**Experienced Full Stack Customer Support Director – B2B SaaS Information Organization**

Are you a seasoned customer support leader looking to drive exceptional experiences for clients in a dynamic and innovative environment? Do you have a passion for building high-performing teams and fostering a culture of excellence? If so, we invite you to join blithequark, a forward-thinking organization revolutionizing the way businesses interact with their customers. As the Director of Customer Support, you will play a pivotal role in shaping the customer experience for blithequark's B2B SaaS information organization. With a strong focus on driving process enhancements, encouraging a client-driven culture, and ensuring outstanding consumer loyalty, you will lead a team of support experts to deliver exceptional results. **About blithequark** blithequark is a pioneering company that specializes in productizing rich information resources to better serve clients. Our Luminate platform is a suite of information products that provide meaningful, client-driven experiences to help traders and brands make informed business decisions. As a key member of our team, you will be part of a dynamic and inclusive environment that values diversity, equity, and inclusion. **Key Responsibilities** As the Director of Customer Support, your primary responsibilities will include: ### Administration and Procedure * Create and execute the customer service procedure aligned with the organization's overall objectives and targets. * Provide vision and leadership to the customer care team, establishing clear goals and objectives. * Foster a client-driven culture and mindset across the organization. ### Team Management * Lead, guide, and develop a high-performing customer service team. * Establish performance objectives, conduct regular performance assessments, and provide coaching and feedback to team members. * Select, onboard, and train new support colleagues on a case-by-case basis. ### Consumer Loyalty and Maintenance * Drive initiatives to ensure outstanding consumer loyalty and standards for reliability. * Monitor customer feedback and develop strategies to address customer needs and concerns. * Collaborate with other departments, such as product development, business development, and record management, to enhance the overall customer experience. ### Process Improvement * Continuously assess and improve support cycles, work processes, and tools to enhance efficiency and effectiveness. * Execute best practices and industry standards for customer care activities. * Investigate support metrics and KPIs to identify trends, areas of improvement, and implement data-driven solutions. ### Cross-Functional Collaboration * Collaborate closely with the business, marketing, and product and tech teams to align support efforts with business objectives. * Provide insights and recommendations based on customer feedback and support data to drive product upgrades and improvements. * Serve as a liaison between customers and internal teams, ensuring smooth communication and issue resolution. ### Escalation Management * Handle complex or escalated customer issues, ensuring timely and satisfactory resolution. * Develop and maintain strong relationships with key clients and partners. **Requirements** To succeed in this role, you will need: * A bachelor's degree in business, software engineering, or a related field (Master's degree preferred). * Demonstrated experience in a leadership position within customer support, ideally in a B2B SaaS or technology organization. * Strong understanding of customer service standards, best practices, and industry trends. * Excellent communication and interpersonal skills, with the ability to build relationships and influence partners at all levels. * Experience in managing and growing high-performing teams. * Analytical mindset with the ability to use data and metrics to drive process improvements and decision-making. * Results-oriented with a focus on customer loyalty and business results. * Knowledge of CRM systems, tagging systems, and customer care tools. * Strong critical thinking and problem-solving skills. * Adaptability to thrive in a fast-paced, dynamic environment. **Benefits and Advantages** In addition to competitive compensation, you can expect: * Performance-based bonuses * 401(k) match * Stock purchase plan * Paid maternity and parental leave * PTO * Multiple health plans * And many more benefits that support your well-being and career growth. **Equal Opportunity Employer** blithequark is an Equal Opportunity Employer – By Design. We believe that we are best equipped to help our partners, clients, and the communities we serve live better when we truly understand them. That means getting it, respecting, and valuing diversity, individual styles, experiences, characters, ideas, and perspectives – while being inclusive of all. If you are a motivated and experienced customer support leader looking to make a meaningful impact, we encourage you to apply for this exciting opportunity. Join our team and help shape the future of customer experience at blithequark. Apply for this job