Experienced Customer Support Executive – Americas – 100% Remote – Delivering Exceptional Service Experiences at Blithequark

About Blithequark

Blithequark is a bootstrapped, profitable, 100% remote company with a team of over 100 thoughtful individuals who value autonomy and impact. Since 2013, we've been building a CRM that focuses on better communication, without the hassle of manual data entry or complex UI. Our goal is to double the productivity of every sales rep. We're a small, collaborative, and fast-paced team that bounces ideas off one another, supports each other's growth, and is passionate about solving problems.

About the Role

We're looking for a highly skilled Customer Support Executive to join our team and help us provide an excellent service experience for our customers. As a Customer Support Executive, you'll be responsible for answering customer questions, resolving technical problems, and delivering customer experiences that represent the Blithequark support philosophy. This role requires a high level of independence and immediate responsibility.

Key Responsibilities

• Respond to customer support tickets via email and occasionally take support calls during American business hours (ET, CT, MT, or PT).
• Become a Blithequark product expert - gain a deep understanding of our product features, integrations, and capabilities.
• Escalate issues to senior support staff and engineering as needed.
• Prevent and detect fraud - conduct systematic and periodic reviews of new user sign-ups to confirm that they're enthusiastic Blithequark customers and not malicious or fraudulent users.
• Review and facilitate any billing changes, updates, refunds, or credits.
• Identify bugs in the system and outline them for our engineering team to resolve.
• Coordinate with our Customer Success team to provide extra support to large customers.
• Maintain help center documentation and create content for new and updated features.

Essential Qualifications

• Physically based in an ET, CT, MT, or PT time zone.
• Highly proficient in the English language - written and verbal.
• Experience working with remote teams from around the world.
• At least 2 years of experience working in a customer-facing support role at a technology company.
• Knowledge of the SaaS + CRM landscape. Perhaps you're an experienced user of other sales platforms or other systems frequently integrated with Blithequark.

Preferred Qualifications

• Bonus points if you have more technical or coding experience - familiarity with VoIP, email, network management, APIs, etc.

What We Offer

Benefits and Perks

• 100% remote company - work from anywhere!
• 5 weeks PTO + Winter Holiday Break with 2 additional PTO days for every year you're with the company.
• 1 month paid sabbatical every 5 years.
• Paid parental leave.
• Medical, Dental, Vision with HSA option (US residents).
• 401k matching at 6% (US residents).
• Dependent care FSA (US residents).

Our Values

• Build a house you want to live in - Examine long-term thinking and action.
• No BS - Practice transparency and honesty, especially when it's hard.
• Invest in each other - Build successful relationships with your coworkers and customers.
• Discipline equals freedom - Keep your word to yourself and others.
• Strive for greatness - Constantly challenge yourself and others.

How We Work Together

• Productivity, Quality, & Impact - We don't track hours. We trust you're an adult and know best how to prioritize, meet your goals, and contribute at a high level.
• Asynchronous communication & collaboration - We have team members all over the world. We don't expect anyone to work untraditional hours. That means our default is async. Most teams have 2-5 hours of internal meetings weekly.
• Appreciation for Deep Work - During your normal work day, not after a day of meetings!
• Autonomy & Freedom - Create a work environment that is sustainable for you. We place a high amount of trust and responsibility with our team members from the start.

Why Join Blithequark?

At Blithequark, we're passionate about creating a work environment that is sustainable for our team members. We value autonomy, freedom, and deep work. We believe in building a house you want to live in and strive for greatness. Our team is small, collaborative, and fast-paced, and we're looking for someone who shares our values and is excited about delivering exceptional service experiences.

How to Apply

If you're a motivated and customer-focused individual who is looking for a new challenge, we'd love to hear from you! Please submit your application, including your resume and a cover letter, and we'll be in touch soon.

Note: We ask that you refrain from relying on AI tools when completing an application. We want to get to know you, your experience, and your communication style. All responses are read closely by multiple humans, and any obviously AI-generated applications will be disregarded.