Experienced Senior Manager of Customer Support – Global Operations & Team Leadership

At blithequark, we're revolutionizing the way people create and launch software applications. Our cutting-edge AI-powered Agent and Assistant empower anyone to turn ideas into reality in just one click. With our mission to make programming more accessible around the world, we're seeking a highly skilled and strategic Senior Manager of Customer Support to lead our global support initiatives.

Join Our Journey

As a pioneer in the software development industry, blithequark is committed to innovation, collaboration, and customer satisfaction. Our team is passionate about creating a platform that enables anyone to build and deploy full-stack applications directly from their browser – no setup required. We're not just building software; we're building a community of creators, innovators, and problem-solvers.

Role Overview

We're looking for a seasoned Senior Manager of Customer Support to oversee our multi-channel support operations, lead a globally diverse team of customer support specialists, and drive process improvement and best practices to ensure exceptional customer satisfaction. This is a unique opportunity to join a fast-paced and dynamic team, where you'll have the chance to shape the future of customer support and make a lasting impact on our company's growth.

Key Responsibilities

As a Senior Manager of Customer Support, you'll be responsible for:

• Overseeing multi-channel support operations, including phone, email, chat, and self-service platforms for Account and Billing
• Leading, mentoring, and scaling a globally diverse customer support team of 15+ specialists
• Recruiting top talent and fostering a customer-centric culture, maintaining high team engagement and retention
• Designing scalable support processes to handle high-volume consumer and enterprise inquiries efficiently, defining customer experience standards and SLAs
• Partnering closely with Product, Engineering, GTM, and Support Engineering teams to communicate customer needs and bug prioritization
• Partnering with the executive team to integrate customer feedback into product development and business strategy

Requirements

To succeed in this role, you'll need:

• 6-10 years of Customer Support experience, with 4+ years in leadership roles
• Proven track record managing SaaS Customer Support operations and global teams
• Experience building support organizations and teams from the ground up or in high-growth environments
• Knowledge of support platforms (Zendesk preferred), collaboration tools, and AI tools to create efficiencies
• Excellent communication skills across technical and non-technical audiences
• Ability to thrive in fast-paced environments with a bias toward action, balancing high-volume support demands

Essential Qualities

* Strong leadership and management skills, with a proven track record of building and scaling high-performing teams

• Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams
• Strategic thinking and problem-solving skills, with the ability to analyze complex problems and develop effective solutions
• Strong analytical and technical skills, with the ability to understand and analyze customer support data and trends
• Ability to work in a fast-paced environment, with a bias toward action and a focus on delivering results

Preferred Qualifications

* Experience working in a SaaS environment, with a strong understanding of customer support operations and best practices

• Knowledge of AI-powered support tools and platforms, with experience integrating them into support operations
• Experience working with global teams, with a strong understanding of cultural and linguistic differences
• Strong project management skills, with the ability to prioritize and manage multiple projects simultaneously
• Experience working with customer feedback and data, with a strong understanding of how to use it to inform product development and business strategy

Career Growth Opportunities & Learning Benefits

At blithequark, we're committed to helping our employees grow and develop their careers. As a Senior Manager of Customer Support, you'll have access to:

• Regular training and development opportunities, including workshops, conferences, and online courses
• Mentorship and coaching from experienced leaders and professionals
• Opportunities to take on new challenges and responsibilities, with a focus on career growth and development
• A dynamic and supportive work environment, with a focus on collaboration and teamwork

Work Environment & Company Culture

Our office is located in Foster City, CA, and we offer a dynamic and supportive work environment, with a focus on collaboration and teamwork. As a Senior Manager of Customer Support, you'll have the opportunity to work with a talented and diverse team, with a focus on delivering exceptional customer satisfaction.

Compensation, Perks, & Benefits

We offer a competitive salary and equity package, as well as a range of benefits and perks, including:

• Competitive salary and equity package
• 401(k) program
• Health, dental, vision, and life insurance
• Short-term and long-term disability
• Paid parental, medical, and caregiver leave
• Commuter benefits
• Monthly wellness stipend
• Autonomous work environment
• In-office setup reimbursement
• Flexible time off (FTO) + holidays
• Quarterly team gatherings
• In-office amenities

How to Apply

If you're a motivated and experienced leader, with a passion for customer support and a commitment to excellence, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter, outlining your experience and qualifications for the role.

Equal Employment Opportunity

blithequark is an equal employment opportunity employer, committed to diversity and inclusion. We welcome applications from all qualified candidates, including and especially those from underrepresented and non-traditional backgrounds.

In-Office Requirement

This is a full-time role that can be held from our Foster City, CA office. The role has an in-office requirement of Monday, Wednesday, and Friday. Apply to this Job Apply for this job