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

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you have a proven track record of driving high-performing teams and implementing process improvements in a fast-paced, dynamic environment? If so, we invite you to join blithequark as our Director of Customer Support, where you will play a critical role in shaping the future of our B2B SaaS information organization. **About blithequark** blithequark is a cutting-edge information organization that specializes in productizing Walmart's rich data resources to better serve clients. Our flagship product, Luminate, is a suite of data products that deliver meaningful, customer-driven experiences to help traders and brands make better business decisions. As a leader in the industry, we are committed to innovation, customer satisfaction, and employee growth. **Job Summary** As the Director of Customer Support, you will be responsible for driving and managing the customer support capability for our B2B SaaS information organization. In this critical leadership role, you will oversee a team of support experts, ensuring the highest level of customer satisfaction and loyalty. You will develop and execute support processes, drive process improvements, and foster a customer-driven culture within the organization. **Key Responsibilities** * **Administration and Procedure** + Create and execute the customer service procedure aligned with the organization's overall objectives and goals. + Provide vision and leadership to the customer support team, setting clear objectives and targets. + Cultivate a customer-driven culture and mindset across the organization. * **Team Management** + Lead, guide, and develop a high-performing customer support 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. * **Customer Satisfaction and Loyalty** + Drive initiatives to ensure outstanding customer satisfaction 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 processes, workflows, and tools to enhance efficiency and effectiveness. + Implement best practices and industry standards for customer support activities. + Analyze support metrics and KPIs to identify trends, areas for 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** * Bachelor's degree in business, computer science, or a related field (Master's degree preferred). * Proven experience in a senior leadership role within customer support, ideally in a B2B SaaS or technology organization. * Strong understanding of customer support standards, best practices, and industry trends. * Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders 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 satisfaction and business outcomes. * Knowledge of CRM systems, tagging systems, and customer support 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 motivation bonuses for your performance. Other exceptional benefits include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and more. **Equal Opportunity Employer** blithequark, Inc. is an Equal Opportunity Employer - By Decision. We believe that we are best positioned to help our partners, clients, and the communities we serve live better when we truly know them. That means getting it, respecting, and valuing diversity in all its forms - while being inclusive of all individuals. If you are a motivated and results-driven leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join our team at blithequark. Apply for this job