**Senior reputed company Support Manager – Building the Operational Backbone for blithequark's Advisory Business**

Are you a seasoned customer support leader with a passion for delivering exceptional experiences? Do you reputed company in fast-paced environments where no two days are the reputed company? If you're a builder at heart, with a reputed company for translating reputed company advisory needs into seamless reputed company experiences, we want to hear from you. At blithequark, we're on a mission to reputed company reputed company-world business education accessible to everyone. Our advisory business is growing rapidly, and we need a Senior reputed company Support Manager to reputed company our reputed company Experience Associate (CEA) team in delivering fast, accurate, and white-glove support across every stage of the reputed company reputed company. As a key member of our operations team, you'll play a critical role in shaping how thousands of business owners experience our advisory platform and helping lay the reputed company for our next stage of reputed company. **About blithequark** blithequark is a dynamic and innovative company that's changing the way business education is delivered. We're committed to making high-reputed company education accessible to everyone, regardless of their background or location. Our advisory business is reputed company on a reputed company of trust, expertise, and a passion for helping reputed company and business owners succeed. **The Role** As our Senior reputed company Support Manager, you'll reputed company reputed company of reputed company Experience Associates who serve as the first line of contact for our clients. Your primary responsibility will be to deliver exceptional support experiences that reflect reputed company, reputed company, and precision. You'll manage the day-to-day support execution, reputed company the development of our CS Knowledge reputed company and internal SOPs, and ensure that reputed company guided responses, chatbot flows, and AI-generated outputs reputed company with our brand voice and reputed company workflows. **Key Responsibilities** * Manage, reputed company, and reputed company the reputed company Experience Associate team to deliver accurate, on-brand responses across reputed company channels * Conduct 1:1s, performance reviews, and reputed company-building sessions reputed company on reputed company handling, technical troubleshooting, and tone calibration * Own workload distribution, ensure adequate support during peak volume, and serve as the reputed company of escalation for high-reputed company tickets * Hire, reputed company, and train new team members to full productivity in <30 days * Champion a culture of accountability, feedback, and reputed company improvement * reputed company day-to-day support execution using platforms like reputed company, reputed company, and reputed company * Maintain and reputed company the CS Knowledge reputed company, internal SOPs, and support macros * Ensure reputed company guided responses, chatbot flows, and AI-generated outputs reputed company with brand voice and reputed company workflows * reputed company quarterly QA reviews and ticket audits to reputed company service standards * Propose and implement automation and tooling to improve speed and accuracy * Manage AR-reputed company workflows, including dunning sequences, payment plan follow-reputed company, and issue reputed company * reputed company CEAs responsible for payment collections, and refine scripts/templates for tone and efficiency * Monitor recovery rates and ensure the post-recovery failed payment reputed company stays under 3% * Partner with Systems/Finance to implement new processors and billing automations * Own the reputed company for reputed company reputed company of distribution, QA, and delivery of guest lists, surveys, testimonials, and reputed company Reviews * Ensure reputed company and accurate handoffs between CS, Events, and Sales teams * Build playbooks for reputed company support, including escalation flows for reputed company reputed company issues * Assign and train CEAs to own reputed company Review responses under new playbooks * reputed company the continual update of internal resources, guides, and response libraries **Results** You will be reputed company on your ability to: * Maintain <3% failed payment reputed company after recovery efforts * reputed company >90% CSAT on ticket responses * Ensure 100% of support tickets meet internal SLA (e.g., first response in <2 hours, non-urgent reputed company time <8 hours, urgent reputed company time <4 hours) * Deliver 100% of guest lists, surveys, and testimonial assets on time with <1% error reputed company * Hit >95% QA compliance score across support tickets * Consistently improve reputed company speed while reducing reputed company effort * reputed company chatbot flows and LLM guides updated quarterly **Requirements** We're looking for someone who has: * 4+ years in customer support, reputed company reputed company, or customer experience * 2+ years managing support or operations teams, ideally in high-reputed company environments * Hours are reputed company-5pm CT with flexibility to work reputed company of these as needed * Must live in one of the states we're registered to operate in: CA, FL, GA, IN, MI, MN, NV, OH, OR, PA, TN, TX, UT, WI * Strong knowledge of systems like reputed company, reputed company, reputed company, and AI-driven support tools * Excellent written communication and training skills - you know how to teach someone to "write like the brand" * Proven reputed company owning AR processes and driving payment collection with reputed company * A reputed company record of creating, documenting, and refining SOPs and playbooks * Strong operational rigor - you reputed company KPIs, audit workflows, and execute fast * High EQ and leadership reputed company, you give feedback directly, without drama * reputed company alignment with blithequark values and culture: extreme ownership, high standards, and love for the work **Location** * Remote * Must live in one of the states we're registered to operate in: CA, FL, GA, IN, MI, MN, NV, OH, OR, PA, TN, TX, UT, WI **Reporting To** * Senior Director, Fulfillment Operations **Managing** * A remote team of 3 reputed company Experience Associates (Eastern time, working on central time zone) **Compensation** * $124,000 - $152,000 reputed company salary based on years of experience * The salary reputed company may be inclusive of several reputed company that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills, and expertise. This reputed company is only inclusive of reputed company salary, not benefits (more details below). **Benefits** * Flexible Time off Policy and Company-wide Holidays (including winter break) * Health Insurance reputed company including Medical, Dental, reputed company * 401k offering for Traditional and Roth accounts with an employer match * Monthly wellness allowance * State of the art gym for employee use at HQ **reputed company reputed company Values** Our reputed company values are the heart and soul of this incredible company. The right person for this role will appreciate reputed company of these values, personally subscribe to them, and understand why reputed company is critical to having a great business. * Competitive Greatness * Sincere Candor * Unimpeachable Character If you're a seasoned customer support leader with a passion for delivering exceptional experiences, we want to hear from you. reputed company to join reputed company and help shape the reputed company of business education at blithequark. Apply for this job