**Senior Manager, Customer Service – Customer Obsession Leader at blithequark**

Are you a seasoned customer service leader with a passion for driving exceptional customer experiences? Do you thrive in fast-paced environments where innovation and excellence are the norm? If so, we invite you to join blithequark, a leading provider of camera-based home security solutions, as our Senior Manager of Customer Service. At blithequark, we're committed to delivering world-class products and services that exceed our customers' expectations. As a key member of our dynamic Customer Service organization, you'll play a pivotal role in shaping the strategic direction of our Customer Success team. Your expertise will be instrumental in driving operational and organizational efficiency, fostering a culture of innovation and excellence, and ensuring our customers have a seamless, exceptional experience with our products and services. **About blithequark** blithequark is a pioneering company in the home security industry, dedicated to providing customers with affordable, innovative solutions that protect their homes and loved ones. Our Customer Service team is the heartbeat of our organization, and we're committed to delivering outstanding service and customer obsession. As a Senior Manager of Customer Service, you'll report directly to our Head of Customer Service and lead the Customer Success team within our CS org, ensuring we deliver against our promise of exceptional service. **Key Responsibilities** As the Senior Manager of Customer Success, you'll be responsible for: - Spearheading the strategy and execution for the Customer Success team to deliver frictionless support and enable customer satisfaction - Collaborating closely with Product, Engineering, and other departments to advocate for customer needs and enhance the overall product experience - Identifying opportunities to streamline processes, optimize resources, and drive continuous improvements in the service delivery model - Building and nurturing a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence - Using data-driven insights to make informed decisions and implement proven customer success best practices - Representing the voice of the customer and serving as a strategic partner to key stakeholders - Measuring, achieving, and communicating agreed-upon key performance indicators - Understanding and addressing customer experience outliers in real-time - Leading and inspiring a culture of customer obsession and excellence within the organization, serving as a role model for proactive and results-oriented leadership - Collaborating directly with leadership from our numerous Customer Success teams to manage existing development and implement AI into our workflows, evolving the customer experience **A Day in the Life** As the Senior Manager of the Customer Success team at blithequark, your day will be filled with strategic responsibilities to ensure exceptional customer experiences. You'll start your day by reviewing customer service metrics and identifying areas for improvement. You'll then meet with your Customer Success team to discuss key customer pain points and strategize ways to address them efficiently. Throughout the day, you'll collaborate closely with the Product, Engineering, and other cross-functional teams, advocating for customer needs, providing valuable insights, and influencing the product roadmap to enhance the overall customer experience. You'll streamline processes, optimize resources, and drive continuous improvements, building and nurturing a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence, recognizing achievements, and providing coaching to your team. **About the Team** Our Customer Service team is dedicated to delighting our customers and improving their experience with our product through outstanding service and customer obsession. As a Senior Manager of Customer Success, you'll be part of a dynamic team that's passionate about delivering exceptional customer experiences. **Basic Qualifications** - 10+ years of experience managing Contact Center Technical support teams for consumer products - 10+ years of experience managing Customer Success teams within a tech company, for consumer products - Proactive, results-oriented mindset, with a commitment to driving customer success and achieving business objectives - Excellent communicator, both verbally and written, with an ability to deliver presentations and influence, and manage collaborators at all levels (technical, business, executive) - Applied experience with CSAT methodologies (Linkert, Binary, Rating, Semantic Differential) and methods, CSAT, NPS, CES - Experience with Salesforce Service Cloud, Enlightened CSAT, Tethr CSAT AI, Qualtronix, Delighted, Survey Monkey, etc. - Experience with Excel or Tableau at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, macros, etc.) **Preferred Qualifications** - Fluent in Spanish, both written and verbal - Proven leadership skills, with a focus on partnering with both leaders across the organization and direct reports - Demonstrated track record of building teams and designing processes to improve customer experience - Ability to thrive in a fast-paced and dynamic work environment, adapting quickly to changing priorities and business needs - Strong leadership skills with the ability to inspire and motivate teams in a fast-paced and dynamic environment **What We Offer** At blithequark, we're committed to providing a dynamic and inclusive work environment that fosters growth, innovation, and excellence. As a Senior Manager of Customer Service, you'll enjoy: - Competitive compensation and benefits package - Opportunities for professional growth and development - Collaborative and dynamic work environment - Recognition and rewards for outstanding performance - Flexible work arrangements, including remote work options - Access to cutting-edge technology and tools - Opportunities to make a meaningful impact on customer experiences **How to Apply** If you're a seasoned customer service leader with a passion for driving exceptional customer experiences, we invite you to apply for the Senior Manager of Customer Service role at blithequark. Please submit your resume and a cover letter outlining your experience, qualifications, and interest in the role. We can't wait to hear from you! Join Our Team At blithequark, we're committed to creating a diverse and inclusive workplace that fosters growth, innovation, and excellence. We're an equal opportunity employer and welcome applications from individuals of all backgrounds. Why Work at blithequark? - Competitive compensation and benefits package - Opportunities for professional growth and development - Collaborative and dynamic work environment - Recognition and rewards for outstanding performance - Flexible work arrangements, including remote work options - Access to cutting-edge technology and tools - Opportunities to make a meaningful impact on customer experiences What We're Looking For - 10+ years of experience managing Contact Center Technical support teams for consumer products - 10+ years of experience managing Customer Success teams within a tech company, for consumer products - Proactive, results-oriented mindset, with a commitment to driving customer success and achieving business objectives - Excellent communicator, both verbally and written, with an ability to deliver presentations and influence, and manage collaborators at all levels (technical, business, executive) - Applied experience with CSAT methodologies (Linkert, Binary, Rating, Semantic Differential) and methods, CSAT, NPS, CES - Experience with Salesforce Service Cloud, Enlightened CSAT, Tethr CSAT AI, Qualtronix, Delighted, Survey Monkey, etc. - Experience with Excel or Tableau at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, macros, etc.) How to Apply If you're a seasoned customer service leader with a passion for driving exceptional customer experiences, we invite you to apply for the Senior Manager of Customer Service role at blithequark. Please submit your resume and a cover letter outlining your experience, qualifications, and interest in the role. Equal Opportunity Employer blithequark is an equal opportunity employer and welcomes applications from individuals of all backgrounds. We're committed to creating a diverse and inclusive workplace that fosters growth, innovation, and excellence. Apply for this job