**Experienced Full Stack Customer Service Tools Support Specialist – Web & Cloud Application Development**

At blithequark, we're revolutionizing the way people enjoy entertainment, and we're looking for a highly skilled and motivated individual to join our team as a Customer Service Tools Support Specialist. As a key member of our Customer Service Technology team, you will play a crucial role in ensuring the smooth operation of our customer service tools and technologies, enabling our customers to enjoy their favorite shows, movies, and games without any interruptions. **About blithequark** blithequark is one of the world's leading entertainment services, with 270 million paid memberships in over 190 countries. Our mission is to provide our customers with the best possible entertainment experience, and we're committed to delivering exceptional customer service to make that happen. We're a dynamic and innovative company that values diversity, inclusion, and creativity, and we're looking for talented individuals who share our passion for entertainment and customer service. **Job Summary** As a Customer Service Tools Support Specialist, you will be responsible for managing the escalation lifecycle of technical issues affecting our customer service tools and technologies. You will work closely with our Program and Customer Service Tools Support Management (PSM) team, Customer Service Product Teams, Customer Service Operations, Technical Research, and Engineering partners to ensure that our customer service tools and technologies are running smoothly and efficiently. You will also provide administrative support to our full-time employees for CS Tools user access needs and system configuration support for CS-specific workflows within internal and third-party tools. **Core Responsibilities** • Manage the escalation lifecycle for all technical issues affecting the tools and services used by and reported by the CS organization, including defining intake workflows, issue discovery and validation, research, documentation, prioritization, communication, and advocating for fixes to engineering partners and CS Product. • Support CS Tools user access inquiries and group policy management. • Manage system configuration tasks for CS-specific workflows within internal and external tools, such as Sprinklr, Zendesk, and the CS Tools suite. • Provide CS Operations teams with Netflix-specific IT implementation support for BPO CS site launches/closures, tool access and testing, allowlist change management, and research support on BPO IT issues impacting agents and tooling. • Operate as a CS Tools subject matter expert for the CS organization. • Manage support channel inquiries and ensure SLAs are met. • Create and maintain runbooks and resource material pertaining to CS Tools support and system admin/configuration workflows. • Flexibility in working hours to help meet the needs of the business. • Embody the unique blithequark culture. **Qualifications** • 5+ years of relevant experience related to IT support, application support, and technical troubleshooting and research. • A demonstrated proficiency working with Google Workspace, JIRA, Confluence, Kibana, Tableau, Zendesk, and other industry tooling. • Experience supporting and administering Customer Service target SaaS applications (CRM, CMS, CCaaS, etc). • Effective communicator with stakeholders across all technical levels. • Familiar with Project Management methodologies. • Self-starter and fast learner who can work independently while using impeccable judgment. • Exhibits a strong sense of curiosity and the initiative to explore unknowns and thrive in ambiguous situations. **What We Offer** • Competitive annual salary, with a range of $50,000 - $190,000, and the flexibility to choose how much of your compensation you want in salary versus stock options. • Comprehensive benefits, including 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, and Life and Serious Injury Benefits. • Paid leave of absence programs, with full-time hourly employees accruing 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. • Flexible time off for full-time salaried employees. • A unique culture and environment that values diversity, inclusion, and creativity. • Opportunities for career growth and professional development. **Why Join blithequark?** • We're a dynamic and innovative company that values diversity, inclusion, and creativity. • We're committed to delivering exceptional customer service and providing our customers with the best possible entertainment experience. • We offer competitive salaries and comprehensive benefits. • We provide opportunities for career growth and professional development. • We're an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. **How to Apply** If you're a motivated and experienced individual who is passionate about customer service and technology, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you! **Equal Opportunity Employer** blithequark is an equal-opportunity employer and celebrates diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service. Apply for this job