Senior Customer Support Manager – Leading Client Experience and Operational Excellence at blithequark

Introduction to blithequark blithequark is on a mission to make real-world business education available to everyone, fostering a community of entrepreneurs, executives, and business owners who strive for excellence. We don't just hire for open roles—we hire for impact. If you're exceptional at what you do and align with our core values: competitive greatness, sincere candor, and unimpeachable character, we want to know you. As a leader in customer support, you will play a pivotal role in shaping the client experience and driving operational excellence across our advisory platform. Role Overview As the Senior Client Support Manager at blithequark, you will lead a team of Client Experience Associates (CEAs) responsible for delivering fast, accurate, and white-glove support across every stage of the advisory client journey. Your team will serve as the first line of contact and often the first impression, ensuring every interaction reflects excellence, empathy, and precision. This role isn't about just closing tickets; it's about building the operational backbone that enables our advisory business to scale. You'll diagnose broken systems, design scalable solutions, and create processes that keep our clients moving forward with confidence. Key Responsibilities Team Leadership & Execution: Manage, coach, and develop the Client Experience Associate team to deliver accurate, on-brand responses across all channels. Conduct 1:1s, performance reviews, and skill-building sessions focused on objection handling, technical troubleshooting, and tone calibration. Support Operations & Workflow Optimization: Oversee day-to-day support execution using platforms like Gorgias, HubSpot, and Slack. Maintain and evolve the CS Knowledge Base, internal SOPs, and support macros. Ensure all guided responses, chatbot flows, and AI-generated outputs align with brand voice and current workflows. Accounts Receivable & Payment Resolution: Manage AR-related workflows, including dunning sequences, payment plan follow-ups, and issue resolution. Coach CEAs responsible for payment collections and refine scripts/templates for tone and efficiency. Workshop Fulfillment & Client Communication: Own the oversight for each workshop, including distribution, QA, and delivery of guest lists, surveys, testimonials, and Google Reviews. Ensure timely and accurate handoffs between CS, Events, and Sales teams. Reporting, KPIs & Systems Adoption: Track team KPIs, including ticket volume, response time, resolution time, client satisfaction, AR recovery, and more. Share performance dashboards and insights with CS leadership weekly. Drive adoption of internal AI tools, including training the team on proper prompt use and LLM-guided workflows. Essential Qualifications We're looking for someone with a proven track record of supporting sophisticated clients, such as executives, entrepreneurs, and business owners. You should have: 4+ years of experience in customer support, client success, or customer experience 2+ years of experience managing support or operations teams, ideally in high-growth environments Strong knowledge of systems like Gorgias, HubSpot, Slack, and AI-driven support tools Excellent written communication and training skills, with the ability to teach someone to "write like the brand" Proven success owning AR processes and driving payment collection with empathy A track record of creating, documenting, and refining SOPs and playbooks Strong operational rigor, with the ability to track KPIs, audit workflows, and execute fast High EQ and leadership presence, with the ability to give feedback directly and without drama Preferred Qualifications While not required, the following qualifications are preferred: Experience working in a remote team environment Familiarity with AI-driven support tools and chatbot flows Knowledge of sales and events operations, with experience working closely with cross-functional teams Experience with data analysis and performance metrics, with the ability to drive insights and improvements Skills and Competencies To succeed in this role, you'll need to possess the following skills and competencies: Strong leadership and management skills, with the ability to coach and develop a team Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and stakeholders Strong problem-solving and analytical skills, with the ability to diagnose and resolve complex issues Ability to work in a fast-paced environment, with a high degree of flexibility and adaptability Strong attention to detail, with a focus on delivering high-quality results Career Growth Opportunities and Learning Benefits At blithequark, we're committed to helping our team members grow and develop in their careers. As a Senior Client Support Manager, you'll have access to: Ongoing training and development opportunities, including workshops, webinars, and conferences Mentorship and coaching from experienced leaders and industry experts Opportunities to take on new challenges and responsibilities, with a focus on career advancement and growth A collaborative and supportive team environment, with a focus on feedback and continuous improvement Work Environment and Company Culture At blithequark, we're proud of our company culture and work environment. As a team member, you can expect: A remote work environment, with the flexibility to work from anywhere A collaborative and supportive team, with a focus on feedback and continuous improvement A dynamic and fast-paced work environment, with a focus on innovation and growth A commitment to diversity, equity, and inclusion, with a focus on creating a welcoming and inclusive work environment Compensation, Perks, and Benefits We offer a competitive compensation package, including: A base salary range of $124,000 - $152,000, depending on experience A flexible time-off policy, with company-wide holidays and a winter break Health insurance options, including medical, dental, and vision A 401k offering, with an employer match A monthly wellness allowance, with access to a state-of-the-art gym at our HQ Conclusion If you're a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Senior Client Support Manager at blithequark, you'll play a critical role in shaping the client experience and driving operational excellence across our advisory platform. With a competitive compensation package, ongoing training and development opportunities, and a collaborative and supportive team environment, this is an opportunity you won't want to miss. Apply today and join our team of exceptional professionals who are passionate about delivering exceptional customer experiences and driving business growth. Apply for this job