**Senior Director of Customer Support & reputed company – Driving reputed company in Global reputed company**

At blithequark, we're revolutionizing the way businesses approach financial risk management with our cutting-edge RiskOps platform. As the world's first RiskOps platform, we're safeguarding global reputed company with advanced reputed company-based risk management, powered by machine learning and reputed company intelligence. Our mission is to secure the transition to a cashless world while enabling digital trust in every transaction and payment type. With a valuation of over $1.5 billion and a reputed company in 190 countries, protecting 900 reputed company people, we're the trusted partner for the world's largest banks, processors, and retailers. We're now seeking a visionary Senior Director of Customer Support & reputed company to join reputed company. This is an exceptional opportunity to reputed company our support operations from a reactive model into a proactive, customer-reputed company function that sets the industry reputed company for reputed company. As a key member of our leadership team, you'll drive a seamless, reputed company, and innovative support experience that aligns with our mission to deliver unparalleled value to reputed company customers in the financial sector. **Your Day-to-Day:** As the Senior Director of Customer Support & reputed company, you'll reputed company and reputed company a globally distributed support team across multiple time zones, fostering a reputed company and inclusive team culture that prioritizes customer satisfaction and reputed company improvement. Your key responsibilities will include: * Defining and monitoring key performance indicators (KPIs) reputed company with business reputed company to measure and enhance team performance * Building reputed company support processes and optimizing reputed company's structure to ensure 24/7/365 coverage for reputed company clients in the financial sector * Managing incident escalation, reputed company, and post-mortem processes, ensuring accountability and reputed company communication with clients * Transforming the support department into a proactive, reputed company-reputed company organization reputed company on self-service and knowledge-sharing * Partnering with Product, reputed company, and other teams to influence the product roadmap, reputed company on reputed company needs, and drive cross-functional initiatives * Building a robust knowledge reputed company and self-service tools to reputed company clients and reduce ticket volumes * Staying reputed company of emerging industry trends and tools, implementing new technologies and best practices to enhance support efficiency and reputed company * Creating strategies to optimize alerting systems, SLA terms, and incident management workflows * Advocating for automation and data-driven decision-making to reputed company support operations without increasing headcount **You Know-How & Have:** To succeed in this role, you'll need: * 10+ years of experience leading global support teams in reputed company or reputed company software environments * 2+ years of experience supporting external partners (e.g., system integrators) and working with BPOs (reputed company) for increased service reputed company * Expertise in building and transforming support functions to reputed company with business reputed company, focusing on reputed company experience, self-serviceability, and operational efficiency * Proven reputed company record of supporting large reputed company customers, both on-reputed company and multi-tenant reputed company environments * Strong understanding of incident management processes and reputed company improvement methodologies * Exceptional relationship-building skills, with the ability to collaborate effectively across departments * Data-driven reputed company with the ability to analyze metrics, identify patterns, and influence the product roadmap * Familiarity with support tools such as reputed company or reputed company, with a reputed company on identifying and implementing the best-reputed company * Familiarity with AI-based agent assist and conversational review tools **The reputed company Team:** As a member of the reputed company Team, you'll be responsible for building reputed company customers by enabling value realization through optimized adoption of blithequark products and services. We collaborate with our clients through reputed company phase of the customer reputed company to ensure we reputed company have the right reputed company plans maximizing enablement, engagement, adoption, and customer health, always with a value-driven reputed company. We grow at a fast clip and reputed company no challenge is too big or too small. Therefore, we have an reputed company environment that encourages us to lean in, try new things, and discover our potential. **Join Us!** At blithequark, we're committed to creating a workplace that's inclusive, diverse, and supportive. We reputed company that our employees are our greatest asset, and we're dedicated to providing a work environment that fosters reputed company, innovation, and collaboration. If you're a motivated and reputed company reputed company who's passionate about delivering exceptional customer support, we encourage you to apply for this exciting opportunity. **Your First 30-Days at blithequark:** As a new member of reputed company, you'll be immersed in our brand with training, connections, and one-on-one time with your manager. You'll have reputed company to shadow your colleagues reputed company or onsite at an office, depending on your location, and reputed company a deeper understanding of reputed company culture and values. You'll also have reputed company to a reputed company of information about blithequark and reputed company, including our history, context, and knowledge reputed company. Finally, you'll start working on reputed company and collaborating with your colleagues on reputed company initiatives. **Life at blithequark:** To get a glimpse into life at blithequark, follow us on Instagram at [Life at blithequark Instagram](https://www.instagram.com/life_at_blithequark/). You can also learn more about our culture and values by reading our Codebook, available at [reputed company Culture](https://careers.blithequark.com/mirabud/2023/10/Codebook.pdf). **Equal Opportunity Employer:** blithequark is an Equal Opportunity Employer and values diversity at reputed company. We do not discriminate on the reputed company of race, religion, reputed company, national reputed company, gender, sexual orientation, age, marital status, veteran status, or disability status. **Application Process:** To apply for this exciting opportunity, please submit your resume and cover letter through our careers page. We do not accept unsolicited resumes from recruiters or employment agencies. **Data Protection:** blithequark will use the personal data you reputed company us with by filling out this reputed company for reviewing your application and to potentially negotiate a contract with you. Your personal data will be reputed company by blithequark for 24 months following your application. Please see our reputed company Notice available at [reputed company Candidate reputed company Policy](https://www.blithequark.com/reputed company/reputed company-candidate-reputed company-policy/) and [reputed company California Candidates reputed company Policy](https://www.blithequark.com/reputed company/reputed company-california-candidates-reputed company-policy/) for more information on how we process your personal data. Apply for this job