Experienced Director of Customer Support for SaaS POS Software Solutions – Strategic Leadership and Customer Experience Expertise

Introduction to blithequark At blithequark, we are revolutionizing the way businesses operate with our cutting-edge SaaS POS software solutions. As a leader in the industry, we understand the importance of delivering exceptional customer experiences that drive loyalty, retention, and growth. Our mission is to empower businesses to succeed, and we are seeking a talented and experienced Director of Customer Support to join our team. If you are passionate about customer satisfaction, strategic leadership, and process improvement, we encourage you to apply for this exciting opportunity. Job Overview The Director of Customer Support at blithequark will play a critical role in leading and overseeing our customer support function. This senior leadership position requires a unique blend of strategic vision, operational expertise, and customer-centricity. As the Director of Customer Support, you will be responsible for developing and implementing customer support strategies, managing high-performing teams, and driving process improvements that enhance customer satisfaction, retention, and operational efficiency. Your expertise will be instrumental in aligning our support strategies with overall company objectives, ensuring that our customers receive exceptional service and support. Key Responsibilities Leadership and Team Management: Recruit, train, and mentor support team managers and staff to ensure they have the skills and knowledge needed to deliver exceptional customer experiences. Set performance standards and KPIs for the support team, fostering a culture of accountability and continuous improvement. Foster a positive and high-performance team culture that encourages collaboration, innovation, and customer-centricity. Customer Support Strategy: Develop and implement support policies, procedures, and best practices that drive customer satisfaction, retention, and operational efficiency. Create and execute a customer support roadmap aligned with company goals, ensuring that our support strategies are proactive, responsive, and customer-centric. Identify opportunities to improve customer experience and service delivery, leveraging customer feedback, metrics, and industry trends to inform our support strategies. Operations and Process Improvement: Monitor and analyze support metrics and customer feedback to drive improvements in our support processes, tools, and technologies. Streamline support processes to enhance efficiency, reduce response times, and improve customer satisfaction. Implement tools and technologies to optimize support operations, such as CRM systems, ticketing software, and knowledge management platforms. Cross-Functional Collaboration: Work closely with product, sales, and engineering teams to address customer issues and feedback, ensuring that our support strategies are aligned with overall company objectives. Develop proactive support strategies to reduce recurring issues, leveraging insights from customer feedback, metrics, and industry trends. Participate in product development discussions to advocate for customer needs, ensuring that our products and services meet the evolving needs of our customers. Customer Advocacy: Serve as the voice of the customer within the organization, ensuring that customer needs and concerns are heard and addressed. Develop initiatives to improve customer loyalty and reduce churn, leveraging customer feedback, metrics, and industry trends to inform our support strategies. Handle escalated customer issues and ensure timely resolution, providing exceptional customer experiences that drive loyalty and retention. Reporting and Analytics: Prepare and present regular reports on support performance and customer satisfaction, providing insights and recommendations to inform our support strategies. Analyze support trends to identify areas for improvement, leveraging data and metrics to drive decision-making and process improvements. Forecast support needs and allocate resources accordingly, ensuring that our support teams are equipped to meet the evolving needs of our customers. Required Qualifications To be successful in this role, you will need: A Bachelor's degree in Business, Management, or a related field (Master's preferred). 8+ years of experience in customer support or service roles, with at least 3-5 years in a leadership position. Proven experience managing large support teams in a fast-paced environment, with a strong track record of delivering exceptional customer experiences. A strong understanding of customer support tools and technologies, including CRM systems, ticketing software, and knowledge management platforms. Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate high-performing teams. An analytical mindset with the ability to interpret data and drive decision-making, leveraging insights from customer feedback, metrics, and industry trends to inform our support strategies. Experience implementing process improvements and managing change, with a strong focus on continuous improvement and customer-centricity. Experience in SaaS, with a deep understanding of the unique challenges and opportunities of supporting cloud-based software solutions. Preferred Qualifications While not required, the following qualifications are preferred: Experience with IT service management frameworks, such as ITIL. Knowledge of agile methodologies and lean principles. Experience with data analytics and reporting tools, such as Tableau or Power BI. Certifications in customer support or service management, such as CCSP or CSM. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Director of Customer Support, you will have access to a range of career growth opportunities and learning benefits, including: Professional development programs, such as leadership training and mentorship initiatives. Opportunities for advancement, including promotions and lateral moves within the company. Access to industry conferences, workshops, and webinars, ensuring that you stay up-to-date with the latest trends and best practices in customer support. A culture of continuous learning, with a strong focus on innovation, experimentation, and improvement. Work Environment and Company Culture At blithequark, we pride ourselves on our positive and inclusive work environment. Our company culture is built on a foundation of: Customer-centricity: We are passionate about delivering exceptional customer experiences that drive loyalty, retention, and growth. Innovation: We encourage experimentation, creativity, and innovation, leveraging the latest technologies and trends to stay ahead of the curve. Collaboration: We believe in the power of teamwork, fostering a culture of collaboration, open communication, and mutual respect. Continuous improvement: We are committed to continuous learning, improvement, and growth, leveraging feedback, metrics, and industry trends to inform our strategies and decisions. Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package, including: A salary range that reflects your experience and qualifications. A range of benefits, including health, dental, and vision insurance, 401(k) matching, and paid time off. Access to a range of perks, including flexible working hours, remote work options, and professional development opportunities. Conclusion If you are a motivated and experienced customer support leader, with a passion for delivering exceptional customer experiences and driving business growth, we encourage you to apply for this exciting opportunity. As a Director of Customer Support at blithequark, you will have the chance to make a real impact, leading and inspiring high-performing teams, and driving process improvements that enhance customer satisfaction, retention, and operational efficiency. Join our team and be part of a dynamic and innovative company that is shaping the future of SaaS POS software solutions. Apply for this job