Experienced Customer Support Specialist – E-commerce & SaaS Industry for blithequark's Profit Optimization Platform
Join the Team at blithequark: Revolutionizing E-commerce Profitability
blithequark is a pioneering profit optimization platform dedicated to empowering e-commerce businesses to achieve unprecedented success. With a focus on data-driven decision-making, we provide cutting-edge AB testing and personalization tools to help merchants unlock hidden profits. Our mission is to democratize access to advanced technology, previously reserved for industry giants, and make it available to businesses of all sizes.
As a customer-first, product-oriented company, we pride ourselves on a collaborative culture of low-ego and high IQ individuals. Our team is our strongest asset, and we're seeking highly talented individuals to join us in our mission to scale efficiently. With the backing of prominent investors, including Matchstick Ventures, Vinyl Capital, Techstars, and founders of renowned companies like Klaviyo, Postscript, and Stedi, we've secured over $4M in funding to fuel our growth.
The Role: Customer Support Specialist
We're looking for a highly motivated and customer-focused individual to join our team as a Customer Support Specialist. As a key member of our support team, you will work closely with e-commerce merchants to help them understand, utilize, and troubleshoot our testing platform. Reporting to the Support & Implementation Manager, you will be the primary point of contact for customers, providing timely and effective support via email, Slack, and chat.
Key Responsibilities:
- Deliver exceptional customer experiences: Respond promptly to customer inquiries, ensuring that all concerns are addressed in a timely and professional manner.
- Analyze and troubleshoot technical issues: Determine root causes, provide solutions, or escalate issues to other teams as necessary to ensure seamless resolution.
- Product expertise: Develop in-depth knowledge of our products to answer questions quickly and accurately, providing valuable insights to customers.
- Effective conversation management: Manage 20-30 open conversations simultaneously, prioritizing and organizing tasks to ensure efficient resolution of customer inquiries.
- Follow-up and resolution: Own the follow-up process to ensure that all tickets receive timely resolution, and collaborate with internal stakeholders as needed.
- Trend identification and feedback: Identify trends in issues and provide feedback and insights to product, tech, and ops teams to drive continuous improvement.
- Knowledge-sharing and training: Participate in knowledge-sharing activities, such as training and documentation, to ensure the continuous improvement of the support team's capabilities.
Qualifications:
- Proven customer support experience: Previous experience in customer support or a related field, with a strong track record of delivering exceptional customer experiences.
- Excellent communication and problem-solving skills: Ability to communicate effectively with customers, think critically, and resolve complex issues.
- Customer-centric mindset: A passion for helping others, with a strong desire to provide prompt and generous support.
- Multitasking and time management: Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- E-commerce, SaaS, or analytics experience: Experience in e-commerce, SaaS, or an analytics-oriented company is a plus, as is experience with data analysis in Tableau, Looker, SQL, or another BI tool.
Our Culture & Values:
At blithequark, we're driven by a set of core values that guide our actions and decisions:
- Put customers first: Create impact for customers and put their interests above your own with honesty and transparency.
- Be helpful: Be prompt and generous in your support, whether it's a request from a customer, teammate, or partner.
- Strive for excellence: Commit to being the best in the world at what you do, and continually seek opportunities for growth and improvement.
- Build and develop a diverse, world-class team: Set the highest possible standards on hiring, and devote time and energy to giving and receiving feedback.
- Have a perspective: Voice your opinions and have discussions, regardless of your role or who is on the other side of the table (or Zoom).
What's Offered:
At blithequark, we offer a comprehensive benefits package, including:
- Competitive salary and equity packages: Rewarding compensation and equity packages that recognize your value to the team.
- Medical & Dental insurance: Comprehensive medical and dental insurance to support your well-being.
- Flexible vacation and PTO schedule: A flexible vacation and PTO schedule that allows you to recharge and prioritize your personal life.
- Other benefits: Additional benefits that support your growth and well-being, which you can learn about on our website.
Career Growth Opportunities and Learning Benefits:
At blithequark, we're committed to the growth and development of our team members. We offer:
- Professional development opportunities: Opportunities to develop new skills and expertise, and advance in your career.
- Mentorship and coaching: Access to experienced mentors and coaches who can provide guidance and support.
- Training and education: Ongoing training and education to help you stay up-to-date with industry trends and best practices.
- Cross-functional collaboration: Opportunities to collaborate with other teams and departments, and gain a deeper understanding of our business.
Work Environment and Company Culture Highlights:
At blithequark, we pride ourselves on a collaborative and dynamic work environment. Our culture is built on:
- Collaboration and teamwork: A culture of collaboration and teamwork, where everyone is encouraged to contribute and share their ideas.
- Innovation and creativity: A culture that encourages innovation and creativity, and supports the development of new ideas and solutions.
- Flexibility and work-life balance: A flexible work environment that supports work-life balance, and allows you to prioritize your personal life.
- Recognition and rewards: A culture that recognizes and rewards outstanding performance, and celebrates our achievements.
Compensation, Perks, and Benefits:
At blithequark, we offer a comprehensive compensation package that includes:
- Competitive salary: A competitive salary that reflects your value to the team.
- Equity packages: Equity packages that give you a stake in our company's success.
- Benefits and perks: A range of benefits and perks that support your well-being and growth, including medical and dental insurance, flexible vacation and PTO, and more.
Conclusion:
If you're a motivated and customer-focused individual looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a Customer Support Specialist, you'll play a critical role in delivering exceptional customer experiences, and contributing to the growth and success of our business. We look forward to hearing from you!
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