Experienced Customer Support Representative – Technical Software Support and Customer Success Expert for a Fast-Growing SaaS Company

Introduction to blithequark

Imagine being part of a revolutionary journey to transform the scrap metal industry through innovative, user-friendly software. At blithequark, a venture-backed, Series A stage SaaS company, we are dedicated to improving recycling rates and reducing metal waste in landfills. Our mission is to provide modern operations software for metal recyclers, enabling them to manage metal transactions, inventory, and yard operations seamlessly under one software roof. As a dynamic and growing startup, we are now seeking a highly skilled and motivated Customer Support Representative to join our team.

Job Overview

We are looking for a talented individual to fill the role of Customer Support Representative, who will play a vital part in establishing and executing support processes to ensure maximum client satisfaction, retention, and advocacy. As the initial hire in this role and an early member of our customer success team, you will have the opportunity to shape and define the customer support function at blithequark. Your primary responsibility will be to provide fast, high-quality resolutions for client issues, ensuring that our customers receive exceptional support and training to get the most out of our software.

Key Responsibilities

• Provide technical support and training to customers, addressing their queries and concerns in a timely and professional manner
• Manage an inbound ticket queue, phone call queue, and inbound chat support, ensuring that all customer interactions are handled efficiently and effectively
• Own and maintain our customer-facing knowledge base and help center, ensuring that it is up-to-date and provides valuable resources for our customers
• Act as a customer advocate within the company, gathering feedback, escalating critical issues, identifying trends, and working closely with cross-functional teams to address customer needs and improve our software and services
• Implement new processes to increase the scalability of our team, ensuring that we can continue to provide exceptional support as we grow and expand

Qualifications and Requirements

To be successful in this role, you will need to have:

• Experience with product support, training, troubleshooting, and technical documentation, preferably in a B2B software or technology sales environment
• Previous experience in a customer-facing role, with a strong track record of providing exceptional customer service and support
• A high level of organization, attention to detail, and the ability to manage multiple priorities proactively and effectively
• Strong communication and interpersonal skills, with the ability to deescalate difficult customer situations and build strong relationships with our customers
• Exceptional problem-solving abilities, with a strong analytical mindset and the ability to think creatively
• A professional work ethic, coupled with sound judgment and a strong sense of ownership and accountability
• Startup experience is a strong plus, as is experience with support systems like G-Suite, Intercom, Salesforce, and JIRA
• Data and analytical skills are also a plus, as is the ability to work in a fast-paced and dynamic environment

Essential Skills and Competencies

In addition to the qualifications and requirements listed above, the ideal candidate will possess:

• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, colleagues, and stakeholders
• Strong problem-solving and analytical skills, with the ability to think creatively and outside the box
• A customer-centric mindset, with a strong focus on providing exceptional customer service and support
• The ability to work in a fast-paced and dynamic environment, with a strong sense of adaptability and flexibility
• A strong sense of ownership and accountability, with a willingness to take on new challenges and responsibilities

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Support Representative, you will have the opportunity to:

• Develop your skills and expertise in customer support, software, and technology
• Work closely with cross-functional teams, including sales, marketing, and product development
• Contribute to the growth and success of a fast-growing startup, with opportunities for career advancement and professional development
• Participate in training and development programs, including workshops, webinars, and conferences
• Stay up-to-date with the latest industry trends and technologies, with access to industry publications, research reports, and online courses

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic and supportive work environment. Our company culture is built on the values of:

• Collaboration and teamwork, with a strong focus on communication and feedback
• Innovation and creativity, with a willingness to take risks and try new things
• Customer-centricity, with a strong focus on providing exceptional customer service and support
• Diversity and inclusion, with a commitment to creating a welcoming and inclusive work environment
• Professional development and growth, with opportunities for career advancement and skill development

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• A salary range of $60,000-$70,000, based on experience and fit
• Equity available, with the opportunity to share in the growth and success of the company
• Unlimited paid time off, to relax and recharge
• Comprehensive health benefits, including medical, dental, and vision coverage
• 90% employer contribution for individual health insurance
• 401(k) coverage, with a competitive employer match
• Great start-up culture, with a dynamic and supportive work environment

Conclusion

If you are a motivated and customer-focused individual, with a passion for software and technology, we encourage you to apply for this exciting opportunity. As a Customer Support Representative at blithequark, you will have the chance to make a real difference in the lives of our customers, while contributing to the growth and success of a fast-growing startup. Don't miss out on this opportunity to join our team and be a part of something special. Apply now and take the first step towards an exciting and rewarding career with blithequark!

blithequark is an Equal Opportunity Employer, committed to diversity and inclusion. We do not discriminate based on race, color, religion, sexual orientation, gender, gender identity, national origin, protected veteran status, disability status, or any other protected status under applicable laws.