Experienced Senior Director of Customer Support and Customer Success – Global Customer Experience Transformation Leader

Welcome to blithequark blithequark is the world’s first RiskOps platform for financial risk management, and the market leader in safeguarding global commerce with today’s most advanced cloud-based risk management platform, powered by machine learning and artificial intelligence. blithequark is securing the transition to a cashless world while enabling digital trust in every transaction and payment type. The world’s largest banks, processors, and retailers trust blithequark to protect trillions of dollars and manage risk while improving the customer experience for everyday users, without compromising privacy. blithequark is a Series D company and has raised $282M to date. With a valuation of +$1.5B, the company’s technology protects 900 million people in 190 countries. About the Role blithequark is experiencing rapid growth, requiring us to reimagine the way we deliver exceptional customer support to our global clients. We’re looking for a visionary Senior Director of Customer Support to transform our support operations from a reactive model into a proactive, customer-centric function that sets the industry standard for excellence. This role is critical in driving a seamless, scalable, and innovative support experience that aligns with our mission to deliver unparalleled value to enterprise customers in the financial sector. Your Day-to-Day Responsibilities As a Senior Director of Customer Support at blithequark, your day-to-day responsibilities will include: Leading and developing a globally distributed support team across multiple time zones (US, Brazil, Portugal, Hong Kong, and Australia), composed of both full-time and outsourced employees; Fostering a collaborative and inclusive team culture that prioritizes customer satisfaction and continuous improvement; Defining and monitoring key performance indicators (KPIs) aligned with business outcomes to measure and enhance team performance; Building scalable support processes and optimizing the team’s structure to ensure 24/7/365 coverage for enterprise clients in the financial sector; Managing incident escalation, resolution, and post-mortem processes, ensuring accountability and clear communication with clients; Transforming the support department into a proactive, client-centric organization focused on self-service and knowledge-sharing; Partnering with Product, Revenue, and other teams to influence the product roadmap, align on client needs, and drive cross-functional initiatives; Building a robust knowledge base and self-service tools to empower clients and reduce ticket volumes; Staying ahead of emerging industry trends and tools, implementing new technologies and best practices to enhance support efficiency and quality; Creating strategies to optimize alerting systems, SLA terms, and incident management workflows; Advocating for automation and data-driven decision-making to scale support operations without increasing headcount; Your Skills and Experience To be successful in this role, you will have: 10+ years of experience leading global support teams in SaaS or enterprise software environments; 2+ years of experience supporting external partners (e.g., system integrators) and working with BPOs (Business Process Outsourcing) for increased service capacity; Expertise in building and transforming support functions to scale with business growth, focusing on client experience, self-serviceability, and operational efficiency; Proven track record of supporting large enterprise customers, both on-premise and multi-tenant SaaS environments; Strong understanding of incident management processes and continuous improvement methodologies; Exceptional relationship-building skills, with the ability to collaborate effectively across departments; Data-driven mindset with the ability to analyze metrics, identify patterns, and influence the product roadmap; Familiarity with support tools such as ZenDesk or ServiceNow, with a focus on identifying and implementing the best-fit solutions; Familiarity with AI-based agent assist and conversational review tools. Career Growth and Learning Opportunities At blithequark, we believe in investing in our employees’ growth and development. As a Senior Director of Customer Support, you will have access to: Comprehensive training and onboarding programs to ensure your success in the role; Ongoing coaching and mentorship from experienced leaders in the industry; Opportunities to attend industry conferences and workshops to stay up-to-date on the latest trends and best practices; A culture of continuous learning and innovation, with a focus on experimentation and experimentation; A collaborative and dynamic work environment that encourages creativity, feedback, and growth. Work Environment and Company Culture At blithequark, we pride ourselves on our unique and inclusive company culture. Our team is passionate about delivering exceptional customer experiences and making a positive impact on the world. We believe in: Fostering a culture of diversity, equity, and inclusion, where everyone feels valued and respected; Encouraging open communication, feedback, and collaboration across departments and levels; Providing a flexible and remote-friendly work environment that supports work-life balance and employee well-being; Recognizing and rewarding outstanding performance and contributions to the company’s success; Supporting employee growth and development through training, mentorship, and career advancement opportunities. Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package that includes: A salary range that reflects your experience and qualifications; A comprehensive benefits package, including health, dental, and vision insurance, as well as retirement savings plans; A generous paid time off policy, including vacation days, sick leave, and holidays; Access to cutting-edge technologies and tools to support your work and professional development; A dynamic and supportive work environment that encourages collaboration, creativity, and growth. Conclusion If you are a motivated and experienced customer support leader looking to make a meaningful impact on the financial sector, we encourage you to apply for this exciting opportunity at blithequark. As a Senior Director of Customer Support, you will play a critical role in shaping our customer experience strategy and driving business growth through exceptional support operations. Join our team of passionate and dedicated professionals who are committed to delivering unparalleled value to our clients and making a positive difference in the world. Apply now to become a part of the blithequark team and embark on a rewarding and challenging career journey that will take you to new heights! Apply for this job