**Experienced Full Stack Customer Support Director – 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 blithequark** blithequark is a cutting-edge technology company that specializes in productizing rich data resources to better serve clients. Our flagship product, Luminate, is a suite of data-driven solutions that empower businesses and brands to make informed decisions. As a leader in the industry, we are committed to innovation, customer satisfaction, and employee growth. **Job Summary** As the Director of Customer Support, you will be responsible for overseeing and driving the customer support function for our B2B SaaS information organization. You will lead a team of support experts, develop and execute support processes, and foster a customer-driven culture within the company. Your primary objective will be to ensure exceptional customer satisfaction and loyalty while driving business results. **Key Responsibilities** * **Administration and Procedure** + Create and execute customer service procedures aligned with the company's overall objectives and goals. + Provide vision and leadership to the customer support team, setting clear objectives and targets. + Cultivate 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 support colleagues on an as-needed 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 cross-functional teams, such as product development, business development, and record management, to enhance the overall customer experience. * **Process Improvement** + Continuously assess and improve support cycles, 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 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 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 Advantages** In 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 Employer** blithequark 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 understand and appreciate diversity in all its forms - while being inclusive of all individuals. If you are a motivated and results-driven leader who is passionate about delivering exceptional customer experiences, we invite you to apply for this exciting opportunity to join our team at blithequark. Apply for this job