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Introduction to blithequark Imagine being part of a dynamic team that revolutionizes the way events are planned and executed. At blithequark, we're not just another SaaS company; we're the pioneers in event planning solutions, dedicated to making events unforgettable and stress-free for our clients. With a strong focus on innovation and customer satisfaction, we're seeking an exceptional Customer Support Operations Lead to join our high-growth journey. This role offers a unique opportunity to make a significant impact on our customer support strategy, ensuring that our clients receive world-class service that exceeds their expectations. About the Role As a Customer Support Operations Lead at blithequark, you will be at the forefront of our customer support team, responsible for overseeing the daily operations, strategic planning, and continuous improvement of our support processes. Your mission will be to ensure that our customers have an exceptional experience with our event planning SaaS solutions, from onboarding to ongoing support. This is a remote opportunity, offering the flexibility to work from anywhere, coupled with a competitive compensation package of $80K–$90K. If you're passionate about customer support, have a knack for operational excellence, and are looking for a challenge that will grow your career, we want to hear from you. Key Responsibilities • Leadership and Strategy: Develop and implement comprehensive customer support strategies that align with blithequark's overall mission and goals, focusing on delivering outstanding customer experiences and driving business growth. • Operational Oversight: Manage the day-to-day operations of the customer support team, including workflow optimization, resource allocation, and performance monitoring to ensure high-quality support and efficient issue resolution. • Team Management: Lead, motivate, and develop a team of customer support professionals, providing coaching, training, and feedback to enhance their skills and performance, and foster a culture of excellence and continuous improvement. • Process Improvement: Analyze support processes, identify areas for improvement, and implement changes to enhance efficiency, reduce response times, and increase customer satisfaction, leveraging data and customer feedback to inform decisions. • Collaboration and Communication: Work closely with cross-functional teams, including sales, product, and marketing, to ensure alignment and effective communication of customer needs and support outcomes, contributing to the development of products and services that meet customer expectations. • Metrics and Reporting: Develop and track key performance indicators (KPIs) for customer support, providing regular reports and insights to stakeholders on support performance, customer satisfaction, and areas for improvement, and using data to drive strategic decisions. Essential Qualifications • Experience: Proven experience in a customer support operations leadership role, preferably in a SaaS or technology environment, with a track record of success in managing teams and improving support processes. • Leadership Skills: Demonstrated ability to lead and motivate teams, with excellent communication, coaching, and interpersonal skills, and a talent for building and maintaining a high-performing team culture. • Operational Expertise: Strong understanding of customer support operations, including workflow management, performance metrics, and process improvement methodologies, with the ability to apply this knowledge to drive operational excellence. • Strategic Thinking: Ability to develop and execute strategic plans, aligning support operations with business objectives and customer needs, and to think critically and creatively to solve complex problems. • Technical Skills: Familiarity with customer support software, ticketing systems, and CRM platforms, with the ability to learn and adapt to new technologies and tools, and to leverage technology to enhance support operations and customer experience. Preferred Qualifications • Industry Experience: Experience in the event planning or SaaS industry, with knowledge of event planning software and solutions, and an understanding of the unique challenges and opportunities in this space. • Certifications: Relevant certifications in customer support, operations management, or a related field, such as ITIL, Six Sigma, or HDI, and a commitment to ongoing learning and professional development. • Data Analysis: Advanced skills in data analysis, with the ability to interpret complex data sets, identify trends, and inform strategic decisions with data-driven insights, and to leverage data to drive continuous improvement in support operations. • Scalability: Experience in scaling support operations in a high-growth environment, with the ability to adapt to changing business needs and priorities, and to lead teams through periods of rapid growth and change. Skills and Competencies To succeed as a Customer Support Operations Lead at blithequark, you will need to possess a unique blend of skills and competencies, including: • Customer-Centricity: A deep understanding of customer needs and a passion for delivering exceptional customer experiences, with a focus on empathy, responsiveness, and resolution. • Operational Excellence: A keen eye for process improvement, with the ability to streamline workflows, reduce inefficiencies, and enhance overall support quality, and a commitment to continuous learning and improvement. • Leadership and Teamwork: Excellent leadership and teamwork skills, with the ability to motivate, coach, and develop team members, and to foster a culture of collaboration, innovation, and excellence. • Strategic Thinking: The ability to think strategically, aligning support operations with business objectives and customer needs, and to drive strategic decisions with data-driven insights, and a talent for balancing short-term needs with long-term goals. • Communication and Interpersonal Skills: Strong communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams, communicate complex ideas simply, and build strong relationships with stakeholders, and a commitment to transparency, honesty, and openness. Career Growth and Learning Benefits At blithequark, we're committed to the growth and development of our team members. As a Customer Support Operations Lead, you will have access to: • Professional Development Opportunities: Ongoing training, coaching, and mentoring to enhance your skills and knowledge, and to support your career aspirations, with a focus on leadership development, operational excellence, and customer experience. • Career Advancement: Opportunities for career advancement within the company, with a clear path for professional growth and development, and a commitment to promoting from within and recognizing outstanding performance. • Industry Insights: Access to the latest industry trends, technologies, and best practices, with opportunities to attend conferences, workshops, and webinars, and to network with peers and thought leaders in the field. • Collaborative Environment: A dynamic and collaborative work environment that fosters innovation, creativity, and teamwork, with a focus on open communication, transparency, and mutual respect, and a commitment to building a positive, inclusive, and supportive company culture. Work Environment and Company Culture At blithequark, we pride ourselves on our positive and inclusive company culture. We believe in: • Flexibility and Autonomy: Offering remote work options and flexible schedules to support work-life balance, and trusting our team members to take ownership of their work and make decisions that align with our company values and mission. • Open Communication: Fostering an environment of open and honest communication, where everyone's voice is heard and valued, and where we prioritize transparency, empathy, and understanding. • Teamwork and Collaboration: Encouraging collaboration and teamwork across departments, with a focus on shared goals and mutual support, and a commitment to building strong relationships and a sense of community within our team. • Recognition and Rewards: Recognizing and rewarding outstanding performance, with opportunities for professional growth and development, and a focus on celebrating our successes and learning from our challenges. Compensation, Perks, and Benefits We offer a competitive compensation package, including: • Salary Range: $80K–$90K, depending on experience, with opportunities for growth and development, and a commitment to fair and equitable compensation practices. • Benefits: Comprehensive benefits package, including health, dental, and vision insurance, 401(k) matching, and paid time off, with a focus on supporting the well-being and quality of life of our team members. • Perks: Access to the latest technologies, professional development opportunities, and a dynamic work environment, with a focus on creating a positive, inclusive, and supportive company culture. Conclusion If you're a motivated and experienced customer support professional looking for a new challenge, we invite you to join blithequark as our Customer Support Operations Lead. This is a unique opportunity to make a significant impact on our customer support strategy, drive business growth, and develop your career in a dynamic and supportive environment. With a competitive compensation package, opportunities for growth and development, and a commitment to our team members' well-being, we believe that blithequark is the ideal place to take your career to the next level. Apply now to become part of our high-growth journey and contribute to delivering exceptional customer experiences that set us apart in the event planning SaaS industry. Apply to this job