**Experienced Senior Manager of Customer Support – Global Operations & Team Leadership**

At blithequark, we're revolutionizing the way people create and launch software applications. Our cutting-edge AI-powered Agent and Assistant empower anyone to turn ideas into reality in just one click. With our mission to make programming more accessible around the world, we're seeking a highly skilled and strategic Senior Manager of Customer Support to lead our global support initiatives. **Join Our Journey** As a pioneer in the software development industry, blithequark is committed to innovation, collaboration, and customer satisfaction. Our team is passionate about creating a platform that enables anyone to build and deploy full-stack applications directly from their browser – no setup required. We're not just building software; we're building a community of creators, innovators, and problem-solvers. **Role Overview** We're looking for a seasoned Senior Manager of Customer Support to oversee our multi-channel support operations, lead a globally diverse team of customer support specialists, and drive process improvement and best practices to ensure exceptional customer satisfaction. This is a unique opportunity to join a fast-paced and dynamic team, where you'll have the chance to shape the future of customer support and make a lasting impact on our company's growth. **Key Responsibilities** As a Senior Manager of Customer Support, you'll be responsible for: * Overseeing multi-channel support operations, including phone, email, chat, and self-service platforms for Account and Billing * Leading, mentoring, and scaling a globally diverse customer support team of 15+ specialists * Recruiting top talent and fostering a customer-centric culture, maintaining high team engagement and retention * Designing scalable support processes to handle high-volume consumer and enterprise inquiries efficiently, defining customer experience standards and SLAs * Partnering closely with Product, Engineering, GTM, and Support Engineering teams to communicate customer needs and bug prioritization * Partnering with the executive team to integrate customer feedback into product development and business strategy **Requirements** To succeed in this role, you'll need: * 6-10 years of Customer Support experience, with 4+ years in leadership roles * Proven track record managing SaaS Customer Support operations and global teams * Experience building support organizations and teams from the ground up or in high-growth environments * Knowledge of support platforms (Zendesk preferred), collaboration tools, and AI tools to create efficiencies * Excellent communication skills across technical and non-technical audiences * Ability to thrive in fast-paced environments with a bias toward action, balancing high-volume support demands **Essential Qualities** * Strong leadership and management skills, with a proven track record of building and scaling high-performing teams * Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams * Strategic thinking and problem-solving skills, with the ability to analyze complex problems and develop effective solutions * Strong analytical and technical skills, with the ability to understand and analyze customer support data and trends * Ability to work in a fast-paced environment, with a bias toward action and a focus on delivering results **Preferred Qualifications** * Experience working in a SaaS environment, with a strong understanding of customer support operations and best practices * Knowledge of AI-powered support tools and platforms, with experience integrating them into support operations * Experience working with global teams, with a strong understanding of cultural and linguistic differences * Strong project management skills, with the ability to prioritize and manage multiple projects simultaneously * Experience working with customer feedback and data, with a strong understanding of how to use it to inform product development and business strategy **Career Growth Opportunities & Learning Benefits** At blithequark, we're committed to helping our employees grow and develop their careers. As a Senior Manager of Customer Support, you'll have access to: * Regular training and development opportunities, including workshops, conferences, and online courses * Mentorship and coaching from experienced leaders and professionals * Opportunities to take on new challenges and responsibilities, with a focus on career growth and development * A dynamic and supportive work environment, with a focus on collaboration and teamwork **Work Environment & Company Culture** Our office is located in Foster City, CA, and we offer a dynamic and supportive work environment, with a focus on collaboration and teamwork. As a Senior Manager of Customer Support, you'll have the opportunity to work with a talented and diverse team, with a focus on delivering exceptional customer satisfaction. **Compensation, Perks, & Benefits** We offer a competitive salary and equity package, as well as a range of benefits and perks, including: * Competitive salary and equity package * 401(k) program * Health, dental, vision, and life insurance * Short-term and long-term disability * Paid parental, medical, and caregiver leave * Commuter benefits * Monthly wellness stipend * Autonomous work environment * In-office setup reimbursement * Flexible time off (FTO) + holidays * Quarterly team gatherings * In-office amenities **How to Apply** If you're a motivated and experienced leader, with a passion for customer support and a commitment to excellence, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter, outlining your experience and qualifications for the role. **Equal Employment Opportunity** blithequark is an equal employment opportunity employer, committed to diversity and inclusion. We welcome applications from all qualified candidates, including and especially those from underrepresented and non-traditional backgrounds. **In-Office Requirement** This is a full-time role that can be held from our Foster City, CA office. The role has an in-office requirement of Monday, Wednesday, and Friday. Apply to this Job Apply for this job