**Senior Manager, Customer Service – Customer Experience Innovation 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 adaptability are key? If so, we invite you to join blithequark, a leading provider of camera-based home security solutions, as our Senior Manager of Customer Service. In this pivotal role, you will lead our Customer Success team and drive strategic initiatives to ensure our customers have a seamless, exceptional experience with our world-class products and services. **About blithequark** At blithequark, we are committed to providing our customers with affordable, innovative, and reliable home security solutions that protect their homes and loved ones. Our Customer Service organization is dedicated to delivering outstanding service and customer obsession, ensuring that every interaction with our customers is a positive one. As a Senior Manager of Customer Service, you will play a central role in shaping the future of our customer experience and driving business growth. **Key Responsibilities** As the Senior Manager of Customer Success, you will be responsible for leading our Customer Success team and driving strategic initiatives to deliver frictionless support and enable customer satisfaction. Your key responsibilities will include: - Spearheading the strategy and execution for the Customer Success team to deliver exceptional customer experiences - 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 **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, advocating for customer needs, providing valuable insights, and influencing 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 organization is dedicated to delivering outstanding service and customer obsession, ensuring that every interaction with our customers is a positive one. 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. **Requirements** To be successful in this role, you will need: - 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 - A proactive, results-oriented mindset, with a commitment to driving customer success and achieving business objectives - Excellent communication skills, both verbal and written, with the 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.) - Fluency in Spanish, both written and verbal - Proven leadership skills, with a focus on partnering with both leaders across the organization and direct reports - A demonstrated track record of building teams and designing processes to improve customer experience - The 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** As a Senior Manager of Customer Service at blithequark, you will enjoy a competitive salary, comprehensive benefits package, and opportunities for career growth and development. You will also be part of a dynamic and innovative organization that is committed to delivering exceptional customer experiences. **How to Apply** If you are a seasoned leader with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We look forward to hearing from you! **Equal Employment Opportunity** blithequark is an equal opportunity employer and is committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds and perspectives. Apply for this job