Vice President, Customer Support (US) – Leading the Charge in Delivering Exceptional Customer Experiences

At blithequark, we're on a mission to revolutionize the healthcare technology landscape by empowering meaningful care collaboration and real-time patient insights. As a leading North American healthcare technology platform, we've been growing exponentially for over 20 years, with a team of over 2,200 employees working tirelessly to impact millions across North America. Recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada's Most Admired Corporate Cultures, blithequark is leading the way in creating cloud-based healthcare software that truly makes a difference.

Join Our Dynamic Team

We're not just a company – we're a community of innovators, thinkers, and doers who share a common purpose: to create a world where providers and plans can confidently deliver frictionless care. Our vibrant culture empowers our employees to advance their careers, engage in meaningful work, and make a lasting impact on healthcare across North America. We believe that work becomes profoundly fulfilling when driven by a higher purpose.

About the Role

We're seeking an exceptional leader to join our team as the Vice President, Customer Support (US). Reporting to the SVP, Customer Care, you'll lead the strategic direction and execution of Customer Support at blithequark. As a seasoned professional with a proven track record of driving operational improvements and end-to-end customer experiences, you'll be responsible for managing a dynamic Support Center that addresses the ever-changing needs of our customer base across both technical and functional questions.

Key Responsibilities

As the Vice President, Customer Support (US), you'll be responsible for:

• Leading the vision for Customer Support Management at blithequark, ensuring current programs and strategy will scale with growth
• Driving customer loyalty and ensuring that our customers are satisfied with support and are realizing measurable value from our products and services
• Displaying leadership skills to inspire and motivate staff to provide world-class experiences at all times
• Working cross-functionally to promote customer service in adjacent departments that impact Customer Support, such as Sales and Customer Success
• Developing and tracking Customer Support KPIs, and using data to influence and drive visible results
• Driving utilization and optimization of technology and executing on sound business plans for investment in technology
• Establishing operational infrastructure to lead initiatives to ensure high CSAT and goals
• Playing a critical role in developing a geographically remote support team

Your Key Strengths

To succeed in this role, you'll need:

• 10+ years of leading B2B/B2C support organizations with 100+ support analysts
• Experience in fast-paced, rapidly growing, and changing SaaS-based organizations
• Strong knowledge of case management and phone system technology, CRM systems, and data analysis platforms
• Background in overseeing training programs for development of IC and managers
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with internal customers
• Proven track record of driving operational improvements and end-to-end customer experiences
• Experience directly hiring and managing a geographically distributed team
• Proven track record of managing SLAs and customer-centric metrics
• Lead by example with a growth mindset, people-first attitude, and strong sense of responsibility

Optional: Bonus Skills

While not required, having experience in the following areas will be a plus:

• Understanding of the healthcare sector
• Worked in organizations with $500M+ in revenue
• Led implementation of AI-driven tools and processes

Compensation and Benefits

We offer a competitive compensation package, including:

• Base salary: $220,000 - $245,000 per year
• Bonus or commission
• Equity
• Benefits, including:

+ Retirement Plan Matching + Flexible Paid Time Off + Wellness Support Programs and Resources + Parental & Caregiver Leaves + Fertility & Adoption Support + Continuous Development Support Program + Employee Assistance Program + Allyship and Inclusion Communities + Employee Recognition

Work Environment and Culture

At blithequark, we're committed to creating a work environment that's inclusive, diverse, and supportive. We believe that our employees are our greatest asset, and we're dedicated to providing them with the resources and opportunities they need to succeed. Our culture is built on a foundation of trust, respect, and open communication, and we're proud to be recognized as one of the top places to work in the industry.

Equal Employment Opportunity

blithequark is an equal employment opportunity employer and welcomes applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.

How to Apply

If you're a motivated and experienced leader who's passionate about delivering exceptional customer experiences, we'd love to hear from you. Please submit your application through our website, and join our team of innovators, thinkers, and doers who are making a real impact in the healthcare technology landscape. Apply Now! Apply for this job