Experienced Customer Support Representative for Innovative Learning Cloud Solutions – Remote Opportunity with blithequark

Introduction to blithequark

At blithequark, we are driven by the belief that the best companies grow through learning. This philosophy has led hundreds of market leaders to choose our Learning Cloud to power employee and customer learning, resulting in boosted employee performance, revenue growth, and scaled customer success. To learn more about our mission and impact, visit our website. As a leader in the industry, we have recently achieved significant milestones, including a $40M Series C funding round led by prominent investors, and have been ranked among the best workplaces by Fortune and Inc. Magazine.

Why Join blithequark?

blithequark offers a unique opportunity to be part of a dynamic team that is shaping the future of learning and development. Our achievements include:

• Recently raised a $40M Series C led by Salesforce Ventures, Slack Fund, and Susa Ventures
• Ranked #1 2023 Fortune Best Workplaces in Bay Area List
• Ranked #5 on 2023 Fortune Best Workplaces for Millennials List
• Named Among Best Workplaces in Software by Inc. Magazine for 2024
• G2’s 2023 Best Software Awards: Top 50 Best Products for Mid-Market
• G2’s 2023 Best Software Awards: Top 100 Highest Satisfaction Products
• Ranked #873 on this year’s Inc. Magazine 5000 list of the fastest-growing private companies in America
• Made #9 on Fortune’s Best Workplaces for Women list 2022
• Mogul’s Top 100 Companies with Inclusive Benefits in 2022
• Great Place to Work Certified August 2022-August 2023
• Named a 2022 & 2023 Y Combinator Top Company
• #1 Top-Rated LMS by The Motley Fool
• JMP Securities Hot 100 Startups: The best privately held software companies 2022
• Otta’s ROCKET LIST 2022: 100 of the fastest-growing companies to accelerate your career
• #1 on Inc's 2021 Best Workplaces List for Startups
• Fortune's Best Places to Work in the Bay Area 2021
• Top 100 fastest-growing SaaS companies of 2020 by SaaS Mag

The Opportunity

We are seeking an experienced Customer Support Representative to provide exceptional support to our customers, ensuring their success with our Learning Cloud solutions. As a key member of our support team, you will be the primary point of contact for customers, addressing their questions, troubleshooting issues, and resolving problems in a timely and professional manner. This role offers the opportunity to work closely with our product and engineering teams, influencing the product roadmap based on customer feedback and trends.

Key Responsibilities

• Respond to customer inquiries via chat and email, utilizing our support ticketing system to resolve issues efficiently
• Develop expertise in our product and adjacent technologies, such as SSO, Salesforce, and Slack, to provide comprehensive support
• Collaborate with product and engineering teams to escalate high-priority issues and trends, contributing to the continuous improvement of our solutions
• Work in a fast-paced environment, maintaining a high level of productivity and attention to detail
• Participate in shift hours from 8am - 5pm PT (9am - 6pm MT), ensuring seamless support coverage for our customers

Requirements and Qualifications

To succeed in this role, you should possess:

• 2 to 4 years of experience in a support-related role for a software product, with a focus on enterprise SaaS solutions
• Strong technical and written communication skills, enabling you to effectively articulate complex concepts to customers
• Ability to multitask, navigating multiple live chat conversations while maintaining attention to detail and meeting SLA response times
• Experience with support tools such as Intercom, Zendesk, and Salesforce
• A process-driven approach, with a strong emphasis on attention to detail and empathy for customers
• A passion for the startup experience and a desire to contribute to a dynamic and growing company

Preferred Qualifications

• Experience working in a remote environment, with a proven ability to self-motivate and manage time effectively
• Familiarity with the Learning Cloud and adjacent technologies, such as SSO, Salesforce, and Slack
• Previous experience working in a customer-facing role, with a strong focus on customer satisfaction and success

What We Offer

At blithequark, we are committed to providing a comprehensive compensation package and a range of benefits to support your well-being and career growth. These include:

• Fully remote work arrangement, allowing you to work from anywhere in the US
• Flexible time off and 13 company-wide holidays, ensuring a healthy work-life balance
• Equity in the company, providing a sense of ownership and investment in our success
• Full healthcare coverage, including medical, dental, and vision insurance
• 100% paid short-term and long-term disability insurance, plus life insurance, providing peace of mind and financial security
• Stipend for remote work setup and DeskPass account, supporting your productivity and comfort while working remotely
• 401K plan, enabling you to plan for your future and retirement
• Mental Health and Wellness Resources, including a free subscription to Spring Health and access to 2 Employee Assistance Programs (EAP)
• Employee Resource Groups, providing a sense of community and connection with colleagues who share similar interests and backgrounds
• Access to Well-Being Benefits, including One Medical, Gympass, and Headspace, supporting your physical and mental well-being

Career Growth and Development

At blithequark, we are committed to supporting your career growth and development. As a Customer Support Representative, you will have opportunities to:

• Develop expertise in our product and adjacent technologies, enhancing your technical skills and knowledge
• Collaborate with cross-functional teams, including product and engineering, to contribute to the continuous improvement of our solutions
• Participate in training and development programs, designed to enhance your skills and knowledge in customer support and software development
• Take on additional responsibilities and contribute to special projects, providing opportunities for growth and advancement within the company

Company Culture and Values

At blithequark, we are proud of our company culture and values, which include:

• A commitment to innovation and continuous improvement, driving our mission to empower companies to grow through learning
• A focus on customer success, ensuring that our solutions meet the evolving needs of our customers
• A collaborative and dynamic work environment, fostering a sense of community and teamwork among colleagues
• A dedication to diversity, equity, and inclusion, promoting a culture of respect, empathy, and understanding

Conclusion

If you are a motivated and customer-focused individual, passionate about providing exceptional support and contributing to a dynamic and growing company, we encourage you to apply for this exciting opportunity. As a Customer Support Representative at blithequark, you will be part of a talented team that is shaping the future of learning and development. Join us and take the first step towards an rewarding and challenging career in customer support.