Experienced Customer Support and Onboarding Specialist - SaaS Customer Success and Technical Support

Join the Team at blithequark: Where Customer Success Meets Innovation

blithequark is seeking a highly skilled and motivated Customer Support and Onboarding Specialist to join our dynamic team. As a key player in our customer success organization, you will be responsible for welcoming and engaging new customers, guiding them through our onboarding process, and ensuring their continued success and satisfaction. If you have a passion for delivering exceptional customer experiences, a knack for technical support, and a drive to succeed in a fast-paced environment, we want to hear from you!

About blithequark and the Industry

blithequark is a cutting-edge SaaS company that is revolutionizing the way businesses approach [industry/field]. With a strong focus on innovation, customer success, and teamwork, we are committed to delivering exceptional solutions that meet the evolving needs of our customers. Our company culture is built on a foundation of transparency, collaboration, and continuous learning, and we are dedicated to creating a work environment that is both challenging and rewarding.

Key Responsibilities

• Welcome and engage new customers by guiding them through our onboarding process, ensuring a smooth transition to our platform.
• Conduct product demonstrations, configuration, and training sessions tailored to customer needs, providing personalized support and guidance.
• Develop customized onboarding plans that align with the customer's specific goals and use cases, ensuring a deep understanding of their needs and objectives.
• Collaborate with Sales and Customer Success Managers to ensure a seamless onboarding experience, aligning with customer expectations and company goals.
• Work with blithequark partners to provide project management support across multiple stakeholders, ensuring effective communication and coordination.
• Proactively engage with customers post-onboarding to ensure continued success and satisfaction, addressing any concerns or issues that may arise.
• Research, troubleshoot, and resolve end-user issues via email and live chat, following up to ensure resolution and customer satisfaction.
• Validate user-reported issues by reproducing steps, reviewing logs, and identifying potential causes, while documenting findings for internal teams.
• Communicate effectively with customers by asking clarifying questions, providing workflow best practices, and offering creative solutions.
• Serve as a customer advocate, prioritizing inquiries, fostering collaboration, and ensuring customer satisfaction through adherence to internal processes and productivity goals.

Essential Qualifications

• 3 years of experience in technical support, customer success, and onboarding for SaaS companies.
• 1-3 years of experience working in a remote environment, with a proven track record of success in a virtual setting.
• Prior experience working for a Series A-C startup serving global customers, with a deep understanding of the challenges and opportunities that come with scaling a business.
• Familiarity with a support ticketing system, specifically Jira, and the ability to effectively utilize it to manage customer inquiries.

Preferred Qualifications

• Exhibit strong independent problem-solving skills, with the ability to effectively triage, diagnose, and identify solutions even when full information or clarity is not immediately available.
• Demonstrate excellence in written and verbal communication, active listening, and the ability to manage difficult conversations with positive outcomes.
• Manage multiple priorities efficiently, utilizing exceptional project management, time management, and organizational skills while collaborating with cross-functional teams.
• Show adaptability and thrive in ambiguous environments, applying above-average reasoning and critical thinking to define problems, analyze data, and implement solutions.

Skills and Competencies

• Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Strong technical skills, with the ability to quickly learn and adapt to new technologies and systems.
• Proven problem-solving skills, with the ability to analyze complex issues and develop effective solutions.
• Excellent time management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• A customer-centric mindset, with a deep understanding of the importance of delivering exceptional customer experiences.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. We offer a range of learning and development opportunities, including:

• Comprehensive training programs to ensure you have the skills and knowledge needed to succeed in your role.
• Regular feedback and coaching from experienced leaders and mentors.
• Opportunities for career advancement and professional growth, with a clear path for progression.
• A culture of continuous learning, with access to industry events, conferences, and online resources.

Work Environment and Company Culture

At blithequark, we pride ourselves on creating a work environment that is both challenging and rewarding. Our company culture is built on a foundation of:

• Transparency: We believe in open and honest communication, with regular updates on company performance and goals.
• Collaboration: We work closely with our customers and internal stakeholders to ensure alignment and success.
• Continuous Learning: We are committed to ongoing learning and development, with a focus on innovation and improvement.

Compensation, Perks, and Benefits

We offer a comprehensive compensation package, including:

• Competitive salary and commission plan.
• Stock options, with the opportunity to own a part of our company.
• Comprehensive Health Insurance (Medical, Dental & Vision).
• Paid vacation, sick time, and company holidays.
• Long-Term Disability Coverage.
• 401(k) Plan, with company match.
• Stipends for Health & Wellness and Personal Growth.
• Choice of Mac or Windows laptop.
• Noise-canceling headphones.
• Choice between a home office buildout or expensing a co-working space.

Conclusion

If you are a motivated and customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity at blithequark. As a Customer Support and Onboarding Specialist, you will play a critical role in ensuring the success and satisfaction of our customers, while also contributing to the growth and development of our company. We look forward to hearing from you!