**Director, Customer Experience and Support – Transforming the Future of Healthcare Technology at blithequark**

Are you a visionary leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced, dynamic environments where innovation and collaboration drive growth? If so, we invite you to join blithequark as our Director, Customer Experience and Support. As a key member of our leadership team, you will play a pivotal role in shaping the future of healthcare technology and empowering our customers to achieve their goals. **About blithequark** At blithequark, we are committed to enhancing physician and patient quality of life through our cutting-edge SaaS cloud-based clinical platform. Our mission is to create an experience of delight and ease for physicians and their patients, and we're dedicated to building a world-class technology solution that sets a new standard in the industry. With a focus on innovation, collaboration, and customer-centricity, we're looking for talented individuals who share our vision and are passionate about making a meaningful impact. **The Opportunity** As our Director, Customer Experience and Support, you will lead our Support team and cultivate a best-in-class Support organization that delivers exceptional experiences for our customers. You will partner across teams to establish processes and programs that create value for all stakeholders, leveraging AI to drive operational and strategic improvements. Your expertise will be instrumental in shaping the future of our Support function, and you will have the opportunity to make a lasting impact on our customers and the industry as a whole. **Key Responsibilities** * Create and maintain an operational philosophy that drives a relentless focus on efficient and AI-optimized human interaction with bar-raising quality, efficiency, and cost. * Use AI to drive operational and strategic improvements for our customer and team experience, leveraging your expertise to develop and implement innovative solutions. * Provide leadership and coaching to develop and mentor our Support Managers and their teams, fostering a culture of growth, development, and empowerment. * Work closely with leaders across your reporting structure to oversee and drive innovation and initiatives across the team, with a resolute focus on customer experience. * Align with the COO and SVP of Customer Operations on department strategy and operating plan for the Support organization as we continue to scale our team. * Liaise with other leadership, as well as cross-functional leadership, to tackle urgent matters, strategic initiatives, and to implement workflow improvements that help ensure smooth overall operation. * Work with COO, SVP, People Ops, and Finance to plan for annual operating planning, including headcount needs, determining areas of growth, and guide hiring strategy accordingly. * Assist with incident response when necessary as an escalation point, communicating with customers and providing information to internal teams. * Continue to refine the analytics and Key Performance Indicators (KPIs) used to evaluate Support (both holistically and at the individual level) and establish team goals and priorities. * Own the support tools and systems strategy, including training and knowledge management, workforce management, customer and partner relationship management, contact routing, program management, trust and safety, and quality assurance. * Partner with cross-functional teams to ensure Support operations achieve or exceed organizational goals and provide solutions that work in concert with other teams' efforts. **Professional Qualifications** * Views the Support function as a differentiator in the market segment and is passionate about people management, development, and mentorship. * Has previous experience leading managers in a tiered support organization across multiple locations and is a critical thinker who defaults to a client-centric approach. * Uses data to make informed decisions and provides direction to managers in various areas, groups, and/or operations. * Is self-motivated, detail-attentive, and has a desire for continuous learning, with exceptional written and oral communication skills. * Has a high EQ and soft skills, with the ability to think creatively about a wide variety of challenges. * Has current or recent experience (within the last 2-3 years) working in a Support Leadership or adjacent function within a complex SaaS technology environment. * Is a natural-born educator, with a strong focus on knowledge sharing and empowerment. * Possesses strong Customer Service skills, with effective communication and listening skills. * Has 10+ years of previous customer support experience in the software/tech industry. * Holds a Bachelor's degree in business, or a related field, or equivalent years of experience. **What We Offer** * Competitive salary range: $140,000-160,000 + variable compensation * Opportunity to work with a cutting-edge SaaS cloud-based clinical platform * Collaborative and dynamic work environment with a focus on innovation and customer-centricity * Comprehensive benefits package, including medical, dental, and vision insurance * Generous paid time off and holidays * Professional development opportunities and a commitment to growth and learning * Recognition and rewards for outstanding performance and contributions **How to Apply** If you're a motivated and experienced leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! **Equal Employment Opportunity** blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion.