**Experienced Customer Support Manager – Scaling Customer Experience in the InsurTech Industry (Fully Remote)**
At blithequark, we're revolutionizing the insurance industry by making insurance 100% digital and accessible to everyone. As a leading global no-code insurance platform for health, life, and P&C, we're committed to empowering all insurance companies to achieve this vision. We're now seeking an experienced Customer Support Manager to join our team and help us scale our customer experience in the InsurTech industry. **About Us** blithequark is a dynamic and international team of over 120 people from 30 nationalities, working remotely from all over the world. We're a fully funded and backed company by reputable VC funds and strategic institutional investors, with a global presence in Asia, EMEA, and the Americas. We've grown our annualized revenue by over 30x since January 2021, and we're constantly working towards making blithequark a workplace that you love coming to. We deeply believe that bringing together a diversity of thoughts, expressions, and perspectives is key to building the best culture for equally diverse communities all over the world. **What You Will Do** As our Customer Support Manager, you'll lead and manage the customer service function to deliver high-quality support experiences to our clients and partners. Your key responsibilities will include: * Developing and implementing customer service policies, procedures, and standards to align with business goals and customer expectations * Monitoring and analyzing customer service metrics to identify areas for improvement, drive team performance, and report insights to leadership * Handling escalated customer issues and complaints with professionalism and urgency, ensuring timely resolution and customer satisfaction * Collaborating cross-functionally with Product, Engineering, Sales, and Operations teams to resolve customer pain points and improve our platform experience * Building a feedback loop between customer support and product development to enhance feature development and usability * Working with ticketing systems to streamline processes and enhance support efficiency (e.g., Zendesk, HubSpot, Salesforce) * Helping define and drive adoption of KPIs such as CSAT, NPS, resolution time, and first contact resolution * Supporting the implementation of new tools and systems to scale customer support and improve automation where appropriate * Staying informed on industry trends in InsurTech and customer experience to continuously raise the bar in our service delivery * Actively participating in strategic discussions around customer lifecycle, retention, and satisfaction **What We Need** To succeed in this role, you'll need: * Minimum 6 years of experience in customer service for a tech or SaaS company, including at least 2 years in a managerial or team lead role * Strong understanding of customer service practices and customer journey management within tech or SaaS companies * Previous experience in the insurance or InsurTech space is a strong advantage * Proven track record of leading and scaling customer service operations in a fast-paced environment * Proficiency with customer support platforms and CRM systems (e.g., Jira, Zendesk, Intercom, HubSpot, Salesforce) * Exceptional problem-solving skills and a proactive approach to resolving customer challenges * Strong communication and interpersonal skills to build rapport with customers and collaborate effectively with internal teams * A data-driven mindset with the ability to interpret support metrics and translate them into actionable improvements * Fluent in English; additional language skills are a plus **Why You'll Love Working Here** At blithequark, we offer a unique and exciting work environment that's perfect for those who thrive in a remote setting. Some of the benefits you can expect include: * Fully Remote * Flexible Leave * International Environment * Competitive remuneration package * Performance Bonus * Stock Options after 6 months * Company activities and events * Learning and development plan * Remote work allowance **What's Next?** If you're passionate about delivering exceptional customer experiences and scaling customer support operations in the InsurTech industry, we'd love to hear from you. Please submit your application, and we'll be in touch to discuss this exciting opportunity further. By submitting your application, you confirm that you have read, understood, and accepted the content of blithequark's Privacy Notice and you consent to the processing of your data as part of this application. Originally posted on Himalayas Apply for this job