Experienced Customer Support Representative for Software Products – Remote Opportunity with blithequark

Introduction to blithequark

At blithequark, we believe that the best companies grow through learning. That’s why hundreds of market leaders choose the Learning Cloud to power employee and customer learning. Boost employee performance, grow revenue, and scale customer success with blithequark. As a leader in the industry, we have recently raised a $40M Series C led by Salesforce Ventures, Slack Fund, and Susa Ventures, and have been ranked #1 on the 2023 Fortune Best Workplaces in Bay Area List, #5 on the 2023 Fortune Best Workplaces for Millennials List, and named Among Best Workplaces in Software by Inc. Magazine for 2024.

Why Join blithequark?

blithequark has received numerous awards and recognitions, including G2’s 2023 Best Software Awards: Top 50 Best Products for Mid-Market, G2’s 2023 Best Software Awards: Top 100 Highest Satisfaction Products, and ranked #873 on this year’s Inc. Magazine 5000 list of the fastest-growing private companies in America. We have also been made #9 on Fortune’s Best Workplaces for Women list 2022, Mogul’s Top 100 Companies with Inclusive Benefits in 2022, and Great Place to Work Certified August 2022-August 2023. Additionally, we have been named a 2022 & 2023 Y Combinator Top Company, #1 Top-Rated LMS by The Motley Fool, and JMP Securities Hot 100 Startups: The best privately held software companies 2022.

The Opportunity

We are looking for a product support specialist to provide an amazing support experience for our customers. This role will be on the front lines with our customers: listening to pain points, troubleshooting issues, and helping resolve any problems that may spring up. As a support representative, you will also have the chance to interface closely with our product and engineering teams to help guide the roadmap based on the trends you are seeing.

Key Responsibilities

• Answering questions and troubleshooting issues on chat and email via our support ticketing system
• Becoming a technical expert across our product and adjacent technologies like SSO, Salesforce, and Slack
• Working closely with product and engineering to escalate any high-priority issues and trends
• Having the opportunity to experience a fast-paced startup environment
• Shift Hours: 8am - 5pm PT (9am - 6pm MT)

Requirements

To be successful in this role, you will need:

• 2 to 4 years experience in a support related role for a software product (enterprise SaaS a plus)
• Strong technical and written skills
• Ability to multitask (e.g., maintain several live chat conversations while navigating on the computer and taking notes) and perform well in a fast-paced environment
• Experience with Intercom, Zendesk, Salesforce
• Ability to communicate complex concepts to customers
• Process-driven and having attention to detail
• Eagerness to respond to tickets to ensure that all SLA response times are met
• Empathy for customers and diligence to resolve problems to provide customer satisfaction
• Passion for the startup experience

Preferred Qualifications

• Experience working in a remote environment
• Familiarity with blithequark’s products and services
• Knowledge of industry trends and best practices in customer support

Skills and Competencies

To excel in this role, you will need to possess:

• Excellent communication and interpersonal skills
• Strong problem-solving and analytical skills
• Ability to work independently and as part of a team
• Adaptability and flexibility in a fast-paced environment
• Strong attention to detail and organizational skills

Career Growth and Learning Benefits

At blithequark, we are committed to creating the most talented, diverse workforce, supporting a growth mindset for our team members through all stages of their careers. We offer opportunities for professional development, training, and education to help you grow and succeed in your role.

Work Environment and Company Culture

blithequark is a dynamic and innovative company that values diversity, equity, and inclusion. We are committed to building a workplace culture that is collaborative, supportive, and inclusive. Our team members are passionate about what they do, and we are looking for like-minded individuals to join our team.

Compensation, Perks, and Benefits

We offer a competitive salary range of $60,000 - $85,000 per year, depending on experience. Additionally, we provide a range of benefits, including:

• Fully Remote - Work from anywhere in the US
• Flexible Time Off & 13 company-wide holidays
• Equity
• Full healthcare coverage
• 100% paid short-term & long-term disability insurance, plus life insurance
• Stipend for remote work setup & DeskPass account
• 401K
• Mental Health and Wellness Resources including a free subscription to Spring Health & access to 2 Employee Assistance Programs (EAP)
• Employee Resource Groups
• Access to Well-Being Benefits including: One Medical, Gympass, & Headspace

Conclusion

If you are a motivated and customer-focused individual who is passionate about providing exceptional support experiences, we encourage you to apply for this exciting opportunity. At blithequark, we are committed to creating a diverse, equitable, and inclusive workplace, and we welcome applications from candidates who share our values. Don’t hesitate to apply – we can’t wait to hear from you!