Senior Manager, Customer Service – Customer Obsession and Excellence at blithequark

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where innovation and excellence are the norm? Look no further than blithequark, a leading provider of camera-based home security solutions. We're seeking an experienced and innovative Senior Manager of Customer Service to join our dynamic Customer Service organization and lead our Customer Success team.

About blithequark

blithequark is a pioneering company in the home security industry, dedicated to providing customers with affordable and effective solutions to protect their homes and loved ones. Our commitment to customer obsession and excellence is at the heart of everything we do, and we're looking for a like-minded leader to join our team.

The Role

As the Senior Manager of Customer Success, you will play a pivotal role in shaping the strategic direction of our Customer Success team. You will be responsible for setting the tone for exceptional customer experiences, driving operational and organizational efficiency, and fostering a culture of innovation and excellence within the organization. Your expertise will be invaluable in identifying opportunities to streamline processes, optimize resources, and drive continuous improvements in the service delivery model.

Key Responsibilities

• Spearhead the strategy and execution for the Customer Success team to deliver frictionless support and enable customer satisfaction

• Collaborate closely with Product, Engineering, and other departments to advocate for customer needs and enhance the overall product experience
• Identify opportunities to streamline processes, optimize resources, and drive continuous improvements in the service delivery model
• Build and nurture a high-performing team of technical customer service professionals, fostering a culture of innovation and excellence
• Use data-driven insights to make informed decisions and implement proven customer success best practices
• Represent the voice of the customer and serve as a strategic partner to key stakeholders
• Measures, achieves, and communicates agreed-upon key performance indicators
• Understands and addresses customer experience outliers in real-time
• Lead and inspire a culture of customer obsession and excellence within the organization, serving as a role model for proactive and results-oriented leadership
• Collaborate 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 is filled with strategic responsibilities to ensure exceptional customer experiences. You start your day by reviewing customer service metrics and identifying areas for improvement. You then meet with your Customer Success team to discuss key customer pain points and strategize ways to address them efficiently. Throughout the day, you collaborate closely with the Product, Engineering, and other cross-functional teams. This allows you to advocate for customer needs, provide valuable insights, and influence the product roadmap to enhance the overall customer experience. You'll streamline processes, optimizing 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 delivering outstanding service and customer obsession. We're a dynamic and fast-paced team that thrives on innovation and excellence. As the Senior Manager of Customer Success, you will report directly to our Head of Customer Service and lead the Customer Success team within our CS org, making sure we deliver against our promise of exceptional service.

Basic Qualifications

• 10+ years experience managing Contact Center Technical support teams for consumer products

• 10+ years 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

Why Join blithequark?

At blithequark, we're committed to creating a diverse and inclusive workplace where everyone can thrive. We're an equal opportunity employer and welcome applications from candidates of all backgrounds. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit our website for more information.

How to Apply

If you're a seasoned leader with a passion for delivering exceptional customer experiences, we'd love to hear from you. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.

Join the blithequark Team

At blithequark, we're dedicated to providing our customers with exceptional service and customer obsession. We're looking for a like-minded leader to join our team and help us achieve our goals. If you're passionate about delivering exceptional customer experiences and thrive in fast-paced environments, we'd love to hear from you. Apply for this job