Experienced VP of Customer Service – Trademark and Brand Protection Solutions

Join the Mission to Make the World Safer for Brands and Consumers

Are you passionate about trademarks and brand protection? Do you get excited about the latest news and trends in the industry? At blithequark, we're driven by a mission to make the world better and safer for our brand customers and their consumers. We're a team of innovators, thinkers, and doers who are passionate about delivering exceptional customer experiences and protecting brands from counterfeits, piracy, and other threats.

The Role: Leading Customer Service Excellence

We're looking for an experienced VP of Customer Service to lead the development and execution of a comprehensive customer service strategy aimed at delivering exceptional support across all customer touchpoints. As a strategic thinker with a strong customer-centric focus, you will oversee teams responsible for order & renewal management, helpdesk, entitlements, and product technical support while driving customer satisfaction, retention, and loyalty across our product portfolio.

Key Responsibilities and Duties

• Strategic Leadership: Develop and execute a customer service strategy to ensure high-quality support and service delivery across all customer interactions.
• Team Management: Lead and manage a team of global customer service representatives, fostering a culture of high performance, professional development, and motivation.
• Customer Relationships: Develop and nurture strong relationships with key customers, addressing their concerns promptly and effectively.
• Customer Satisfaction & Retention: Implement strategies to enhance customer satisfaction and Net Promoter Scores, upsell opportunities, retention, and loyalty through effective issue resolution and service delivery.
• Customer Case & Escalation Management: Establish and maintain robust escalation procedures to handle complex customer issues, ensuring timely follow-up and resolution.
• Billing & Invoicing: Collaborate with Finance and RevOps teams to optimize invoicing and billing processes, ensuring accuracy, timeliness, and compliance with financial policies for customers.
• Infrastructure Consolidation: Work closely with Product, Technology, Operations, and Customer Success teams to consolidate & migrate our legacy home-grown CRM systems to a single source of truth.
• Innovation & Modernization: Stay informed on industry trends, best practices, and emerging technologies to modernize our current customer service infrastructure and drive innovation.
• Cross-functional Collaboration: Work closely with product management, customer success, sales, and operations teams to streamline processes and enhance product knowledge, pricing workflows, and order & renewal management.
• Reporting & Analytics: Prepare regular reports and presentations for executive management on customer service performance, key metrics, and improvement initiatives.
• Continuous Improvement: Monitor customer feedback and satisfaction metrics, driving continuous improvement initiatives to enhance overall customer experience and loyalty.

What We Offer

At blithequark, we're committed to creating a diverse and inclusive workplace where all employees feel valued, respected, and supported. We offer:

• Competitive Compensation: A comprehensive compensation package that reflects your skills and experience.
• Opportunities for Growth: Professional development opportunities, training, and mentorship to help you achieve your career goals.
• Innovative Culture: A dynamic and innovative work environment that encourages creativity, collaboration, and out-of-the-box thinking.
• Diverse and Inclusive Workplace: A workplace that values diversity, equity, and inclusion, and is committed to creating a culture of belonging.
• Flexible Work Arrangements: Flexible work arrangements that allow you to work from anywhere and maintain a healthy work-life balance.

Essential Qualifications

To be successful in this role, you will need:

• Bachelor's Degree: A bachelor's degree in business administration, management, or a related field; MBA or equivalent preferred.
• Proven Experience: 10+ years of experience in a senior customer service management role, preferably in a technology or SaaS company.
• Strong Leadership Skills: Strong leadership skills with the ability to inspire and motivate teams to achieve goals and deliver exceptional service.
• Excellent Communication Skills: Excellent communication and interpersonal skills, with the ability to effectively interact with customers, executives, and cross-functional teams.
• In-depth Knowledge of Customer Service: In-depth knowledge of customer service principles, practices, and tools, with experience in implementing and optimizing CRM systems.
• Strategic Thinker: A strategic thinker with a data-driven approach to decision-making and problem-solving.
• Analytical Skills: Strong analytical skills and proficiency in using data to drive insights and improvements.

How to Apply

If you're a results-oriented leader with a passion for delivering exceptional customer experiences, we encourage you to apply and join our innovative team. At blithequark, we're committed to making a positive impact and creating a better world for brands and consumers. Apply now and be part of our mission!

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Equal Opportunity Employer

blithequark is an equal opportunity and inclusive employer and does not tolerate discrimination of any kind. We are committed to creating a diverse and inclusive workplace where all employees feel valued, respected, and supported. We welcome applications from all individuals regardless of race, nationality, religion, gender, gender identity or expression, sexual orientation, age, disability, or any other protected characteristic.