**Experienced Customer Support Operations Lead – Scaling Support Excellence at blithequark**

Are you a strategic and systems-oriented leader with a passion for improving customer support operations? Do you thrive in ambiguity and proactively build clarity? Are you a strong communicator and project manager with a proven track record of driving measurable improvements in CSAT, resolution time, and escalation management? If so, we invite you to join blithequark as our Customer Support Operations Lead (CSOL). At blithequark, we're committed to building better communities through our innovative mobile and cloud solutions. Our flagship product suite has more than 5 million units on its platform, and we're growing rapidly. As a key member of our team, you'll play a critical role in scaling our support operations to meet the needs of our customers and drive business growth. **About blithequark** Founded in 2011, blithequark builds mobile and cloud solutions to enable real-time property data. Our team is made up of thinkers, talkers, planners, makers, builders, and everything in between. Together, we're turning our passions into happier communities! When customers use our software, their communities get stronger. Our tools empower everyone in multifamily property management to improve their operations and maximize returns, which means they're building better experiences for their residents. **Our blithequark Culture** We strive to build better communities, and so we're dedicated to making our own community an enjoyable place that allows us to do our best work. We're devoted to building an inclusive, supportive culture that empowers each blithequark'er to succeed and grow. Our flexible company culture supports work-from-anywhere, and we offer unlimited vacation time, generous paid parental leave, competitive and equitable pay, including stock options, and monthly stipends to support Wellness and Home Office expenses. **Key Responsibilities** As our Customer Support Operations Lead, you'll be responsible for: * **BPO Management & Enablement**: Lead the operationalization of our BPO support partner within 12 weeks. Deliver clear SOPs, QA standards, tooling access, and structured training programs. Drive early performance improvements such as higher first contact resolution (FCR), reduced DSAT, and improved tone/process adherence. * **Escalation Strategy & Quality Improvement**: Develop a scalable escalation model that ensures faster, higher-quality resolution of customer issues. Reduce preventable escalations by empowering agents with better SOPs, tooling, and clarity. Improve cross-functional visibility and create actionable insights from high-priority cases. * **Tooling Optimization**: Own and optimize workflows across Zendesk, Jira, Slack, and Gainsight. Identify opportunities to automate repetitive tasks and improve agent experience. Build and maintain dashboards that surface real-time KPIs across internal and outsourced teams. * **Support Efficiency & SLA Adherence**: Streamline support processes and improve routing logic to reduce response and resolution times toward a <48-hour target. Prioritize scalable solutions that remove friction without sacrificing quality. * **Reporting & Cross-Functional Feedback Loops**: Establish structured reporting and feedback systems that uncover root causes and highlight trends. Translate support insights into actionable feedback for Product, Engineering, and Success to improve the customer journey. * **Documentation & Enablement**: Own internal knowledge management: maintain SOPs, QA checklists, onboarding guides, and enablement resources for L1 and L2 agents to ensure consistency, clarity, and quality across the support experience. **Required Qualifications** * 3–5+ years in Support Operations, Customer Experience, or related SaaS roles * Proven success onboarding and scaling BPO support teams with structured training and performance management * Deep experience administering Zendesk (certification a plus); strong knowledge of Jira, Gainsight, Slack workflows * Proficient in building dashboards and tracking KPIs using Zendesk Explore, Looker, or similar tools * Demonstrated ability to improve operational performance across CSAT, resolution time, and escalation management * Strong communication and project management skills; excels in cross-functional execution * Strategic thinker with a passion for systems, scale, and continuous improvement **Keys to Optimum Happiness at blithequark** * Thrives in ambiguity and proactively builds clarity * Focuses on long-term impact over quick wins * Enables others through systems, not mandates * Leverages technology and AI to empower people and simplify complexity * Embraces the challenges and rewards of growing in a scaleup environment **Additional Information** We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that blithequark upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, disability, and veteran status. blithequark is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you're a motivated and results-driven leader who is passionate about improving customer support operations, we encourage you to apply to this exciting opportunity. Join our team at blithequark and help us build better communities through innovative solutions and exceptional support. Apply for this job