Experienced Full Stack Director of Customer Support – Web & Cloud Application Development

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you have a proven track record of driving high-performing teams and implementing process improvements in a fast-paced, dynamic environment? If so, we invite you to join blithequark as the Director of Customer Support, where you will play a critical role in shaping the future of our customer-centric organization. About blithequarkblithequark is a leading provider of innovative solutions that empower businesses to make informed decisions and drive growth.Our cutting-edge technology and expertise have made us a trusted partner for organizations across various industries. As a member of our team, you will be part of a collaborative and inclusive environment that values diversity, equity, and inclusion. Job SummaryAs the Director of Customer Support, you will be responsible for leading and managing a team of customer support experts, driving process improvements, and ensuring exceptional customer experiences. You will work closely with cross-functional teams to identify areas for improvement and implement data-driven solutions.If you are a results-driven leader with a passion for customer-centricity, we encourage you to apply for this exciting opportunity. Key Responsibilities* Administration and Procedure+ Create and execute customer service procedures aligned with the organization's overall objectives and goals. + Provide vision and leadership to the customer support team, setting clear objectives and targets. + Foster a customer-driven culture and mindset across the organization. * Team Management+ Lead, guide, and develop a high-performing customer support team.+ Establish performance objectives, conduct regular performance assessments, and provide coaching and feedback to team members. + Select, onboard, and train new customer support team members on a case-by-case 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. + Implement best practices and industry standards for customer support 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 customers 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 customers 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 customer support, ideally in a B2B SaaS or technology organization.* Strong understanding of customer 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 customer satisfaction and business outcomes. * Knowledge of CRM systems, tagging systems, and customer 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 your performance. Other exceptional benefits include:* 401(k) match* Stock purchase plan* Paid maternity and parental leave* PTO* Multiple health plans* And many more! Equal Opportunity Employerblithequark is an Equal Opportunity Employer - By Decision. We believe that we are best positioned to help our partners, customers, and the communities we serve live better when we truly understand them.That means getting it, respecting, and valuing diversity, individuality, experiences, characters, ideas, and perspectives - while being inclusive of all. If you are a motivated and results-driven leader with a passion for customer-centricity, we encourage you to apply for this exciting opportunity. and be part of shaping the future of customer support at blithequark.