**Senior Manager, Customer Service - Customer Experience Strategist at blithequark**
Are you a seasoned customer service leader with a passion for driving exceptional customer experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark, a leading provider of camera-based home security solutions, as our Senior Manager of Customer Service. In this pivotal role, you will lead our Customer Success team and be responsible for setting the strategic direction to ensure our customers have a seamless, exceptional experience with our world-class products and services.
**About blithequark**
blithequark is a dynamic and innovative company that is revolutionizing the home security industry with its cutting-edge camera-based solutions. Our mission is to provide customers with affordable, reliable, and user-friendly products that protect their homes and loved ones. At blithequark, we are committed to delivering exceptional customer experiences through outstanding service and customer obsession. Our Customer Service team is the heartbeat of our organization, and we are seeking a seasoned leader to join our team and drive our customer success strategy.
**A Day in the Life**
As the Senior Manager of the Customer Success team at blithequark, your day will be filled with strategic responsibilities to ensure exceptional customer experiences. You will start your day by reviewing customer service metrics and identifying areas for improvement. You will then meet with your Customer Success team to discuss key customer pain points and strategize ways to address them efficiently. Throughout the day, you will collaborate closely with the Product, Engineering, and other cross-functional teams to advocate for customer needs, provide valuable insights, and influence the product roadmap to enhance the overall customer experience. You will also be responsible for streamlining processes, optimizing resources, and driving continuous improvements to build and nurture a high-performing team of technical customer service professionals.
**Key Responsibilities**
* Spearhead the strategy and execution for the Customer Success team to deliver frictionless support and enable customer satisfaction
* Collaborate closely with Product, Engineering, and other departments to advocate for customer needs and enhance the overall product experience
* Identify opportunities to streamline processes, optimize resources, and drive continuous improvements in the service delivery model
* Build and nurture a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence
* Use data-driven insights to make informed decisions and implement proven customer success best practices
* Represent the voice of the customer and serve as a strategic partner to key stakeholders
* Measure, achieve, and communicate agreed-upon key performance indicators
* Understand and address customer experience outliers in real-time
* Lead and inspire a culture of customer obsession and excellence within the organization, serving as a role model for proactive and results-oriented leadership
* Collaborate directly with leadership from our numerous Customer Success teams to manage existing development and implement AI into our workflows evolving the customer experience
**About the Team**
Our Customer Service team is a dynamic and innovative group of professionals who are passionate about delivering exceptional customer experiences. We are a team of customer advocates who are dedicated to understanding our customers' needs and providing solutions that meet those needs. We are a fast-paced and collaborative team that thrives in a dynamic environment where no two days are the same.
**Basic Qualifications**
* 10+ years of experience managing Contact Center Technical support teams for consumer products
* 10+ years of experience managing Customer Success teams within a tech company, for consumer products
* Proactive, results-oriented mindset, with a commitment to driving customer success and achieving business objectives
* Excellent communicator both verbally and written with an ability to deliver presentations and influence, and manage collaborators at all levels (technical, business, executive)
* Applied experience with CSAT methodologies (Linkert, Binary, Rating, Semantic Differential) and methods, CSAT, NPS, CES
* Experience with Salesforce Service Cloud, Enlightened CSAT, Tethr CSAT AI, Qualtronix, Delighted, Survey Monkey, etc.
* Experience with Excel or Tableau at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, macros, etc.)
**Preferred Qualifications**
* Fluent in Spanish both written and verbal
* Proven leadership skills, with a focus on partnering with both leaders across the organization and direct reports
* Demonstrated track record of building teams and designing processes to improve customer experience
* Ability to thrive in a fast-paced and dynamic work environment, adapting quickly to changing priorities and business needs
* Strong leadership skills with the ability to inspire and motivate teams in a fast-paced and dynamic environment
**What We Offer**
* Competitive salary range: $144,800/year - $250,400/year (based on geographic location)
* Equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package
* Full range of medical, financial, and/or other benefits
* Opportunity to work with a dynamic and innovative company that is revolutionizing the home security industry
* Collaborative and fast-paced work environment
* Professional development opportunities to help you grow and succeed in your career
**How to Apply**
If you are a seasoned customer service leader with a passion for driving exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role. We look forward to hearing from you!