Experienced Customer Support Specialist - SaaS Client Care Excellence at blithequark

Join the blithequark Team: Revolutionizing Customer Experience in the SaaS Industry

At blithequark, we're on a mission to redefine the customer support landscape in the SaaS industry. We're seeking highly motivated, innovative individuals who embody our core values: Client Fixation, Be a Pioneer, Zero Show, and Relax. If you're passionate about delivering exceptional client experiences and thrive in a dynamic environment, we invite you to explore this exciting opportunity.

About Us: blithequark's Culture and Values

blithequark is built on a foundation of putting clients first. Our customer service team is the backbone of our client's experience, addressing how-to questions, and investigating client requests with creativity and precision. We're committed to fostering a culture that values innovation, collaboration, and continuous learning. Our organization values - Client Fixation, Be a Pioneer, Zero Show, and Relax - serve as the guiding principles for everything we do.

Key Responsibilities: Delivering Exceptional Customer Support

• Collaborate with blithequark clients to respond to how-to questions and investigate the blithequark platform, providing timely and accurate solutions.
• Deliver a "human-first" experience through voice and written interactions across various channels, including chat, email, telephone, and blithequark tools.
• Develop expertise in blithequark products, both at a technical and client use-case level, to provide authoritative support.
• Proactively seek opportunities to help clients maximize their value from blithequark, driving long-term engagement and retention.
• Work closely with leadership to enhance organizational efficiencies, sharing feedback and insights to drive client value.
• Collaborate with cross-functional teams, including Sales, Onboarding, Account Management, and Maintenance, to increase client engagement and contribute to long-term client retention.

Essential Qualifications: The Ideal Candidate

To succeed in this role, you'll need:

• A minimum of 2 years of experience in providing SaaS client care to businesses, with a proven track record of positively impacting client outcomes.
• A background in supporting various online software or SaaS products and/or IT experience.
• Experience developing best practices focused on service quality and efficiencies, potentially through roles such as a Subject Matter Expert (SME), Mentor, or Leader.
• The ability to work independently and adapt to uncertainty while contributing to a strong team culture.
• Examples of prioritizing high-impact/ value work among competing demands or requests.
• Familiarity with fundamental web technologies, including HTML, CSS, JSON, and JavaScript.
• Experience navigating and working with various support platforms, such as Zendesk, Freshdesk, Service Cloud, ServiceNow, LiveAgent, Salesforce, and Twilio.

Preferred Qualifications: Adding Extra Value

While not mandatory, the following qualifications can enhance your application:

• Advanced experience in SaaS client care, with a deep understanding of client needs and pain points.
• Technical expertise in specific areas related to blithequark's products or services.
• Leadership or mentoring experience, demonstrating the ability to guide and support colleagues.

What We Offer: Career Growth, Benefits, and Perks at blithequark

At blithequark, we're committed to supporting your career growth and well-being. Our benefits and perks include:

• A competitive hourly rate of $25.
• A comprehensive benefits package, including 401k Retirement plan, medical, dental, vision, and parental leave benefits.
• An open and transparent culture that fosters collaboration and innovation.
• Opportunities for career growth and advancement within the organization.
• Access to an on-site gym at our HQ, with local professional trainers.
• Flexible work arrangements, including remote work options, with a monthly blithequark credit to support your work-from-home setup.
• Unlimited PTO, with the understanding that cooperation with your manager and colleagues is essential to ensure adequate client coverage.
• A dynamic work environment that values work-life balance and employee well-being.

How You'll Be Measured: Performance Metrics

Your performance will be evaluated based on key metrics, including:

• Ticket Goal + Case Volume: Meeting or exceeding ticket resolution targets while managing a high volume of cases.
• Consumer Satisfaction + Quality of Client Communications: Delivering high-quality support that meets or exceeds client expectations.

Join blithequark: Make a Lasting Impact

If you're passionate about delivering exceptional customer support and thrive in a dynamic, innovative environment, we invite you to join the blithequark team. Take the first step towards a rewarding career that makes a lasting impact on our clients and the SaaS industry as a whole. Apply now and become part of our mission to redefine customer experience!