Experienced Full Stack Customer Support Director – B2B SaaS Information Organization

Are you a seasoned customer support professional with a passion for driving exceptional experiences and fostering a culture of excellence? Do you have a proven track record of leading high-performing teams and developing innovative solutions to meet the evolving needs of clients? If so, we invite you to join blithequark as our Luminate Director of Customer Support. About blithequarkblithequark is a pioneering B2B SaaS information organization dedicated to productizing bolthires's rich information resources to better serve clients.Our mission is to empower traders and brands with actionable insights to make informed business decisions. As a key member of our team, you will play a vital role in shaping the future of customer support and driving business growth. Job SummaryAs the Overseer of Client Care, you will be responsible for leading and managing a team of customer support experts, ensuring the highest level of customer satisfaction and loyalty. You will create and execute customer service strategies, drive process enhancements, and foster a customer-centric culture within the organization.If you are a results-driven leader with a passion for customer excellence, we encourage you to apply for this exciting opportunity. Key ResponsibilitiesAdministration and Procedure* Create and execute the customer service procedure aligned with the organization's overall objectives and targets. * Provide vision and leadership to the customer care team, setting clear goals and objectives. * Cultivate a customer-driven culture and mindset across the organization. Team Management* Lead, guide, and develop a high-performing customer service team.* Establish performance objectives, conduct regular performance assessments, and provide coaching and feedback to team members. * Select, onboard, and train new customer support colleagues on an as-needed basis. Customer Satisfaction and Retention* 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 record management, to enhance the overall customer experience.Process Improvement* Continuously assess and improve support processes, workflows, and tools to enhance efficiency and effectiveness. * Execute best practices and industry standards for customer service activities. * Analyze support metrics and KPIs to identify trends, areas for improvement, and implement data-driven solutions. Cross-Functional Collaboration* Collaborate closely with the business, marketing, and product and tech teams to align support efforts with business objectives. * Provide insights and recommendations based on customer feedback and support data to drive product enhancements and improvements.* Serve as a liaison between clients and internal teams, ensuring smooth communication and issue resolution. Escalation Management* Handle complex or escalated customer issues, ensuring timely and satisfactory resolution. * Develop and maintain strong relationships with key clients and partners. Requirements* Bachelor's degree in business, software engineering, or a related field (Master's degree preferred). * Proven experience in a leadership role within customer service, ideally in a B2B SaaS or technology organization.* Strong understanding of customer service standards, 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 use 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, tagging systems, and customer service tools.* Strong critical thinking and problem-solving skills. * Adaptability to thrive in a fast-paced, dynamic environment. Benefits and AdvantagesIn addition to competitive compensation, you can expect motivation bonuses for your performance. Other exceptional benefits include a 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and more. Equal Opportunity Employerblithequark, Inc. is an Equal Opportunity Employer - By Decision. We believe that we are best positioned to help our partners, clients, and the communities we serve live better when we truly understand them.That means getting it, respecting, and valuing diversity in all its forms, styles, experiences, characters, thoughts, and opinions - while being inclusive of all. If you are a motivated and results-driven leader with a passion for customer excellence, we encourage you to apply for this exciting opportunity to at blithequark.