Transformative Leader: Senior Manager, Customer Service at Blink

Join the Pioneering Team Redefining Home Security Solutions

Blink, a trailblazing provider of innovative camera-based home security solutions, is on the hunt for an exceptional and visionary Senior Manager of Customer Service to spearhead our dynamic Customer Service organization. As a pivotal leader, you will orchestrate the strategic direction of our Customer Success team, ensuring seamless and exceptional experiences for our customers with our world-class products and services.

In this critical role, you will be the driving force behind identifying and implementing transformative changes to enhance operational and organizational efficiency. You will forge strategic partnerships with cross-functional teams to provide actionable insights, influence the product roadmap, and maximize the end-to-end customer experience – a core tenet of Blink's customer-obsessed leadership philosophy.

Key Responsibilities:

• Develop and execute the strategy 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
• Utilize data-driven insights to inform decisions and implement proven customer success best practices
• Represent the voice of the customer and serve as a strategic partner to key stakeholders
• Measure, achieve, and communicate agreed-upon key performance indicators
• Address customer experience outliers in real-time and lead a culture of customer obsession and excellence within the organization

A Day in the Life:

As the Senior Manager of the Customer Success team at Blink, your day will be filled with strategic responsibilities to ensure exceptional customer experiences. You will start by reviewing customer service metrics, identifying areas for improvement, and meeting with your team to discuss key customer pain points. Throughout the day, you will collaborate with cross-functional teams, advocate for customer needs, and influence the product roadmap to enhance the overall customer experience.

About the Team:

Blink is dedicated to providing customers with affordable products that protect their homes and loved ones. Our Customer Service team delights customers and improves their experience with our products through outstanding service and customer obsession. As the Senior Manager of Customer Success, you will report directly to Blink's Head of Customer Service and lead the Customer Success team, ensuring we deliver against our promise of exceptional service.

Basic 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 communication skills, both verbal and written, with the ability to deliver presentations and influence collaborators at all levels
• Applied experience with CSAT methodologies and methods, including CSAT, NPS, and CES
• Experience with Salesforce Service Cloud, Enlightened CSAT, Tethr CSAT AI, Qualtronix, Delighted, Survey Monkey, and other relevant tools
• Intermediate-level experience with Excel or Tableau, including pivot tables, charts, and data analysis

Preferred Qualifications:

• Fluency in Spanish, both written and verbal
• Proven leadership skills, with a focus on partnering with leaders 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

What We Offer:

Amazon is committed to a diverse and inclusive workplace. We offer a competitive salary, comprehensive benefits, and a dynamic work environment. Our compensation reflects the cost of labor across several US geographic markets, with a base pay range of $144,800/year to $250,400/year, depending on location and experience. We also offer equity, sign-on payments, and other forms of compensation as part of a total compensation package.

Ready to join our pioneering team and transform the home security industry? Apply now and take the first step towards an exciting and rewarding career with Blink!