**Experienced Director of Customer Support – Driving Client Loyalty and Excellence in a Dynamic B2B SaaS Environment at blithequark**

**Join the blithequark Team and Shape the Future of Customer Support** Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you have a proven track record of driving business growth through innovative support strategies? If so, we invite you to join blithequark as our Director of Customer Support. In this pivotal role, you will oversee the customer support function for our B2B SaaS information organization, driving excellence in client loyalty and satisfaction. **About blithequark** blithequark is a pioneering company that specializes in productizing Walmart's rich information resources to better serve clients. Our Luminate platform offers a suite of information products that deliver meaningful, client-driven experiences to help traders and brands make informed business decisions. As a key member of our team, you will contribute to our mission of delivering exceptional customer experiences and driving business growth through innovative support strategies. **Key Responsibilities** As the Director of Customer Support, you will be responsible for: ### Administration and Procedure * Create and execute the customer service procedure aligned with the organization's overall objectives and targets. * Provide vision and leadership to the customer care team, establishing clear goals and objectives. * Foster a client-driven culture and mindset across the organization. ### Team Management * Lead, guide, and develop a high-performing customer service team. * Establish performance objectives, conduct regular performance assessments, and provide coaching and feedback to team members. * Select, onboard, and train new support colleagues on a case-by-case basis. ### Customer Loyalty and Satisfaction * Drive initiatives to ensure outstanding customer loyalty and standards for reliability. * Monitor customer feedback and develop strategies to address customer needs and concerns. * Collaborate with other departments, such as product development, business development, and record management, to enhance the overall customer experience. ### Process Improvement * Continuously assess and improve support processes, workflows, and tools to enhance efficiency and effectiveness. * Implement best practices and industry standards for customer support activities. * Analyze support metrics and KPIs to identify trends, areas for improvement, and implement data-driven solutions. ### Cross-Functional Collaboration * Collaborate closely with the business, marketing, and product and tech teams to align support efforts with business objectives. * Provide insights and recommendations based on customer feedback and support data to drive product enhancements and improvements. * Serve as a liaison between customers and internal teams, ensuring smooth communication and issue resolution. ### Escalation Management * Handle complex or escalated customer issues, ensuring timely and satisfactory resolution. * Develop and maintain strong relationships with key clients and partners. **Requirements** * Bachelor's degree in business, computer science, or a related field (Master's degree preferred). * Proven experience in a leadership role within customer support, ideally in a B2B SaaS or technology organization. * Strong understanding of customer support standards, best practices, and industry trends. * Excellent communication and interpersonal skills, with the ability to build relationships and influence partners at all levels. * Experience in managing and growing high-performing teams. * Analytical mindset with the ability to use data and metrics to drive process improvements and decision-making. * Results-driven with a focus on customer loyalty and business outcomes. * Knowledge of CRM systems, tagging systems, and customer support tools. * Strong critical thinking and problem-solving skills. * Adaptability to thrive in a fast-paced, dynamic environment. **Benefits and Advantages** In addition to competitive compensation, you can expect motivation bonuses for your performance. Other exceptional benefits include: * 401(k) match * Stock purchase plan * Paid maternity and parental leave * PTO * Multiple health plans * And many more! **Equal Opportunity Employer** blithequark, Inc. is an Equal Opportunity Employer - By Decision. We believe that we are best positioned to help our partners, clients, and the communities we serve live better when we truly understand them. That means getting it, respecting, and valuing diversity in all its forms - while being inclusive of all individuals. Apply Now! Apply for this job