Experienced Customer Success Lead – Remote Team Leadership, Customer Experience Management, and Operational Efficiency Expert

Welcome to blithequark At blithequark, we are revolutionizing the at-home hair removal experience with our innovative products and customer-first approach. As a fast-growing DTC eCommerce brand, we are committed to delivering exceptional customer experiences that exceed expectations. We believe in fostering a culture of excellence, teamwork, and continuous learning, and we are seeking a talented Customer Success Lead to join our team. About the Role We are looking for a hands-on, strategic leader who thrives in a fast-paced environment and is passionate about team development, operational efficiency, and delivering top-tier support. As a Customer Success Lead at blithequark, you will play a critical role in elevating our support operations and team performance, ensuring that our customers receive the best possible experience. If you are a motivated and experienced leader with a passion for customer success, we encourage you to apply for this exciting opportunity. What You’ll Do As a Customer Success Lead at blithequark, your responsibilities will include: Leading and mentoring a team of 4 remote customer support agents, providing guidance, coaching, and feedback to ensure their success and growth. Monitoring daily performance to ensure KPIs and SLAs are met, and conducting regular 1:1s, feedback sessions, and performance reviews to drive team performance and development. Overseeing customer inquiries and escalations via Gorgias and email, ensuring timely, accurate responses to support tickets and chats, and handling complex or high-level complaints with empathy and professionalism. Analyzing customer feedback and support trends using Google Sheets, and collaborating cross-functionally with Marketing, Ops, and Fulfillment to address systemic issues and drive process improvements. Managing customer orders, returns, and inquiries via Shopify and Amazon Seller Central, and optimizing Gorgias macros, automations, and workflows to streamline support operations. Building and maintaining performance dashboards and reports, and recommending and implementing improvements to processes, policies, and customer journeys to drive customer satisfaction and loyalty. Requirements To be successful in this role, you will need: 5+ years of experience in Customer Support or Customer Success, including 2+ years in a leadership role, with a proven track record of driving team performance and customer satisfaction. Proficiency in Gorgias (or similar support platforms), Shopify, Amazon Seller Central, and Google Sheets (data analysis and reporting), with the ability to quickly learn and adapt to new tools and technologies. Strong communication skills and emotional intelligence, with the ability to effectively communicate with customers, team members, and stakeholders at all levels. A proven ability to lead, coach, and inspire remote teams, with experience in a fast-paced, high-growth DTC environment and a strong understanding of the challenges and opportunities of remote team management. What We Offer At blithequark, we offer a competitive compensation package, including: A salary range of $80,000 - $110,000 per year, depending on experience and qualifications. A comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off. Opportunities for career growth and professional development, including training, mentorship, and education assistance. A dynamic and supportive work environment, with a team of experienced and passionate professionals who are dedicated to delivering exceptional customer experiences. Flexible working hours and remote work options, with the ability to work from anywhere and maintain a healthy work-life balance. Our Culture At blithequark, we are committed to fostering a culture of excellence, teamwork, and continuous learning. We believe in: Delivering exceptional customer experiences that exceed expectations, and driving customer satisfaction and loyalty through every interaction. Fostering a culture of teamwork and collaboration, with open communication, transparency, and trust at all levels. Embracing diversity, equity, and inclusion, and creating a work environment that is welcoming, inclusive, and respectful of all individuals. Driving innovation and continuous improvement, with a focus on staying ahead of the curve and leveraging the latest technologies and trends to drive business success. How to Apply If you are a motivated and experienced leader with a passion for customer success, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to . We look forward to hearing from you and exploring how you can contribute to the success of blithequark. Conclusion At blithequark, we are committed to delivering exceptional customer experiences and driving business success through our innovative products and customer-first approach. As a Customer Success Lead , you will play a critical role in elevating our support operations and team performance, ensuring that our customers receive the best possible experience. If you are a motivated and experienced leader with a passion for customer success, we encourage you to apply for this exciting opportunity and join our team of dedicated and passionate professionals. Apply for this job