**Senior Manager, Customer Service - Customer Experience Transformation at blithequark**

Are you a seasoned customer service leader with a passion for driving exceptional customer experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark, a leading provider of camera-based home security solutions, as our Senior Manager of Customer Service. In this pivotal role, you will lead our Customer Success team and be responsible for setting the strategic direction to ensure our customers have a seamless, exceptional experience with our world-class products and services. **About blithequark** blithequark is a dynamic and innovative company that is revolutionizing the home security industry with its cutting-edge camera-based solutions. Our mission is to provide customers with affordable products that protect their home and loved ones, while delivering outstanding service and customer obsession. As a key member of our Customer Service organization, you will play a central role in shaping the future of customer experience at blithequark. **Key Responsibilities** As the Senior Manager of Customer Success, you will be responsible for leading our Customer Success team and driving the strategy and execution to deliver frictionless support and enable customer satisfaction. Your key responsibilities will include: * Spearheading the strategy and execution for the Customer Success team to deliver exceptional customer experiences * Collaborating closely with Product, Engineering, and other departments to advocate for customer needs and enhance the overall product experience * Identifying opportunities to streamline processes, optimize resources, and drive continuous improvements in the service delivery model * Building and nurturing a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence * Using data-driven insights to make informed decisions and implement proven customer success best practices * Representing the voice of the customer and serving as a strategic partner to key stakeholders * Measuring, achieving, and communicating agreed-upon key performance indicators * Understanding and addressing customer experience outliers in real-time * Leading and inspiring a culture of customer obsession and excellence within the organization, serving as a role model for proactive and results-oriented leadership * Collaborating directly with leadership from our numerous Customer Success teams to manage existing development and implement AI into our workflows, evolving the customer experience **A Day in the Life** As the Senior Manager of the Customer Success team at blithequark, your day will be filled with strategic responsibilities to ensure exceptional customer experiences. You will start your day by reviewing customer service metrics and identifying areas for improvement. You will then meet with your Customer Success team to discuss key customer pain points and strategize ways to address them efficiently. Throughout the day, you will collaborate closely with the Product, Engineering, and other cross-functional teams, advocating for customer needs, providing valuable insights, and influencing the product roadmap to enhance the overall customer experience. You will also streamline processes, optimize resources, and drive continuous improvements, building and nurturing a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence. **About the Team** Our Customer Service team at blithequark is dedicated to delighting our customers and improving their experience with our product through outstanding service and customer obsession. As the Senior Manager of Customer Success, you will report directly to our Head of Customer Service and lead the Customer Success team within our CS organization, ensuring we deliver against our promise of exceptional service. **Basic Qualifications** To be successful in this role, you will need to possess the following 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 verbally and written, with the ability to deliver presentations and influence, and manage collaborators at all levels (technical, business, executive) * Applied experience with CSAT methodologies (Linkert, Binary, Rating, Semantic Differential) and methods, CSAT, NPS, CES * Experience with Salesforce Service Cloud, Enlightened CSAT, Tethr CSAT AI, Qualtronix, Delighted, Survey Monkey, etc. * Experience with Excel or Tableau at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, macros, etc.) **Preferred Qualifications** While not required, the following qualifications would be beneficial for this role: * Fluency in Spanish, both written and verbal * Proven leadership skills, with a focus on partnering with both leaders across the organization 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 **Why Join blithequark?** At blithequark, we are committed to creating a diverse and inclusive workplace where everyone feels valued and empowered to succeed. We offer a range of benefits, including: * Competitive salary and bonus structure * Comprehensive health insurance and wellness programs * Flexible work arrangements and remote work options * Professional development opportunities and training programs * Collaborative and dynamic work environment * Recognition and rewards for outstanding performance **How to Apply** If you are a seasoned customer service leader with a passion for driving exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your resume and cover letter, highlighting your relevant experience and qualifications. We look forward to hearing from you! **Equal Employment Opportunity** blithequark is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. 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