Experienced Director of Customer Support for Blithequark - Leading Client Care and Driving Business Growth through Exceptional Customer Experiences

Introduction to Blithequark

Blithequark is at the forefront of innovation, dedicated to harnessing the power of data to deliver unparalleled customer experiences. As a leader in the industry, blithequark is committed to excellence, fostering a culture that values diversity, inclusivity, and the pursuit of innovation. Our mission is to empower businesses and individuals through cutting-edge solutions, and we are seeking a visionary leader to join our team as the Director of Customer Support.

Job Overview

In this pivotal role, you will be responsible for spearheading the customer support capability for our B2B SaaS data organization. As the Director of Customer Support, you will oversee a team of support professionals, ensuring the highest level of customer satisfaction and retention. Your expertise will be instrumental in developing and implementing support strategies, driving process improvements, and cultivating a customer-driven culture within the organization.

Key Responsibilities

• Develop and execute the customer service procedure aligned with the organization's overall objectives and targets.
• Provide vision and leadership to the customer care team, establishing clear goals and objectives.
• Foster a customer-driven culture and mindset across the association.
• Lead, guide, and develop a high-performing customer service team.
• Establish performance goals, conduct regular performance assessments, and provide coaching and feedback to team members.
• Select, onboard, and train new support colleagues as needed.
• Drive initiatives to ensure outstanding customer satisfaction and standards for reliability.
• Monitor customer feedback and develop strategies to address customer needs and concerns.
• Collaborate with different departments, such as product development, business development, and account management, to improve the overall customer experience.
• Continuously assess and improve support processes, workflows, and tools to enhance efficiency and effectiveness.
• Implement best practices and industry standards for customer support activities.
• Analyze support metrics and KPIs to identify trends, areas for improvement, and implement data-driven solutions.

Cross-Functional Collaboration

In this role, you will work closely with the business, marketing, and product and tech teams to align support efforts with business objectives. Your insights and recommendations, based on customer feedback and support data, will drive product enhancements and improvements. You will serve as a liaison between customers and internal teams, ensuring seamless communication and issue resolution.

Issue Escalation Management

You will handle complex or escalated customer issues, ensuring timely and satisfactory resolution. Building and maintaining strong relationships with key clients and partners will be essential to your success in this role.

Requirements

To be considered for this position, you must possess:

• A Bachelor's degree in Business, Computer Science, or a related field (Master's degree preferred).
• Proven experience in a leadership role within customer service, ideally in a B2B SaaS or technology organization.
• Solid understanding of customer support principles, best practices, and industry trends.
• Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
• Experience in managing and growing high-performing teams.
• Analytical mindset with the ability to leverage data and metrics to drive process improvements and decision-making.
• Results-oriented with a focus on customer satisfaction and business outcomes.
• Knowledge of CRM systems, ticketing systems, and customer support tools.
• Strong problem-solving and critical thinking skills.
• Ability to adapt to a fast-paced, evolving environment.

Benefits and Advantages

At blithequark, we offer a comprehensive compensation package, including a competitive salary and performance-based incentives. Our benefits include:

• 401(k) match
• Stock purchase plan
• Paid maternity and parental leave
• PTO
• Multiple health plans
• And more

Equal Opportunity Employer

Blithequark is an Equal Opportunity Employer - By Choice. We believe that we are best equipped to help our associates, customers, and the communities we serve live better when we truly understand them. That means understanding, respecting, and valuing diversity in all its forms, styles, experiences, personalities, ideas, and opinions - while being inclusive of all.

Conclusion

If you are a motivated and experienced customer support leader looking to join a dynamic and innovative organization, we encourage you to apply for this exciting opportunity. As the Director of Customer Support at blithequark, you will play a critical role in shaping our customer experience and driving business growth. Join our team and be part of a culture that values excellence, diversity, and innovation.

How to Apply

To apply for this position, please click on the link below. We look forward to receiving your application and exploring how you can contribute to the success of blithequark.