Director of Customer Support – Global Customer Experience Leader for blithequark's Innovative Restaurant Platform

Welcome to blithequark blithequark is revolutionizing the way restaurants succeed online with its all-in-one platform, empowering thousands of restaurant owners to build their websites, drive online orders, create branded apps, manage customer relationships, and set up marketing automations. Imagine a world where local businesses can thrive in the digital age, free from the constraints of huge technology corporations. This is the vision that drives us at blithequark, and we're starting with the restaurant industry, with plans to scale our solution to every other local business type. Our Vision for the Future At blithequark, we envision a future where tens of millions of local business owners use our technology to succeed. We're not just building a platform; we're creating a movement to help local businesses thrive in a world dominated by large corporations. Our goal is ambitious, but with the right team, we know we can make it happen. As a key member of our team, you'll play a crucial role in shaping the future of local businesses and helping them succeed in the digital age. Our Traction and Growth In just over three years, blithequark has generated tens of millions in revenue, served millions of guests, and processed hundreds of millions of online orders. But what's more important is the impact we've had on thousands of restaurant owners who have been able to save their businesses and thrive. Our team has grown from under 100 to nearly 200 talented individuals, and we're scaling even faster to keep pace with our customer growth. We're proud of our achievements, but we know that this is just the beginning. Meet Our Team Our team is made up of top talent from the most successful companies in SMB software, including Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire, and Stripe. We're a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. Our teammates are distributed throughout the globe, and we're looking for someone who can lead and scale our customer support team to deliver exceptional experiences to our restaurant partners. Where We Work At blithequark, we believe in flexibility and autonomy. Our team members work remotely from all over the world, and we prioritize in-person collaboration at one of our office locations for certain roles. As the Director of Customer Support, you'll have the opportunity to work from anywhere in the United States or Canada, and we'll provide you with the tools and resources you need to succeed. Why We're Looking for You We're looking for a seasoned customer support leader to join our team as the Director of Customer Support. In this role, you'll lead and scale a globally distributed, high-performing team that delivers 24/7 omni-channel support to our restaurant partners. You'll own the vision and execution for a best-in-class customer support experience, optimizing team performance, unblocking operational inefficiencies, and building scalable systems that grow with the business. You'll also serve as the key thought leader representing the voice of our support team and our customers across the company, partnering closely with Product and Engineering to identify trends, influence the roadmap, and ensure our support strategy evolves with our technology. Key Responsibilities Set and scale the operational strategy for our global, omni-channel support function to deliver consistent, high-quality experiences around the clock. Foster a high-performance culture by developing frontline leaders, optimizing team structure, and aligning KPIs to business goals. Act as a strategic partner to Product and Engineering, translating customer pain points into actionable insights that improve our platform. Ensure operational resilience by identifying and resolving single points of failure and optimizing the relationship with our AI chatbot BPO partner. Who You'll Work With VP of Customer Success Director of Customer Success Management Product and Engineering Leaders Marketing Leaders RevOps Leaders BizOps Leaders What We're Looking for in a Candidate We're looking for a seasoned customer support leader with experience managing global, multi-tiered teams in a high-growth, tech-enabled environment. You should have a proven ability to scale support operations and lead through complexity while maintaining service quality and team morale. You should also have a deep understanding of support systems and tools, such as Salesforce, Talkdesk, and AI chatbot platforms, with a strong grasp of performance metrics, SLAs, and QA standards. Essential Qualifications A seasoned customer support leader with experience managing global, multi-tiered teams in a high-growth, tech-enabled environment. Proven ability to scale support operations and lead through complexity while maintaining service quality and team morale. Deep understanding of support systems and tools (e.g., Salesforce, Talkdesk, AI chatbot platforms), with a strong grasp of performance metrics, SLAs, and QA standards. An influential communicator and cross-functional collaborator who can advocate for customer needs and shape the broader company strategy. Experience managing vendor or BPO relationships, particularly with chatbot or automation support partners. Empathy-driven leadership style with a passion for the restaurant industry and a commitment to delivering value-driving support at scale. Extremely data-driven, with a proven track record of influencing product development at previous companies. Preferred Qualifications Experience working in the restaurant or food service industry. Knowledge of emerging trends and technologies in customer support, such as AI-powered chatbots and automation. Experience with project management tools, such as Asana, Trello, or Jira. Strong analytical and problem-solving skills, with the ability to analyze complex data sets and develop actionable insights. What We Offer At blithequark, we offer a competitive salary range of $160,000-190,000, plus a generous pre-IPO equity package. We also provide comprehensive health coverage, a remote-first workplace, unlimited PTO, and extra fun perks. We're committed to creating a work environment that is flexible, autonomous, and supportive, and we're looking for someone who shares our values and is passionate about delivering exceptional customer experiences. Our Culture and Values At blithequark, we're passionate about creating a culture that is inclusive, diverse, and supportive. We believe in empowering our team members to take ownership of their work and to make decisions that drive impact. We're committed to creating a work environment that is flexible, autonomous, and fun, and we're looking for someone who shares our values and is passionate about delivering exceptional customer experiences. How to Apply If you're a seasoned customer support leader who is passionate about delivering exceptional customer experiences, we'd love to hear from you. Please submit your application, including your resume and a cover letter, and we'll be in touch to discuss the opportunity further. We can't wait to meet our next team member and start working together to create a better future for local businesses. Notice - Employment Scams Communication from our team regarding job opportunities will only be made by a blithequark team member with an @blithequark.com email address. We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers, or banking information. If you believe you are being contacted by a scammer, please mark the communication as "phishing" or “spam” and do not respond.