Experienced Customer Care Manager – Device Support

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are ever the same? If so, we invite you to join blithequark as a Customer Care Manager – Device Support, where you'll play a critical role in shaping the customer journey for our restaurant partners. About blithequark At blithequark, we're on a mission to revolutionize the restaurant industry by providing an all-in-one platform that helps restaurants operate more efficiently, increase sales, engage with their guests, and keep their employees happy. Our platform is designed to be user-friendly, intuitive, and scalable, allowing restaurants to focus on what matters most – serving their customers. The Role As a Customer Care Manager – Device Support, you'll be responsible for leading a team of agents who provide exceptional support to our restaurant partners experiencing issues with our device solutions. You'll be the Subject Matter Expert for Operations, overseeing the customer journey from start to finish, and working closely with cross-functional teams to create process and support guidelines. Key Responsibilities * Manage and coach a team of agents, ensuring they have the skills and knowledge needed to deliver high-quality customer interactions * Provide coaching and feedback to agents through the Quality Assurance process or one-on-one sessions to improve their effectiveness * Train and develop team members on process, technical troubleshooting, and new product knowledge * Maintain open communication with agents, addressing their concerns and ideas, and relaying them to other stakeholders as necessary * Communicate and influence new ideas for improvement with a solutions-oriented mindset * Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations Requirements * 3+ years of experience in performance management and coaching, preferably in a team lead or manager role * 4+ years of experience in a customer-facing role, with a focus on customer satisfaction and championing the customer experience * Proven ability to operate independently, navigating competing priorities in a fast-paced environment * Experience solving complex customer issues with a sense of urgency and professionalism * Familiarity with networking troubleshooting tools, such as Meraki Dashboard and Ubiquiti Dashboard Nice to Haves * Experience answering incoming phone calls and ticketing systems * Experience working in the tech industry or for a SaaS company * Open to schedules that may include weekends, holidays, and nights * POS technical understanding with networking devices and connectivity Why Join blithequark? At blithequark, we're committed to creating an inclusive and supportive work environment that fosters growth and development. We believe in the power of AI to drive innovation and empower our customers, and we're always looking for talented individuals who share our passion for learning and improvement. Our Total Rewards Package We offer a competitive compensation and benefits package that includes: * Base salary range: $72,000 - $115,000 USD * Cash compensation (overtime, bonus/commissions, if eligible) * Benefits (health, dental, vision, etc.) * Equity (if eligible) Diversity, Equity, and Inclusion At blithequark, we believe that diversity, equity, and inclusion are essential to our success. We're committed to creating a workplace that reflects the diversity of our customers and the communities we serve. We strive to provide equitable opportunities for all, and we celebrate the unique perspectives and experiences that each of our employees brings to the table. If you're a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. Equal Employment Opportunity blithequark is an equal employment opportunity employer. We welcome applications from diverse candidates and are committed to creating an inclusive and supportive work environment. Accommodations If you require an accommodation to access the job application or interview process, please contact us at [email protected]. Don't miss this opportunity to join a dynamic and innovative company that's shaping the future of the restaurant industry. to become a Customer Care Manager – Device Support at blithequark!