**Senior Customer Support Manager – Empowering Fan Experiences at blithequark**

Are you passionate about delivering exceptional customer support and empowering fan experiences? Do you thrive in fast-paced environments where innovation and creativity meet? Look no further! blithequark is seeking a seasoned Senior Customer Support Manager to join our mission to revolutionize commerce for brands that don't just have customers, they have fans. **About blithequark** blithequark is a pioneering company that's changing the face of commerce. We're building a platform that helps global brands and retailers maximize high-intensity retail moments, providing hype-scale infrastructure, bot and scammer detection, and robust checkout management. Our goal is to create a fair and seamless experience for both fans and retailers, and we're looking for talented individuals to help us achieve this vision. **Join Our Community** At blithequark, we're not just building a company – we're building a community of like-minded individuals who share our passion for innovation, fairness, and customer satisfaction. We believe that when people feel valued and empowered, they thrive. That's why we're committed to creating a workplace that's inclusive, supportive, and fun. **What You'll Do** As our Senior Customer Support Manager, you'll play a critical role in shaping the future of commerce at blithequark. Your primary responsibilities will include: * Developing and evolving the Customer Support function to meet the evolving needs of our growing customer base * Scaling yourself to become an expert in dealing with complex customer queries, while building and providing materials and resources for customers to self-serve more basic requests using knowledge bases, workflows, and automation * Utilizing software and tooling to create efficiencies and processes to deal with an increasing volume of customer support requests in an efficient manner * Working with B2C and B2B customers to handle support requests across two core product types * Establishing "what good looks like" for Customer Support and building reporting to serve updates to the organization on the state of Customer Support periodically * Collaborating with teams to establish and refine escalation pathways so that more complex issues in both B2B and B2C groups are served in the correct way * Ensuring customers in both B2C and B2B are handled in a way that represents the blithequark brand **Who We Look For** We're not just looking for someone with experience – we're looking for someone who shares our values and is passionate about delivering exceptional customer support. If you have: * 5+ years of experience working in Customer Support or related roles, ideally in fast-paced Start-Up or SaaS-based environments * Experience (and/or interest) in how software products are developed, iterated, and how features impact the way Customer Support is handled for groups of customers * Expertise in using various industry-standard tools and CRM such as Hubspot, Zendesk, etc. * Experience using software and tooling to create automations, workflows, and high-quality knowledge bases for customers to self-serve the most common requests * Proficiency in building and understanding reports, datasets, and dashboards that help to visualize the performance of the Customer Support function and identify trends and further pain points to address * Experience building Customer Support processes and using tooling like Notion to create internal staff resources * Exceptional relationship-building, verbal, and written communication skills, with a proven ability to work with various stakeholders cross-functionally **What We Offer** At blithequark, we believe in fairness and equality for all. That's why we offer: * Equity in blithequark – we want our team to have skin in the game and to be as invested as we are in blithequark's success * Competitive compensation, with a salary range of $70,000 - $90,000 USD * A flexible work environment because we understand that everyone works differently and want to support our team to be their best * Generous time off above and beyond what we are required to because we know that well-rested people make better decisions and are more engaged – when you thrive, we thrive * A workplace that welcomes the whole team, including their furry friends **Diversity, Equity, and Inclusion** At blithequark, diversity, equity, and inclusion are fundamental to how we grow and operate our business. We're building a diverse workforce that cultivates and supports all individuals. We believe a culture of equality creates a stronger work environment for all employees and that we are all accountable for encouraging and celebrating diverse voices. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, color, gender, sexual orientation, age, disability status, marital status, caring responsibilities, pregnancy status, religion, political opinion, national or social origin. **Ready to Join the Journey?** If you're passionate about delivering exceptional customer support and empowering fan experiences, we want to hear from you! Apply now to join our team and be part of something revolutionary. Apply for this job