Director - Customer Support at blithequark

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where innovation and continuous improvement are key? If so, we invite you to join blithequark as our Director - Customer Support. In this pivotal role, you will lead our dedicated customer support team, driving high levels of customer satisfaction and satisfaction while ensuring the smooth operation of post-production implementations and support. About blithequark At blithequark, we're a dynamic and forward-thinking organization that's revolutionizing the way we approach customer support. With a keen focus on efficiency, cost-effectiveness, and continuous improvement, we've built a reputation for delivering cutting-edge solutions that exceed our clients' expectations. Our team of over 725 IP and tech-savvy individuals is dedicated to achieving customer success and employee success through innovation and collaboration. Key Responsibilities As our Director - Customer Support, you will be responsible for leading and mentoring a team of customer support professionals, establishing and maintaining customer support processes and best practices, and ensuring the team meets and exceeds performance metrics and service level agreements (SLAs). You will work closely with leadership teams to drive strategic customer support needs aligned with overall business objectives and promote a culture of innovation and continuous improvement by evaluating new technologies and methods to enhance customer satisfaction. Some of your key responsibilities will include: * Overseeing and managing the resolution of customer issues and requests in a timely and effective manner * Serving as the escalation point for complex and critical customer issues by maintaining strong internal team relationships * Ensuring high levels of customer satisfaction through prompt and professional handling of support requests * Implementing Root Cause Analysis (RCA) and corrective actions to prevent recurring issues * Conducting regular meetings with customers to monitor system performance and gather feedback * Managing Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) and reporting findings to management * Proactively identifying potential issues and areas for improvement * Developing and maintaining strong relationships with key customer stakeholders Operational Excellence As our Director - Customer Support, you will be responsible for implementing and monitoring key performance indicators (KPIs) to assess team performance, continuously improving support processes to enhance efficiency and effectiveness, and collaborating with Product Development, Sales, and Implementation teams to ensure a seamless customer experience. You will also be responsible for effectively managing the transition of post-production support from implementation teams or other stakeholders, implementing and maintaining support tools (such as JIRA), development tools (automation for upgrades/OOB), and IP systems, and ensuring compliance with industry standards and internal policies, especially concerning client data security. Strategic Planning You will develop and execute a strategic plan for the support team, aligning with company goals, stay updated on industry trends and best practices to enhance the support function continually, and provide insights and recommendations to senior management based on customer feedback and support trends. Requirements To be successful in this role, you will need: * A Bachelor's degree in Computer Science, Information Technology, or a related field; an advanced degree is preferred * Minimum of 10 years of experience in customer support or a related field within technology firms, with at least 5 years in a leadership role * Proven experience in supporting software products and technology-centric services; experience with Salesforce-based applications and services is a plus * Strong understanding of intellectual property management solutions is preferred * Excellent leadership, communication, and interpersonal skills * Ability to manage multiple priorities and work effectively in a fast-paced environment * Strong problem-solving and analytical skills * Customer-focused mindset with a commitment to delivering exceptional service Benefits At blithequark, we offer a comprehensive benefits package that includes: * Remote Work: Option for fully remote work, offering flexibility to support a healthy work-life balance * Health Coverage: Medical, dental, and vision insurance to support your well-being * Retirement Savings: 401(k) plan to help you plan for the future * Unlimited / Responsible Time Off: Flexible time-off policy Why Join Us? Join blithequark and become part of a dynamic and forward-thinking organization that's revolutionizing the way we approach customer support. You'll have the opportunity to work with one of Silicon Valley's fastest-growing tech companies, work on cutting-edge technologies, and lead impactful projects for a global client base across diverse industries. Enjoy a competitive salary, comprehensive benefits, and career growth opportunities, and benefit from the flexibility of remote work, promoting a better work-life balance. Equal Opportunity Employer blithequark is an Equal Opportunity Employer. We celebrate diversity and care committed to creating an inclusive environment for all employees. If you're a seasoned leader with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please apply including your resume and a cover letter, to. We look forward to hearing from you!