**Head of Customer Service, North America - Driving Excellence in Ecommerce Support**

Are you a seasoned customer service leader with a passion for driving excellence in ecommerce support? Do you thrive in a fast-paced, dynamic environment where collaboration and innovation are key? Look no further than this exciting opportunity to join blithequark as our Head of Customer Service, North America. **About blithequark** At blithequark, we're not just building loyalty programs - we're creating growth engines for ecommerce merchants. With over 100,000 merchants worldwide, we're already the largest loyalty program provider on the planet. But we're just getting started. Our team is globally distributed but closely connected, and we're committed to supporting each other in our growth. We know that blithequark as a business is in constant evolution - the same is true of our people. We're here to support each other in our growth, so we talk openly about our career & personal goals. **About the Role** As our Head of Customer Service, North America, you'll lead a cross-functional support team that combines technical excellence, merchant empathy, and operational discipline. You'll coach your team to meet their review generation targets and partner closely with your APAC counterpart to deliver 24/7 support, ensuring that every merchant, whether on our core plans or our growing Plus (Enterprise) tier, receives timely, thoughtful, and high-quality care. This is a hands-on leadership role that requires you to set the tone by jumping in when needed, whether it's helping during high-volume periods, covering for a team member, or leading a call with a merchant personally. You'll lead through example, not just direction, taking pride in getting close to the work and continuously raising the bar through real-time coaching and reflection. **Key Responsibilities** * Lead a cross-functional support team that spans technical, billing, and frontline service responsibilities, with a strong commitment to collaboration and shared goals. * Obsess about performance metrics that speak to the impact and success of the team across multiple angles - review generation, response times, SLOs, retention, efficiency per employee, and more. * Jump in when needed - responding to merchants directly when volume spikes or coverage is needed, and showing your team that no task is beneath leadership. * Partner with APAC leadership to manage round-the-clock global support, ensuring consistency in quality and experience regardless of time zone. * Coach through context - Review team interactions regularly, give timely feedback, and use real examples as learning tools to build confidence, judgment, and excellence. * Drive operational clarity - including clear expectations for performance, quality, and tone, especially when engaging our Plus (Enterprise) merchants. * Strengthen the connective tissue between frontline and Plus (Enterprise) teams through shared standards, supportive workflows, and unified growth paths. * Lay the foundation for future evolution - including role specialization and key skill certifications that reward deep expertise and build trust and confidence in handling our most important merchant interactions. **What You'll Need** * 5+ years of experience leading customer support teams, including technical support and cross-functional service roles. * Tech Know-How - familiarity with tools like Shopify, Intercom, and a willingness to leverage AI for efficiency, and have an opinion around how you see AI advancements in your field. * A “lead from the front” mindset - comfortable jumping into the inbox, solving merchant issues, and modeling what great looks like. * Experience working across regions and time zones - with a partnership approach and strong async communication skills. * Knowledge sharing is in your DNA. You know what it feels like when a customer asks a question and you don't have the answer at your fingertips, so you prioritize the dissemination of information across your team so that everyone has all of the information that they need to support merchants. * Coaching instincts - you value reflection, feedback, and ongoing learning, and are committed to helping people grow through thoughtful guidance. * A track record of delivering high-quality support at a SaaS company, with an eye for detail and a passion for doing right by your customers. * Operational strength - you know how to drive consistency, use tooling effectively, and maintain balance without over-indexing on headcount. * Belief in non-linear growth - you support individual contributors developing mastery and advancing without defaulting to management. **Bonus** * Experience managing account managers responsible for the retention and expansion of an assigned book of business. * Experience working at a SaaS organization with a strong product-led growth (PLG) motion running in parallel to a traditional sales-driven approach. * If you have experience leveraging AI to improve customer experience outcomes * Experience within the Shopify app ecosystem - you understand the impact that great customer service has on reviews and ratings, which are essential for company growth in a marketplace environment **Our Commitment to Candidates** At blithequark, we understand that finding a new role is challenging and that self-doubt or imposter syndrome can prevent you from applying to a role, don't let it! You have a ton to offer and we want you to feel encouraged to apply, even if you don't check all of the boxes. If you are passionate about ecommerce and helping merchants grow through loyalty and reward, connect with us. **Work Environment and Company Culture** As a remote team, we're committed to creating a culture that's inclusive, supportive, and collaborative. We believe in the importance of work-life balance and offer flexible working arrangements to ensure that our team members can thrive in their personal and professional lives. **Compensation, Perks, and Benefits** We offer a competitive salary and benefits package, including health insurance, retirement savings, and paid time off. We also offer a range of perks, including a generous parental leave policy, flexible working arrangements, and access to professional development opportunities. **How to Apply** If you're a motivated and experienced customer service leader who is passionate about driving excellence in ecommerce support, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!