Experienced Senior Product Support Specialist – Remote Customer Service Expert for Innovative Technology Solutions

Introduction to blithequark

At blithequark, we are passionate about delivering exceptional customer experiences through innovative technology solutions. As a leader in the industry, we strive to make a positive impact on our clients' businesses, helping them grow and thrive in an ever-changing landscape. Our company values are at the heart of everything we do, and we are committed to being Client Fixated, pioneering new approaches, embracing a culture of zero ego, and maintaining a relaxed and collaborative work environment. If you share our passion for customer-centricity, creativity, and continuous learning, we invite you to join our team as a Senior Product Support Specialist.

Job Overview

As a Senior Product Support Specialist at blithequark, you will play a vital role in our customer service team, providing top-notch support to our clients and helping them navigate our platform. You will be the face of our company, addressing how-to questions, investigating client requests, and working creatively to ensure our clients can focus on what matters most – growing their business. If you are a motivated, innovative, and client-focused individual who thrives in a fast-paced environment, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Collaborate with blithequark clients to answer how-to questions and investigate platform-related issues, providing timely and accurate solutions.
• Deliver a "human-first" experience, setting goals for clients through voice and written interactions across chat, email, phone, and blithequark tools.
• Become an expert in blithequark products, both at a technical and client use-case level, and identify opportunities to help clients maximize their value from our platform.
• Work with leadership to improve organizational efficiencies, sharing feedback and insights to enhance team performance and drive client value.
• Collaborate with peer colleagues (Sales, Onboarding, Account Management, Maintenance, and more) to increase client engagement and contribute to long-term client retention.

Essential Qualifications

To succeed in this role, you should have:

• A Bachelor's degree in a relevant field.
• At least 2 years of experience providing Software as a Service (SaaS) customer support to businesses, with a proven track record of impacting clients positively.
• A strong foundation in offering support for online software or SaaS products, as well as IT experience.
• Experience building best practices focused on support quality and efficiencies, possibly from working as a Subject Matter Expert (SME), Mentor, or Leader.
• The ability to adapt to working independently and through uncertainty while contributing to a strong team culture.
• Multiple instances of prioritizing high-impact/ high-value work among competing needs or requests.
• Familiarity with fundamental web technologies (e.g., HTML, CSS, JSON, and JavaScript).
• Experience navigating and working with multiple support platforms (e.g., Zendesk, Freshdesk, Service Cloud, ServiceNow, LiveAgent, Radio, Salesforce, Twilio, etc.).

Preferred Qualifications

While not required, the following qualifications are preferred:

• Previous experience working in a remote customer support role.
• Familiarity with blithequark products and services.
• Certifications in customer support or related fields.
• Proficiency in multiple languages.

Skills and Competencies

To excel in this role, you should possess:

• Client Fixation: a passion for engaging clients and finding solutions to their problems.
• Curiosity: a willingness to ask questions and continuously learn.
• Ownership: a proactive approach to setting high standards and taking responsibility for your work and team performance.
• Flexibility: the ability to thrive in a dynamic environment and adapt to changing client needs and priorities.
• Communication: excellent communication skills, with the ability to clarify complex issues and prioritize tasks effectively.

Career Growth and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Senior Product Support Specialist, you will have access to:

• Ongoing training and professional development opportunities.
• Mentorship and coaching from experienced leaders.
• Opportunities to take on new challenges and responsibilities.
• A collaborative and supportive team environment.

Work Environment and Company Culture

At blithequark, we pride ourselves on our open and transparent culture. As a remote team member, you will be an integral part of our distributed team, with opportunities to connect with colleagues and leaders through regular virtual meetings and events. Our company culture is built on the values of Client Fixation, pioneering spirit, zero ego, and a relaxed and collaborative approach to work.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• A hourly rate of $25.
• A 401k Retirement plan.
• Comprehensive medical, dental, vision, and parental leave benefits.
• Unlimited PTO (with the understanding that collaboration with your manager and colleagues will be essential to ensuring appropriate client coverage).
• Opportunities for career growth and advancement.
• A monthly blithequark credit (if working remotely).
• Access to a range of perks and benefits, including an on-site gym at our HQ and bi-weekly free lunch.

Conclusion

If you are a motivated, client-focused, and innovative individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join our team as a Senior Product Support Specialist. At blithequark, we are committed to making a positive impact on our clients' businesses and providing a supportive and collaborative work environment for our team members. Apply now to take the first step in your journey with blithequark!