**Experienced Customer Support Associate – Nonprofit Grant Discovery and Management Tool**

At blithequark, we're on a mission to revolutionize the way nonprofits discover, track, and manage grants. As a hypergrowth startup, we're building the future of fundraising automation, and we're looking for a talented Customer Support Associate to join our team. If you're passionate about delivering exceptional customer experiences, eager to learn, and excited about process improvement, then this role is made for you! **About blithequark** blithequark is a YC-backed startup with a passion for empowering nonprofits to drive impact. We're proud to have over 3,700 nonprofit clients, from local homeless shelters to larger organizations like the San Diego Zoo and the University of Alaska. Our SaaS platform is designed to help nonprofits discover, track, and manage grants efficiently, and we're committed to making a meaningful difference in the world. **Our Culture** At blithequark, we're a team of innovators, experimenters, and collaborators. We're driven by a shared passion for customer happiness, process improvement, and making a positive impact. Our culture is built on four core values: * **The customer is the hero**: We put our customers at the forefront of everything we do, seeking feedback to improve the blithequark experience for everyone. * **Bend the curve**: We love to experiment, generating new concepts and iterating to see what works. Ideation and experimentation are essential to our growth. * **Authenticity**: We appreciate open, clear communication and encourage our team members to share their thoughts and ideas. * **Approachability and collaboration**: Everyone has a voice, and we're all building blithequark together. **About the Role** As a Customer Support Associate, you'll play a critical role in expanding our company's reach by scaling our support efforts. You'll be an advocate for our customers at every stage of the journey, answering their questions, gathering and sharing product feedback, and growing and improving our self-serve resources. You'll work closely with our Customer Success team, including Priya, Amélie, Bryanah, Kyle, and Riley, to enhance the customer experience at blithequark. **Key Responsibilities** * Provide quick and helpful support to blithequark customers, partners, and prospects via live chat, phone, and video * Respond professionally, empathetically, and promptly to customers to resolve customer issues * Maintain and contribute to the blithequark knowledge base by regularly authoring, editing, and updating self-serve resources such as help articles, best practices videos, FAQs, etc. * Identify and implement ways to work more efficiently and effectively internally and optimize the customer experience * Serve as the voice of our customers, share customer feedback, and advocate for our customers' needs, especially with revenue and product teams **Essential Qualifications** * 1+ years of customer-facing work experience, ideally in a SaaS environment with a consistent CSAT score above 95% * Support desk experience using a tool such as Intercom to answer customer inquiries, conduct ticket reporting, and pull metrics to analyze support performance * Light quality assurance experience, understanding how to test and report bugs with clarity and efficiency * Passion for delivering exceptional customer experiences * Excellent communication and empathy skills, with the ability to communicate complex topics easily over video and in writing * Organized and multitasking skills, with a high level of attention to detail * Adaptability and ability to thrive in fast-paced environments * Ownership and proactive approach to process improvement * Tech savviness, familiar with tools like G Suite, Zoom, Slack, Intercom, and Canva * Growth mindset and ability to take feedback in stride * Mission-driven and excited about blithequark's mission to empower nonprofits **Preferred Qualifications** * Experience working with nonprofit or SMB customers * Experience working remotely * Background in nonprofit development or fundraising **Compensation and Benefits** * Competitive salary + equity ($55,000 - $65,000/year, depending on experience) * 100% covered health, dental, and vision insurance for employees, 50% for dependents * Generous PTO policy, including parental leave * 401(k) * Company laptop + stipend to set up your home workstation * Company retreats for in-person time with your colleagues * Work with awesome nonprofits around the US, partnering with incredible organizations doing meaningful work **What to Expect** At blithequark, you'll have the opportunity to grow and develop in a fast-paced, dynamic environment. You'll work closely with our team to shape our culture and contribute to our mission to empower nonprofits. We're committed to providing a supportive and collaborative work environment, with opportunities for professional growth and development. **How to Apply** If you're excited about this opportunity, please submit either a written response or a link to a short Loom video, addressing the prompts below: 1. What are your top 3 customer service philosophies? How do they show up in your interactions with customers? 2. How have you made changes to improve a process and make it more effective or efficient? Don't forget to include the word "moxie" in your application to show you read this from start to finish! Along with your written response or Loom video, please attach your CV or resume. At blithequark, we pride ourselves on building a diverse team from the ground up. Every role is an opportunity to teach, learn, and create some of your best work - if you're excited to grow along with us, we encourage you to apply. Apply Job! Apply for this job