Experienced Full Stack Customer Support Specialist – Web-Based Event Management and Sales Platform

Join the Team Revolutionizing Hospitality with blithequark

blithequark is the pioneering web-based event management and sales platform designed specifically for restaurants, hotels, and unique venues. Our mission is to simplify and streamline the event planning process, empowering our clients to focus on delivering exceptional customer experiences. We're committed to fostering a collaborative, innovative work environment that encourages growth and development. If you're passionate about hospitality and want to be part of a cutting-edge solution, it's time to join us in our mission to revolutionize the industry with blithequark!

About This Opportunity

We're seeking a highly skilled and enthusiastic Customer Support Specialist to join our team. As a Customer Support Specialist, you will play a critical role in ensuring the success and satisfaction of our clients. You'll be the primary point of contact for customers, providing timely and effective support across multiple channels. If you're a motivated and customer-focused individual with a passion for hospitality, we want to hear from you!

Location and Work Arrangements

This position is open to remote candidates who are eligible to work in the United States. If the ideal candidate is based near our Concord, MA office, a hybrid work schedule will be offered. For candidates located outside the Concord, MA area, there will be a requirement to complete initial onboarding at our Concord, MA office, followed by occasional in-office visits and travel for company events.

Core Responsibilities

• Communicate directly with customers to research, troubleshoot, and assist in ensuring success and resolution.
• Assist customers through multiple channels (emails/tickets, live chat, inbound phone calls, & Zoom) to provide timely and effective support.
• Ensure the timely resolution of customer issues while maintaining a professional and positive demeanor.
• Problem-solve and provide best practices and resolutions to help customers best utilize blithequark products.
• Train new and seasoned blithequark users by creating and hosting webinars and educational sessions.
• Act as a liaison between customers and other blithequark team members (Tier 2 Support, Account Management, Finance, etc.) for escalated situations, proactively communicating with customers.
• Offer product expertise internally to other teammates and departments.
• Contribute to the creation and improvement of support documentation.
• Develop and maintain a deep understanding of our products/services to provide informed and accurate assistance.
• Assist in onboarding and training new Support Specialists, helping them to become effective contributors to the team.
• Other related duties as assigned.

Knowledge, Skills, and Abilities Required

To be successful in this role, you should possess the following skills and qualifications:

• 1-2 years of customer service experience with strong communication (written and verbal) and interpersonal skills.
• Demonstrated ability to troubleshoot issues and provide effective solutions.
• Strong ability to empathize with customers, coupled with resourcefulness, patience, and a drive to ensure customer success.
• Comfortable with web-based software tools such as Zendesk, Slack, Guru, Zoom, Salesforce, and Google Suite.
• Ability to manage multiple workflows simultaneously while maintaining a positive attitude in a fast-paced environment.
• Ability to work efficiently within a team atmosphere and independently, while maintaining a sense of humor.

Preferred Experience

While not required, the following experience is highly preferred:

• Experience in the hospitality industry will provide valuable context for customer interactions.
• Experience in creating and hosting webinars or educational sessions for users is a plus.

What We Offer

At blithequark, we truly value our employees and place a high emphasis on their well-being and happiness. We understand that our people are the driving force behind our success and strive to create a positive and supportive work environment. Here are some of the awesome benefits that we offer to our employees:

• Competitive Medical, Dental, and Vision Insurance: We provide our employees with comprehensive medical, dental, and vision insurance coverage, ensuring that their health and well-being are taken care of.
• Company Paid Life Insurance, Short- and Long-Term Disability Plans: We take care of our employees by providing them with life insurance coverage, as well as short and long-term disability plans to protect them in case of unforeseen circumstances.
• 401(k) with Company Match: We offer a 401(k) retirement plan to our employees, and also provide a company match, helping employees save for their future and plan for retirement.
• Parental Leave: We understand the importance of work-life balance and offer parental leave to employees who become parents through birth, adoption, or foster care, allowing them to bond with their new family members without worrying about their job security.
• Flexible Paid Time Off: We believe in the importance of work-life harmony and offer flexible paid time off to our employees, giving them the flexibility to take time off when needed and maintain a healthy work-life balance.
• Pet Insurance: We recognize the importance of pets in employees' lives and offer pet insurance to help them take care of their furry friends and ensure their well-being.

Our Culture and Values

At blithequark, we place a high value on our employees' well-being and happiness, recognizing that they are the driving force behind our success. We're committed to fostering a positive and supportive work environment. We take pride in our work and the collaborative spirit of our team. We're proud to be an equal-opportunity employer, not discriminating based on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information. We're dedicated to fostering a culture of inclusion, diversity, and equity. blithequark empowers all team members to realize their full potential. Everyone Valued – Everyone Included.

How to Apply

If you're a motivated and customer-focused individual with a passion for hospitality, we want to hear from you! Please submit your application to join our team and be part of the revolution in the hospitality industry with blithequark.