Experienced Director of Customer Support for Remote Client Service and Calling Jobs from Home at blithequark

Introduction to blithequark

At blithequark, we are passionate about delivering exceptional customer experiences through our innovative products and services. As a leader in the industry, we recognize the importance of having a strong customer support team that can provide top-notch service to our clients. Our mission is to empower our customers to make informed decisions and drive business growth through our cutting-edge solutions. We are now seeking an experienced Director of Customer Support to join our team and lead our customer service capability to new heights.

Job Overview

As the Director of Customer Support at blithequark, you will be responsible for driving and managing the customer support function for our B2B SaaS data organization. In this critical leadership role, you will oversee a team of support professionals and ensure the highest level of customer satisfaction and retention. You will develop and implement support strategies, drive process improvements, and foster a customer-driven culture within the organization.

Key Responsibilities

• Develop and execute the customer service strategy aligned with the organization's overall goals and objectives.
• Provide vision and leadership to the customer care team, setting clear goals and targets.
• Foster a customer-driven culture and mindset across the organization.
• 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 other 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. You will provide insights and recommendations based on customer feedback and support data to drive product enhancements and improvements. You will also act 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. You will also develop and maintain strong relationships with key clients and partners.

Requirements

To be successful in this role, you will need:

• A Bachelor's degree in business, computer science, or a related field (Master's degree preferred).
• Proven experience in a leadership role within customer support, 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 competitive salary and a range of benefits, including:

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

Diversity and Inclusion

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 know 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 professional looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a Director of Customer Support, you will play a critical role in driving our customer service capability and delivering exceptional experiences to our clients. Join our team and be part of a dynamic and innovative organization that values diversity, inclusion, and customer satisfaction.

Apply now and take the first step towards a rewarding and challenging career at blithequark.