Experienced Customer Support Engineering Manager – Remote Job – US – Leading Entertainment Company

Introduction to blithequark

blithequark is one of the world’s leading entertainment services, with over 270 million paid memberships in more than 190 countries enjoying TV series, movies, and games across a wide variety of genres and languages. Our members can play, pause, and resume watching as much as they want, anytime, anywhere, and can change their plans at any time. We are committed to providing an exceptional customer experience, and our Customer Care team plays a vital role in achieving this goal.

Job Overview

We are seeking an experienced Engineering Manager to join our Customer Service Engineering team. As an Engineering Manager, you will provide cross-functional technical leadership and guidance to the team, driving the development of customer care for our global community. You will be responsible for setting and implementing the vision for the right balance of core skills that we should build versus tools that we should integrate into our architecture.

Key Responsibilities

• Provide technical vision and strategy for building platforms that scale for the growing needs of the customer care ecosystem
• Build strong relationships across business, data science, analytics, and engineering partners
• Balance quick partner needs versus longer-term vision
• Support your team by helping them understand needs, drive down ambiguity, bring focus, provide context, and enable them to bring their best and make an impact
• Mentor and lead a team of UI, backend, and full-stack engineers to execute a shared vision between engineering, product, and customer support partners
• Participate in engineering decisions for technology advancement and be a thought partner/sounding board for your team, partners, and stakeholders
• Grow and mentor this team through smart observation and fearless, honest feedback

About You

To be successful in this role, you should have:

• Experience working with third-party CCAAS vendors like Sprinklr, Google CCAI, or similar
• A proven track record of managing and leading high-quality, full-stack teams with diverse technical skills
• A demonstrated history of mentoring and guiding large, successful teams
• A strong focus on performance and feature speed, with a willingness to take ownership and responsibility for issues that may not be within your team’s scope
• Excellent recruiting skills, with the ability to continually raise the bar for excellence and ensure that each new hire significantly improves the team
• A meticulous approach to handling customer support issues, with a constant focus on improving processes through higher engineering efficiency

Essential Qualifications

• Bachelor's degree in a relevant field
• Experience working in a customer-facing environment, with a strong understanding of customer support principles and practices
• Excellent communication and interpersonal skills, with the ability to build strong relationships with partners and stakeholders
• Strong technical skills, with experience working with a range of technologies and platforms

Preferred Qualifications

• Experience working in a remote or distributed team environment
• Familiarity with agile development methodologies and practices
• Experience working with data analytics and metrics to inform decision-making
• Strong problem-solving skills, with the ability to analyze complex issues and develop creative solutions

Career Growth and Development

At blithequark, we are committed to providing our employees with opportunities for growth and development. As an Engineering Manager, you will have the chance to work on complex and challenging projects, develop your technical skills, and mentor and lead a team of talented engineers. You will also have access to a range of training and development programs, including workshops, conferences, and online courses.

Work Environment and Company Culture

blithequark is a unique and dynamic company, with a culture that values innovation, creativity, and collaboration. We are committed to providing a supportive and inclusive work environment, with a range of benefits and perks to help our employees thrive. Our company culture is built around a set of core values, including:

• A focus on innovation and creativity
• A commitment to excellence and quality
• A emphasis on collaboration and teamwork
• A passion for learning and development
• A dedication to diversity, equity, and inclusion

Compensation and Benefits

At blithequark, we offer a competitive compensation package, with a salary range of $35-45 per year. We also provide a range of benefits, including:

• Comprehensive health plans
• Mental health support
• A 401(k) retirement plan with employer match
• Stock option program
• Disability programs
• Health savings and flexible spending accounts
• Family-forming benefits
• Life and serious illness benefits

Conclusion

If you are a motivated and experienced Engineering Manager, with a passion for customer support and a track record of success in leading high-quality teams, we encourage you to apply for this exciting opportunity. At blithequark, we are committed to providing an exceptional customer experience, and we believe that our employees are the key to achieving this goal. Join our team and help us shape the future of entertainment.