**Senior Manager, Customer Service – Customer Obsession and Excellence at blithequark**

Are you a customer-centric leader with a passion for driving exceptional experiences? Do you thrive in fast-paced environments where innovation and excellence are the norm? Look no further than blithequark, a leading provider of camera-based home security solutions, as we seek an experienced Senior Manager of Customer Service to join our dynamic Customer Service organization. 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 leadership team, you will play a central part in identifying and driving the changes necessary to improve operational and organizational efficiency. You will develop strategic partnerships with cross-functional teams to provide valuable insights, influence the product roadmap, and maximize the end-to-end customer experience – a core tenet of blithequark's customer-obsessed leadership philosophy. **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. This allows you to advocate for customer needs, provide valuable insights, and influence 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. **About the Team** blithequark is in the home security business to provide customers affordable products that protect their home and loved ones. Our Customer Service team delights our customers and improves their experience with our product through outstanding service and customer obsession. The Senior Manager of Customer Success reports directly to blithequark's Head of Customer Service and leads the Customer Success team within our CS org, making sure we deliver against our promise of exceptional service. **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 * Measures, achieves, and communicates agreed-upon key performance indicators * Understands and addresses 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 **Work Environment and Company Culture** blithequark is committed to creating a diverse and inclusive workplace where our employees feel valued, respected, and empowered to deliver exceptional results. Our inclusive culture empowers our team members to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit our website for more information. **Compensation and Benefits** Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $144,800/year in our lowest geographic market up to $250,400/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. blithequark is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. **Career Growth Opportunities and Learning Benefits** At blithequark, we believe in investing in our employees' growth and development. We offer a range of training programs, mentorship opportunities, and career advancement possibilities to help you achieve your career goals. Our employees have access to a comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401(k) matching program and paid time off. **Conclusion** If you are a customer-centric leader with a passion for driving exceptional experiences, we encourage you to apply for this exciting opportunity to join our dynamic Customer Service organization at blithequark. As a Senior Manager of Customer Service, you will play a central part in shaping the future of our company and delivering exceptional results for our customers. We look forward to hearing from you! Apply for this job