Welcome to blithequark
At blithequark, we value the unique backgrounds, experiences, and perspectives each individual brings to our workplace every day. We believe everyone deserves a fair shot at success and appreciate the experiences each person brings beyond traditional job requirements. If you’re a close but not exact match with the description, we hope you’ll still consider applying. Want to learn more about life at blithequark? Visit our career page to see how we empower creators to own their destiny.
About the Role
We start with our customers and work backwards. Our mission is to be experts and set the benchmark in the work and experiences we create. You’ll join a team that’s redefining customer support and raising the bar for our industry. With our EMEA business growing fast, we’re looking for the most skilled Customer Support leaders to help fulfill our ambitions and make a real impact as we scale.
Our ideal candidate is a leader who is committed to delivering the ultimate customer experience. To succeed here, you will need to solve complex problems creatively, thrive in dynamic situations, and inspire teams to perform at their best. Joining our newly established Irish-based operations, you'll play a key role in building strong cross-functional relationships and shaping a team and office that’ll be as special as our other locations!
Key Responsibilities
As a Customer Support Manager for the EMEA region at blithequark, your key responsibilities will include:
- Developing an in-depth knowledge of the blithequark product to support individual contributors
- Coaching and mentoring a team of around 12 Product Experts to provide the ultimate experience for blithequark customers
- Ensuring Product Experts are staying up to date on product changes and/or releases by identifying themes and/or training gaps
- Directly resolving escalated customer complaints by providing support and guidance on non-technical questions, especially when working to improve customer sentiment
- Driving thoughtful and effective communication with both blithequark customers and blithequark teams
- Creating, iterating, and documenting support processes, policies, and standards
- Providing actionable feedback to Product Experts by reviewing tickets and chats
- Setting clear goals and driving ongoing improvements to team operations and product utilization
- Helping shape and/or maintain a team identity and culture based on blithequark’s values
Who You Are
To be successful in this role, you should have:
- 3+ years of experience leading teams of 8+ in a fast-paced and metrics-based environment
- A proven track record of developing talent and building a culture of growth, collaboration, and continuous improvement
- Adaptable and resilient, with experience leading teams through change
- Data-driven and analytical, using insights to set goals, measure performance, and balance high standards with empathy and support
- Experience supporting a global customer base, with cultural awareness and the ability to adapt communication and support styles across diverse EMEA markets
- Skilled and thoughtful communicator across written and verbal channels
- Comfortable under pressure, able to manage competing priorities while keeping teams focused
- Proven ability to work cross-functionally with other teams and stakeholders regionally and globally
- Motivated by solving complex problems for customers and internal teams
- Full authorization to live and work in Ireland without any restrictions
Bonus Items
While not required, the following skills and experiences are a plus:
- Experience in SaaS/MarTech environments
- Familiarity with: APIs/integrations, networking (DNS, IPs), email marketing, and e-commerce platforms
- Proficiency (or ability to quickly learn) tools such as: G-Suite, Zendesk, Tableau, and Salesforce
- Fluency in another European language
What We Offer
At blithequark, we offer a competitive salary range that reflects the cost of labor in the country where the job post is advertised. The base salary offered for this position is determined by several factors, including the applicant’s job-related skills, relevant experience, education or training, and work location.
In addition to base salary, our total compensation package may include participation in the company’s annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, sign-on payments, and a comprehensive range of health, welfare, and wellbeing benefits based on eligibility.
Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process.
Work Environment and Company Culture
At blithequark, we pride ourselves on our dynamic and supportive work environment. We believe in empowering our employees to own their destiny and make a real impact on our customers. Our company culture is built on values of collaboration, continuous improvement, and customer obsession.
We offer a hybrid work model, with 3 days per week in the office, to provide our employees with the flexibility and work-life balance they need to thrive. Our office is located in Dublin, Ireland, and we offer a range of benefits and perks to support our employees’ wellbeing and career development.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. We offer a range of training and development programs, including mentorship, coaching, and career development opportunities. Our employees have the opportunity to work on complex and challenging projects, and to develop their skills and expertise in a fast-paced and dynamic environment.
We also offer a range of benefits and perks to support our employees’ learning and development, including access to online courses and training programs, conference and event sponsorships, and a range of internal mobility opportunities.
Conclusion
If you’re a motivated and experienced Customer Support Manager looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. With our commitment to customer obsession, collaboration, and continuous improvement, we offer a dynamic and supportive work environment that will help you thrive and grow in your career.
Don’t miss out on this opportunity to join our team and make a real impact on our customers. Apply now to become a part of the blithequark family and start your journey to delivering exceptional customer experiences and driving team success.
Get to Know blithequark
We’re blithequark. We empower creators to own their destiny by making first-party data accessible and actionable like never before. We see limitless potential for the technology we’re developing to nurture personalized experiences in ecommerce and beyond. To reach our goals, we need our own crew of remarkable creators—ambitious and collaborative teammates who stay focused on our north star: delighting our customers. If you’re ready to do the best work of your career, where you’ll be welcomed as your whole self from day one and supported with generous benefits, we hope you’ll join us.
blithequark is committed to a policy of equal opportunity and non-discrimination. We do not discriminate on the basis of race, ethnicity, citizenship, national origin, color, religion or religious creed, age, sex (including pregnancy), gender identity, sexual orientation, physical or mental disability, veteran or active military status, marital status, criminal record, genetics, retaliation, sexual harassment or any other characteristic protected by applicable law.
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