**Senior Manager, Customer Service - Customer Experience Transformation at blithequark**

Are you a seasoned customer service leader with a passion for driving exceptional customer experiences? Do you thrive in fast-paced environments where innovation and collaboration are key? If so, we invite you to join blithequark, a leading provider of camera-based home security solutions, as our Senior Manager of Customer Service. In this pivotal role, you will lead our Customer Success team and be responsible for setting the strategic direction to ensure our customers have a seamless, exceptional experience with our world-class products and services. As a key member of our dynamic Customer Service organization, you will play a central part in identifying and driving the changes necessary to improve operational and organizational efficiency. **About blithequark** blithequark is a pioneering company in the home security industry, committed to providing customers with affordable products that protect their home and loved ones. Our Customer Service team is dedicated to delighting our customers and improving their experience with our product through outstanding service and customer obsession. As a Senior Manager of Customer Success, you will report directly to our Head of Customer Service and lead the Customer Success team within our CS org, ensuring we deliver against our promise of exceptional service. **A Day in the Life** As the Senior Manager of the Customer Success team at blithequark, your day is filled with strategic responsibilities to ensure exceptional customer experiences. You start your day by reviewing customer service metrics and identifying areas for improvement. You then meet with your Customer Success team to discuss key customer pain points and strategize ways to address them efficiently. Throughout the day, you collaborate closely with the Product, Engineering, and other cross-functional teams, advocating for customer needs, providing valuable insights, and influencing the product roadmap to enhance the overall customer experience. You'll streamline processes, optimizing resources, and drive continuous improvements, building and nurturing a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence, recognizing achievements, and providing coaching to your team. **Key Responsibilities** * Spearhead the strategy and execution for the Customer Success team to deliver frictionless support and enable customer satisfaction * Collaborate closely with Product, Engineering, and other departments to advocate for customer needs and enhance the overall product experience * Identify opportunities to streamline processes, optimize resources, and drive continuous improvements in the service delivery model * Build and nurture a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence * Use data-driven insights to make informed decisions and implement proven customer success best practices * Represent the voice of the customer and serve as a strategic partner to key stakeholders * Measure, achieve, and communicate agreed-upon key performance indicators * Understand and address customer experience outliers in real-time * Lead and inspire a culture of customer obsession and excellence within the organization, serving as a role model for proactive and results-oriented leadership * Collaborate directly with leadership from our numerous Customer Success teams to manage existing development and implement AI into our workflows, evolving the customer experience **Essential Qualifications** * 10+ years of experience managing Contact Center Technical support teams for consumer products * 10+ years of experience managing Customer Success teams within a tech company, for consumer products * Proactive, results-oriented mindset, with a commitment to driving customer success and achieving business objectives * Excellent communicator, both verbally and written, with an ability to deliver presentations and influence, and manage collaborators at all levels (technical, business, executive) * Applied experience with CSAT methodologies (Linkert, Binary, Rating, Semantic Differential) and methods, CSAT, NPS, CES * Experience with Salesforce Service Cloud, Enlightened CSAT, Tethr CSAT AI, Qualtronix, Delighted, Survey Monkey, etc. * Experience with Excel or Tableau at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, macros, etc.) **Preferred Qualifications** * Fluent in Spanish, both written and verbal * Proven leadership skills, with a focus on partnering with both leaders across the organization and direct reports * Demonstrated track record of building teams and designing processes to improve customer experience * Ability to thrive in a fast-paced and dynamic work environment, adapting quickly to changing priorities and business needs * Strong leadership skills with the ability to inspire and motivate teams in a fast-paced and dynamic environment **What We Offer** * Competitive salary * Opportunity to work with a dynamic and innovative company * Collaborative and inclusive work environment * Professional development and growth opportunities * Comprehensive benefits package, including medical, financial, and other benefits * Equity and sign-on payments, as part of a total compensation package **How to Apply** If you're a seasoned customer service leader with a passion for driving exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you! **Equal Opportunity Employer** blithequark is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. We are committed to creating an inclusive and diverse work environment that empowers our employees to deliver the best results for our customers. Apply for this job