Experienced Full Stack Customer Support Director – B2B SaaS Information Organization at blithequark

Join blithequark's dynamic team as we revolutionize the way we serve our clients! Are you a seasoned customer support leader with a passion for driving exceptional client experiences? Do you thrive in fast-paced, dynamic environments where no two days are ever the same? Look no further! blithequark is seeking an experienced Full Stack Customer Support Director to lead our B2B SaaS information organization in delivering unparalleled client satisfaction and loyalty. About blithequarkblithequark is a cutting-edge information organization that specializes in productizing bolthires's rich data resources to better serve clients.Our flagship product, Luminate, is a suite of data-driven solutions that empower traders and brands to make informed business decisions. As a key member of our team, you will play a vital role in shaping the future of client support at blithequark. Job SummaryAs the Director of Customer Support, you will be responsible for driving and managing the client support capability for our B2B SaaS information organization. This is a leadership role that requires a strong vision, excellent communication skills, and a passion for delivering exceptional client experiences.You will oversee a team of support experts, create and execute support processes, and foster a client-driven culture within the organization. Key Responsibilities* Administration and Procedure+ Create and execute the client service procedure aligned with the organization's overall objectives and targets. + Provide vision and leadership to the client care team, setting clear goals and objectives. + Cultivate a client-driven culture and mindset across the organization. * Team Management+ Lead, guide, and develop a high-performing client service team.+ Establish performance objectives, conduct regular performance assessments, and provide coaching and feedback to team members. + Select, onboard, and train new support colleagues on a case-by-case basis. * Client Satisfaction and Retention+ Drive initiatives to ensure outstanding client satisfaction and standards for reliability. + Monitor client feedback and develop strategies to address client needs and concerns. + Collaborate with other departments, such as product development, business development, and record management, to enhance the overall client experience.* Process Improvement+ Continuously assess and improve support cycles, work processes, and tools to enhance efficiency and effectiveness. + Execute best practices and industry standards for client care activities. + Investigate support metrics and KPIs to identify trends, areas of 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 client feedback and support data to drive product upgrades and improvements.+ Serve as a liaison between clients and internal teams, ensuring smooth communication and issue resolution. * Escalation Management+ Handle complex or escalated client issues, ensuring timely and satisfactory resolution. + Develop and maintain strong relationships with key clients and partners. Requirements* Bachelor's degree in business, computer science, or a related field (Master's degree preferred). * Proven experience in a leadership role within client support, ideally in a B2B SaaS or technology organization.* Strong understanding of client support 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 client satisfaction and business outcomes. * Knowledge of CRM systems, tagging systems, and client support 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 outstanding performance. Other exceptional benefits include:* 401(k) match* Stock buy plan* Paid maternity and parental leave* PTO* Multiple health plans* And many more! Equal Opportunity Employerblithequark, Inc. is an Equal Opportunity Employer - By Decision. We believe that we are best equipped to help our partners, clients, and the communities we serve live better when we truly know them.That means getting it, respecting, and valuing diversity in all its forms, including styles, experiences, characters, thoughts, and opinions - while being inclusive of all. Ready to join the blithequark team? !