Experienced Customer Support Operations Lead for High-Growth Event Planning SaaS Company – Remote Opportunity with Competitive Salary and Benefits

Introduction to blithequark Are you ready to revolutionize the Event Planning SaaS Industry and power events at top-tier hotels across the globe? blithequark is a fast-growing, $3M seed-funded B2B SaaS startup that is changing the way event professionals source and book venues. Our platform streamlines and simplifies event booking management in real-time for event planners, hospitality professionals, and DMOs. With our platform being used by 150K+ hotels, including industry leaders such as Marriott, Hilton, and Hyatt, we are now at a critical growth stage and seeking a talented Customer Support Operations Lead to own and scale our support function. Company Culture at blithequark At blithequark, we value accountability, an ownership mindset, and a data-driven approach. We are a collaborative team where each person's contributions directly impact our success. Our company is scaling fast, and we believe in giving our team members the freedom to think outside the box, bring fresh ideas, and get creative with their processes. You will work closely with our founders and C-Suite, allowing you to make a real difference and be part of strategic decisions. If you're someone who thrives in a fast-paced, entrepreneurial environment with opportunities for growth and advancement, this is the place for you! Benefits of Working at blithequark We offer a range of benefits to our employees, including: Health Coverage: 100% employee and 50% dependent coverage for vision, health, and dental Maternity Leave: Support for growing families Future 401K Plan: Coming soon! Quarterly Meetups: Connect and collaborate in person with the team Remote work budget and opportunities for leadership advancement Why This Role Matters We are hiring a Senior Customer Support Ops Specialist to level up our support function. You will be our first hire dedicated to owning support processes and tools — starting as an individual contributor (IC) but quickly becoming the architect of how support operates and scales. You will report directly to the CEO and work alongside our Director of Client Success. Job Description We seek a detail-oriented, people-first Customer Support Ops Lead who is a hands-on Individual Contributor and leader to join our growing team. This role is critical to ensuring our customers have a smooth and successful experience on our platform. It is a hybrid of responsive customer support and building customer support ops from the ground up. Key Responsibilities Be the first line of defense for live customer issues via Intercom (chat, email, and occasional phone) Manage and optimize the Intercom setup: workflows, automations, AI assistant (Fin), and macros Improve support processes and documentation based on customer interactions Own key support KPIs like ticket resolution time, customer satisfaction, and responsiveness Act as a player-coach: lead by example while mentoring and growing a small team Collaborate cross-functionally with Product, Customer Success, and Engineering to escalate and resolve issues Qualifications To be successful in this role, you will need: 2–6+ years in a B2B SaaS support or support operations role, ideally in a startup or high-growth company Proven experience building or significantly improving support processes and tooling Hands-on Intercom, or similar software, experience is required (backend workflows, bot management, automations) Operational mindset — someone who enjoys creating order out of chaos and building scalable systems Customer-first mentality with strong communication skills (written and verbal) Comfortable in ambiguity, adaptable, and resourceful — thrives in fast-paced environments Bonus: experience mentoring or managing others Bonus: experience in the hospitality or events industry Skills and Competencies To excel in this role, you will need to possess the following skills and competencies: Strong problem-solving skills and attention to detail Excellent communication and interpersonal skills Ability to work independently and as part of a team Strong analytical and organizational skills Ability to adapt to changing priorities and deadlines Strong technical skills, including experience with Intercom or similar software Career Growth Opportunities At blithequark, we are committed to helping our employees grow and develop in their careers. As a Customer Support Operations Lead, you will have the opportunity to: Develop and implement new support processes and tools Mentor and grow a small team Collaborate with cross-functional teams to escalate and resolve issues Participate in strategic decisions and contribute to the growth and success of the company Learning and Development We believe in investing in the growth and development of our employees. As a Customer Support Operations Lead, you will have access to: Training and development programs to help you improve your skills and knowledge Opportunities to attend industry conferences and events Access to online courses and resources to help you stay up-to-date with the latest trends and technologies Work Environment and Company Culture At blithequark, we are committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. Our company culture is built on the values of accountability, ownership, and a data-driven approach. We believe in giving our employees the freedom to think outside the box, bring fresh ideas, and get creative with their processes. Compensation and Benefits We offer a competitive salary range of $80K–$90K, as well as a range of benefits, including health coverage, maternity leave, and a future 401K plan. We also offer a remote work budget and opportunities for leadership advancement. Conclusion If you are a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Support Operations Lead at blithequark, you will have the chance to make a real difference and contribute to the growth and success of our company. Don't miss out on this opportunity to join a fast-growing and innovative company and take your career to the next level. Apply now!