Experienced Customer Support Specialist for Balance Support and Earned Wage Access Solutions

Introduction to blithequark

At blithequark, we are pioneers in the fintech industry, dedicated to revolutionizing the way people access their earnings. Our mission is to provide a seamless, user-friendly experience for our customers, empowering them to take control of their financial well-being. As a leader in Earned Wage Access solutions, we are committed to delivering exceptional service, fostering a culture of innovation, and making a positive impact on the lives of our users. If you are passionate about customer support, have a knack for problem-solving, and thrive in fast-paced environments, we invite you to join our dynamic team as a Customer Support Specialist for Balance Support.

Job Overview

In this critical role, you will serve as the frontline ambassador for blithequark, providing top-notch support to our customers via phone, ensuring prompt and accurate resolutions to their queries and concerns. Your expertise will be instrumental in driving key support metrics, collaborating with cross-functional teams, and contributing to the development of a distinctive customer service culture that sets blithequark apart in the industry. You will have the opportunity to work with various payroll software, understand time clock functionality, and efficiently manage data to ensure seamless support. As a valued member of our team, you will play a vital role in shaping the customer experience, fostering a culture of excellence, and driving business growth.

Key Responsibilities

• Responsive Customer Engagement: Respond promptly to incoming customer inquiries, delivering accurate and satisfactory responses to their inquiries and concerns.
• Customer Satisfaction Champion: De-escalate situations involving dissatisfied customers by providing patient assistance and empathy, ensuring a positive experience.
• Product Knowledge Mastery: Develop a profound understanding of our customer-facing features, portals, functionalities, and integration processes, articulating these details clearly and concisely to customers.
• Guided Troubleshooting/Education: Guide customers through troubleshooting processes, assisting them in navigating the blithequark app and utilizing our products or services effectively.
• Metrics Improvement: Drive key customer support metrics, including first response time, full resolution time, and Customer Satisfaction Ratings, to enhance overall service quality.
• Cross-Functional Collaboration: Collaborate seamlessly with internal teams, such as Customer Support, Account Management, and Onboarding Managers, to identify, troubleshoot, and efficiently resolve issues.
• Team Collaboration: Work closely with other call center professionals to continuously enhance customer service standards through shared insights and best practices.
• Exceptional Customer Experience: Create a distinctive customer experience that sets blithequark apart, leaving customers with a positive and lasting impression.
• Payroll Software Expertise: Be proficient in processing reports from various payroll software, understanding the intricacies involved in managing payroll systems.
• Time Clock Functionality: Understand the functionality of time clock programs, applying this knowledge to effectively address customer queries and provide tailored support.
• Report Management: Comfortably run, export, and upload reports, displaying technical competency in managing data related to time clock, payroll, and earned wage access systems.

Essential Qualifications

• Availability: Flexibility to adapt working hours, including evenings or weekends, to align with the needs of the team and customers or to address urgent support requirements.
• Professional Experience: Proven track record in a comparable customer support role, ideally within the fintech industry or a related field.
• Technical Proficiency: Proficiency in utilizing ticketing systems, CRM platforms, and other relevant support tools, with an advanced understanding of time clock and payroll systems.
• Payroll Software Proficiency: Familiarity with processing reports from various payroll software, highlighting the ability to manage and interpret data effectively.
• Time Clock Functionality: Understanding the functionality of time clock programs, allowing for comprehensive support and guidance to clients utilizing time tracking solutions.
• Report Management Skills: Comfortable running, exporting, and uploading reports, indicating a high level of proficiency in handling data within the context of time clock, payroll, and earned wage access systems.
• Problem-Solving Skills: Exceptional problem-solving skills, enabling the analysis and effective troubleshooting of complex issues.
• Communication Proficiency: Outstanding verbal and written communication skills, with the capacity to articulate technical concepts clearly and concisely to customers.
• Customer-Centric Mindset: A customer-centric approach with a genuine passion for delivering exceptional service and promptly resolving customer issues.
• Adaptability: Ability to work independently and collaboratively in a dynamic, fast-paced environment, proficient in managing multiple priorities and meeting Service Level Agreements (SLAs).

Preferred Qualifications

• Experience working in a remote or distributed team environment.
• Familiarity with fintech industry trends and developments.
• Knowledge of earned wage access solutions and their applications.
• Certifications or training in customer support, such as HDI or ICMI.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Support Specialist, you will have access to ongoing training and professional development opportunities, enabling you to enhance your skills and knowledge in customer support, fintech, and related areas. Our culture of innovation and continuous improvement provides a stimulating environment for you to learn, adapt, and thrive. With opportunities for advancement and career progression, you will be able to grow professionally and personally, making a meaningful impact on the company and our customers.

Work Environment and Company Culture

blithequark is a remote-friendly company, offering a flexible and dynamic work environment that fosters collaboration, creativity, and productivity. Our core values of humility, grit, raising the bar, and striving for growth guide our decisions and actions, ensuring that we maintain a positive, inclusive, and supportive culture. As a member of our team, you will be part of a diverse and talented group of individuals who are passionate about delivering exceptional customer experiences and driving business success.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a hourly rate of $19, paid time off, health insurance, dental insurance, vision insurance, and a 401K match. Our benefits are designed to support the well-being and financial security of our employees, enabling them to thrive in their personal and professional lives.

Conclusion

If you are a motivated and customer-focused individual with a passion for delivering exceptional support, we encourage you to apply for this exciting opportunity to join blithequark as a Customer Support Specialist for Balance Support. With your skills, experience, and dedication, you will play a vital role in shaping the customer experience, driving business growth, and contributing to the success of our company. Apply now to embark on a rewarding and challenging career journey with blithequark, where you will have the opportunity to make a lasting impact and grow with a dynamic and innovative team.