complex advisory needs into seamless client experiences, we want to hear from you. At blithequark, we're on a mission to make real-world business education accessible to everyone. Our advisory business is growing rapidly, and we need a Senior Client Support Manager to lead our Client Experience Associate (CEA) team in delivering fast, accurate, and white-glove support across every stage of the client journey. As a key member of our operations team, you'll play a critical role in shaping how thousands of business owners experience our advisory platform and helping lay the foundation for our next stage of scale. **About blithequark** blithequark is a dynamic and innovative company that's changing the way business education is delivered. We're committed to making high-quality education accessible to everyone, regardless of their background or location. Our advisory business is built on a foundation of trust, expertise, and a passion for helping entrepreneurs and business owners succeed. **The Role** As our Senior Client Support Manager, you'll lead a team of Client Experience Associates who serve as the first line of contact for our clients. Your primary responsibility will be to deliver exceptional support experiences that reflect excellence, empathy, and precision. You'll manage the day-to-day support execution, oversee the development of our CS Knowledge Base and internal SOPs, and ensure that all guided responses, chatbot flows, and AI-generated outputs align with our brand voice and current workflows. **Key Responsibilities** * Manage, coach, and develop the Client Experience Associate team to deliver accurate, on-brand responses across all channels * Conduct 1:1s, performance reviews, and skill-building sessions focused on objection handling, technical troubleshooting, and tone calibration * Own workload distribution, ensure adequate support during peak volume, and serve as the point of escalation for high-priority tickets * Hire, onboard, and train new team members to full productivity in <30 days * Champion a culture of accountability, feedback, and continuous improvement * Oversee day-to-day support execution using platforms like Gorgias, HubSpot, and Slack * Maintain and evolve the CS Knowledge Base, internal SOPs, and support macros * Ensure all guided responses, chatbot flows, and AI-generated outputs align with brand voice and current workflows * Lead quarterly QA reviews and ticket audits to uphold service standards * Propose and implement automation and tooling to improve speed and accuracy * Manage AR-related workflows, including dunning sequences, payment plan follow-ups, and issue resolution * Coach CEAs responsible for payment collections, and refine scripts/templates for tone and efficiency * Monitor recovery rates and ensure the post-recovery failed payment rate stays under 3% * Partner with Systems/Finance to implement new processors and billing automations * Own the oversight for each workshop of distribution, QA, and delivery of guest lists, surveys, testimonials, and Google Reviews * Ensure timely and accurate handoffs between CS, Events, and Sales teams * Build playbooks for workshop support, including escalation flows for complex client issues * Assign and train CEAs to own Google Review responses under new playbooks * Oversee the continual update of internal resources, guides, and response libraries **Results** You will be measured on your ability to: * Maintain <3% failed payment rate after recovery efforts * Achieve >90% CSAT on ticket responses * Ensure 100% of support tickets meet internal SLA (e.g., first response in <2 hours, non-urgent resolution time <8 hours, urgent resolution time <4 hours) * Deliver 100% of guest lists, surveys, and testimonial assets on time with <1% error rate * Hit >95% QA compliance score across support tickets * Consistently improve resolution speed while reducing manual effort * Keep chatbot flows and LLM guides updated quarterly **Requirements** We're looking for someone who has: * 4+ years in customer support, client success, or customer experience * 2+ years managing support or operations teams, ideally in high-growth environments * Hours are 8am-5pm CT with flexibility to work outside of these as needed * Must live in one of the states we're registered to operate in: CA, FL, GA, IN, MI, MN, NV, OH, OR, PA, TN, TX, UT, WI * Strong knowledge of systems like Gorgias, HubSpot, Slack, and AI-driven support tools * Excellent written communication and training skills - you know how to teach someone to "write like the brand" * Proven success owning AR processes and driving payment collection with empathy * A track record of creating, documenting, and refining SOPs and playbooks * Strong operational rigor - you track KPIs, audit workflows, and execute fast * High EQ and leadership presence, you give feedback directly, without drama * Clear alignment with blithequark values and culture: extreme ownership, high standards, and love for the work **Location** * Remote * Must live in one of the states we're registered to operate in: CA, FL, GA, IN, MI, MN, NV, OH, OR, PA, TN, TX, UT, WI **Reporting To** * Senior Director, Fulfillment Operations **Managing** * A remote team of 3 Client Experience Associates (Eastern time, working on central time zone) **Compensation** * $124,000 - $152,000 base salary based on years of experience * The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills, and expertise. This range is only inclusive of base salary, not benefits (more details below). **Benefits** * Flexible Time off Policy and Company-wide Holidays (including winter break) * Health Insurance options including Medical, Dental, Vision * 401k offering for Traditional and Roth accounts with an employer match * Monthly wellness allowance * State of the art gym for employee use at HQ **Acquisition.com Core Values** Our core values are the heart and soul of this incredible company. The right person for this role will appreciate each of these values, personally subscribe to them, and understand why each is critical to having a great business. * Competitive Greatness * Sincere Candor * Unimpeachable Character If you're a seasoned customer support leader with a passion for delivering exceptional experiences, we want to hear from you. Apply now to join our team and help shape the future of business education at blithequark. Apply for this job