Director of Customer Support – Lead Customer Experience and Drive Operational Excellence at blithequark

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where innovation and continuous improvement are key? If so, we invite you to join blithequark as our Director of Customer Support. As a key member of our Professional Services team, you will play a pivotal role in shaping the future of customer support at blithequark, driving operational excellence, and fostering long-term relationships with our valued clients.

About blithequark

At blithequark, we are a forward-thinking organization that has revolutionized the IP services industry with our commitment to efficiency, cost-effectiveness, and continuous improvement. Our journey began in 2004, and since then, we have grown to serve over 600 clients across the full IP life cycle with industry-leading products and services. Our team of 725+ IP and tech-savvy professionals is dedicated to achieving customer success and employee success through innovation and teamwork.

The Opportunity

As our Director of Customer Support, you will lead a talented team of customer support professionals, driving high levels of customer experience and satisfaction, and ensuring the smooth operation of post-production implementations and support. Your expertise will be instrumental in developing and implementing proactive customer engagement models, establishing and maintaining strong, long-term relationships with key customers, and promoting a culture of innovation and continuous improvement.

Key Responsibilities

### Leadership and Management

• Lead and mentor a team of customer support professionals to achieve exceptional performance and growth.
• Establish and maintain customer support processes and best practices, ensuring seamless execution and continuous improvement.
• Collaborate with leadership teams to drive strategic customer support needs aligned with overall business objectives.
• Foster a culture of innovation and continuous improvement by evaluating new technologies and methods to enhance customer satisfaction.

### Customer Support

• Oversee and manage the resolution of customer issues and requests in a timely and effective manner, ensuring high levels of customer satisfaction.
• Serve as the escalation point for complex and critical customer issues, maintaining strong internal team relationships.
• Oversee escalated tickets for existing clients, ensuring prompt and professional handling of support requests.
• Implement Root Cause Analysis (RCA) and corrective actions to prevent recurring issues.

### Customer Engagement

• Conduct regular meetings with customers to monitor system performance and gather feedback, driving proactive issue resolution and improvement.
• Manage Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) and report findings to management.
• Develop and maintain strong relationships with key customer stakeholders, fostering long-term partnerships.

### Operational Excellence

• Implement and monitor key performance indicators (KPIs) to assess team performance, driving continuous improvement and efficiency.
• Collaborate with Product Development, Sales, and Implementation teams to ensure a seamless customer experience.
• Effectively manage the transition of post-production support from implementation teams or other stakeholders.
• Implement and maintain support tools (such as JIRA), development tools (automation for upgrades/OOB), and IP systems.

### Strategic Planning

• Develop and execute a strategic plan for the support team, aligning with company goals and industry trends.
• Stay updated on industry trends and best practices to enhance the support function continually.
• Provide insights and recommendations to senior management based on customer feedback and support trends.

Requirements

* Bachelor's degree in Computer Science, Information Technology, or a related field; an advanced degree is preferred.

• Minimum of 10 years of experience in customer support or a related field within technology firms, with at least 5 years in a leadership role.
• Proven experience in supporting software products and technology-centric services; experience with Salesforce-based applications and services is a plus.
• Strong understanding of intellectual property management solutions is preferred.
• Excellent leadership, communication, and interpersonal skills.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Strong problem-solving and analytical skills.
• Customer-focused mindset with a commitment to delivering exceptional service.

Benefits

At blithequark, we offer a comprehensive benefits package to support your well-being and career growth:

• Remote Work: Option for fully remote work, offering flexibility to support a healthy work-life balance.
• Health Coverage: Medical, dental, and vision insurance to support your well-being.
• Retirement Savings: 401(k) plan to help you plan for the future.
• Unlimited / Responsible Time Off: Flexible time-off policy.

Why Join Us?

* Work with one of Silicon Valley's fastest-growing tech companies.

• Work on cutting-edge technologies and lead impactful projects for a global client base across diverse industries.
• Enjoy a competitive salary, comprehensive benefits, and career growth opportunities.
• Benefit from flexibility of remote work, promoting a better work-life balance.

Equal Opportunity Employer

blithequark is an Equal Opportunity Employer. We celebrate diversity and care committed to creating an inclusive environment for all employees. If you are a motivated and results-driven leader with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity to join our team at blithequark. Apply for this job