**Experienced Customer Care Manager – Device Support**

Are you a customer-centric leader with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark's dynamic Customer Care Team as a Customer Care Manager – Device Support. In this pivotal role, you will lead a team of agents in resolving complex customer issues, drive process improvements, and champion the customer experience. **About blithequark** blithequark is a leading provider of innovative solutions for the restaurant industry, empowering businesses to operate more efficiently, increase sales, and engage with their customers. Our all-in-one restaurant platform is designed to help restaurants succeed, and we're committed to delivering exceptional customer experiences that drive loyalty and growth. **The Role** As a Customer Care Manager – Device Support, you will be responsible for leading a team of agents in resolving complex customer issues related to blithequark's device support. You will work closely with cross-functional teams, including Restaurant Success, Sales, and Onboarding, to create process and support guidelines that ensure seamless customer experiences. Your expertise will be invaluable in driving process improvements, coaching agents, and resolving complex customer issues. **Key Responsibilities** * Manage and coach a team of agents, monitoring their attendance and schedule adherence throughout the day * Provide coaching and feedback to all agents through the Quality Assurance process or through One on One sessions to improve their effectiveness for Customer Support * Train and develop members of the team on process, technical troubleshooting, and new product knowledge * Maintain open communication with agents regarding their concerns and ideas, relaying to others as appropriate * Communicate and influence new ideas for improvement with a solutions-oriented mindset * Assist agents with challenging customer contacts and facilitate Supervisor Calls through escalations **Do You Have the Right Ingredients?** To succeed in this role, you will need: * 3+ years of experience in performance management and coaching, preferably in a Team Lead or Manager role * 4+ years of experience in a role responsible for customer satisfaction and championing the customer experience * Success operating independently and navigating competing priorities in a constantly changing environment * Experience solving complex customer issues with a sense of urgency and professionalism * Experience with networking troubleshooting tools, such as Meraki Dashboard and Ubiquiti Dashboard **Special Sauce (Nice to Haves)** * Experience answering incoming phone calls and ticketing systems * Experience working in the tech industry or for a SaaS company * Open to schedules that may include weekends, holidays, and nights * POS technical understanding with networking devices and connectivity **AI at blithequark** At blithequark, we're Hungry to Build and Learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our team members are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it's a core part of our culture. **Our Spread of Total Rewards** We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet our team members' changing needs. Learn more about our benefits at [insert link]. **Pay Range** The base salary range for this role is $72,000—$115,000 USD. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions, if eligible), benefits, and equity (if eligible). **Diversity, Equity, and Inclusion is Baked into our Recipe for Success** At blithequark, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences. **We Thrive Together** We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out [insert link]. **Apply Today!** blithequark is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [insert email]. Apply for this job