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

Welcome to blithequark At blithequark, we're revolutionizing the at-home hair removal experience with our innovative products and customer-first approach. As a fast-growing DTC eCommerce brand, we're committed to delivering exceptional customer experiences that exceed expectations. We're now seeking a highly skilled and strategic Customer Success Lead to join our team and elevate our support operations and team performance to new heights. About the Role We're looking for a hands-on, results-driven leader who thrives in fast-paced environments and is passionate about team development, operational efficiency, and delivering top-tier support. As our ideal candidate, you'll have a proven track record of leading remote teams, analyzing customer feedback, and driving process improvements. You'll be responsible for leading and mentoring a team of remote customer support agents, overseeing customer inquiries and escalations, and collaborating cross-functionally with various departments to address systemic issues. Key Responsibilities As a Customer Success Lead at blithequark, your key responsibilities will include: Leading and mentoring a team of 4 remote customer support agents to ensure they have the skills and knowledge needed to deliver exceptional customer experiences. Monitoring daily performance to ensure KPIs and SLAs are met, and conducting regular 1:1s, feedback sessions, and performance reviews to drive team growth and development. Overseeing customer inquiries and escalations via Gorgias and email, ensuring timely and accurate responses to support tickets and chats. Handling complex or high-level complaints with empathy and professionalism, and collaborating with cross-functional teams to address systemic issues. Analyzing customer feedback and support trends using Google Sheets, and recommending process improvements to enhance the customer experience. Managing customer orders, returns, and inquiries via Shopify and Amazon Seller Central, and optimizing Gorgias macros, automations, and workflows to drive efficiency. Building and maintaining performance dashboards and reports, and recommending improvements to processes, policies, and customer journeys. Requirements and Qualifications To be successful in this role, you'll need to bring the following skills and qualifications: 5+ years of experience in Customer Support or Customer Success, including 2+ years in a leadership role. Proficiency in Gorgias (or similar support platforms), Shopify, Amazon Seller Central, and Google Sheets (data analysis and reporting). Strong communication skills and emotional intelligence, with the ability to lead, coach, and inspire remote teams. Experience in a fast-paced, high-growth DTC environment, with a proven ability to drive process improvements and enhance the customer experience. A strong analytical mindset, with the ability to analyze customer feedback and support trends, and recommend data-driven solutions. What We Offer At blithequark, we're committed to providing our employees with a supportive and dynamic work environment that fosters growth, learning, and development. As a Customer Success Lead , you can expect: A competitive salary and benefits package, with opportunities for career growth and advancement. A remote work environment that offers flexibility and autonomy, with the opportunity to work with a talented and dedicated team. Access to cutting-edge tools and technologies, including Gorgias, Shopify, and Amazon Seller Central. Ongoing training and development opportunities, with a focus on enhancing your skills and knowledge in customer success, leadership, and operational efficiency. A dynamic and supportive company culture that values innovation, creativity, and customer obsession. Our Company Culture At blithequark, we're passionate about creating a company culture that's inclusive, supportive, and dynamic. We believe in fostering a work environment that encourages creativity, innovation, and collaboration, and we're committed to providing our employees with the tools and resources they need to succeed. Our core values include: Customer Obsession : We're dedicated to delivering exceptional customer experiences that exceed expectations. Innovation : We're committed to staying ahead of the curve, with a focus on innovation and continuous improvement. Collaboration : We believe in the power of teamwork, and we're dedicated to fostering a culture of collaboration and mutual respect. Integrity : We're committed to operating with integrity, transparency, and honesty, in all our interactions and decision-making. How to Apply If you're a motivated and results-driven customer success professional looking for a new challenge, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to be considered for this exciting opportunity. We can't wait to hear from you and explore how you can contribute to the blithequark team. Join Our Team At blithequark, we're passionate about creating a workplace that's inclusive, dynamic, and supportive. We believe in fostering a culture of innovation, creativity, and collaboration, and we're committed to providing our employees with the tools and resources they need to succeed. If you're looking for a new challenge and are passionate about customer success, we encourage you to apply for this exciting opportunity. Let's work together to deliver exceptional customer experiences and drive business growth. Apply for this job