Experienced Customer Support Manager for EMEA Region – Leadership Role in Delivering Exceptional Customer Experiences and Driving Team Success at blithequark

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 prioritize creating a work environment that is inclusive, supportive, and empowering. We believe in fostering a culture of growth, collaboration, and continuous improvement, where everyone feels valued and respected. Our team is passionate about delivering exceptional customer experiences, and we’re committed to making a positive impact in the industry.

Career Growth Opportunities and Learning Benefits

As a Customer Support Manager at blithequark, you’ll have access to a wide range of career growth opportunities and learning benefits. You’ll be able to develop your skills and expertise in a fast-paced and dynamic environment, with opportunities to take on new challenges and responsibilities. Our team is committed to supporting your growth and development, and we offer regular training and feedback to help you succeed.

Conclusion

If you’re a motivated and experienced Customer Support leader looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. With our commitment to delivering exceptional customer experiences and our focus on creating a positive and inclusive work environment, we believe you’ll find this role rewarding and fulfilling. Don’t miss out on the chance to join our team and make a real impact in the industry – apply today!

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.