Experienced Customer Support Chat Associate for Global Marketplace Operations – Delivering Exceptional Experiences and Driving Business Growth at blithequark

Introduction to blithequark and Our Mission

At blithequark, we are driven by a profound mission to uplift as many people as possible up the socioeconomic ladder. We achieve this by empowering healthcare professionals to turn their extra time and ambition into career growth and financial opportunities. Our innovative app-based marketplace connects healthcare facilities with healthcare professionals, allowing them to book on-demand shifts and access on-demand talent. This mission is at the heart of everything we do, and we are committed to making a meaningful difference in the lives of healthcare professionals and the patients they serve.

About blithequark

blithequark is a post-Series C, extremely fast-growing tech startup that is revolutionizing the market for healthcare talent. We boast classic two-sided network effects, and our diverse and inclusive company has a global, remote team. Featured on YC's Top Companies, we have experienced unprecedented growth, expanding 20x+ since January 2021. This is an exciting time to join our team, as we continue to serve more healthcare professionals and facilities, ultimately enhancing patient care. To learn more about what it's like to work at blithequark, visit our Careers page and explore how we work.

Job Overview

Our Chat Associates on the Worker Operations Team play a vital role in upholding safety and reliability for both sides of our marketplace. The ideal candidate will masterfully balance risk mitigation with delivering exceptional customer experiences. They will be curious, empathetic, and possess strong communication skills, repeatedly asking "why" to reach the root cause of issues and going the extra mile to solve our customers' problems. This is a fully remote position, operating 24/7, with each shift consisting of 5 days within a 7-day cycle (Sunday to Saturday), requiring both Saturday and Sunday availability to support our peak times.

Key Responsibilities

• Communicate with customers via telephone, live chat, and web communication channels to resolve inquiries and issues efficiently and effectively.
• Investigate attendance and quality incidents across our marketplace, using exceptional judgment and noticing skills to solve our customers' problems.
• Communicate the resolution of investigations to workers and workplaces with empathetic, customer-centered communication, justifying the reasoning behind decisions to diverse stakeholders within the company.
• Develop reliability initiatives to improve the overall quality of the marketplace and experience for our customers, establishing policy improvements to accomplish this goal.
• Collaborate within cross-functional teams, including customer support, general operations, product, customer success, and legal teams, to ensure seamless operations and customer satisfaction.
• Manage and maintain communication on multiple platforms to effectively solve issues for blithequark's partner facilities and professionals.
• Remain knowledgeable on product updates to ensure acting with the most up-to-date organizational information.

Essential Qualifications

• Must be proficient in English as a first language.
• Minimum of 2 years of customer support experience, with a proven track record of resolving customer issues with empathy and action.
• At least 2 years of providing telephonic customer support, demonstrating exceptional written and verbal communication skills.
• Experience with Zendesk or any CRM for a minimum of 2 years, showcasing the ability to work with technology to manage customer interactions.
• Ability to work as part of multidisciplinary teams, with a positive mindset that elevates the entire team.
• Comfortable handling ambiguous situations and adaptable to constant change, with an "I can handle anything" mentality.
• Demonstrate a high degree of motivation, self-direction, and initiative to achieve the goals of the team and organization.
• Exceptionally detail-oriented, with ethical and unbiased integrity and decision-making abilities.

Preferred Qualifications

• Prior experience in a fast-paced, dynamic environment, preferably in a tech startup or healthcare industry.
• Knowledge of marketplace operations and the healthcare sector, with an understanding of the challenges faced by healthcare professionals and facilities.
• Experience with reliability initiatives and policy improvements, with a focus on enhancing customer experience and marketplace quality.
• Strong analytical and problem-solving skills, with the ability to investigate and resolve complex issues.

Skills and Competencies

To succeed as a Chat Associate at blithequark, you will need to possess a unique blend of skills and competencies, including:

• Excellent Communication Skills: The ability to communicate effectively with customers, workers, and workplaces, both verbally and in writing.
• Empathy and Customer-Centricity: A deep understanding of customer needs and the ability to deliver empathetic and personalized support.
• Problem-Solving and Analytical Skills: The capacity to investigate and resolve complex issues, using data and insights to inform decisions.
• Collaboration and Teamwork: The ability to work effectively within cross-functional teams, building strong relationships with colleagues and stakeholders.
• Adaptability and Flexibility: The willingness to adapt to changing circumstances, priorities, and deadlines, with a flexible approach to work.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Chat Associate, you will have access to:

• Comprehensive Training Programs: Ongoing training and development opportunities to enhance your skills and knowledge.
• Career Progression Opportunities: Clear pathways for career advancement, with opportunities to move into specialized roles or leadership positions.
• Mentorship and Coaching: Support from experienced colleagues and leaders, with regular feedback and coaching to help you achieve your goals.
• Access to Industry Events and Conferences: Opportunities to attend industry events and conferences, staying up-to-date with the latest trends and developments in the healthcare and tech sectors.

Work Environment and Company Culture

At blithequark, we pride ourselves on our diverse and inclusive company culture. As a remote team, we are committed to creating a collaborative and supportive work environment, with:

• Flexible Working Arrangements: The ability to work from anywhere, with flexible hours and schedules to suit your needs.
• Regular Team Meetings and Social Events: Opportunities to connect with colleagues and build relationships, with regular team meetings and social events.
• Recognition and Rewards: A culture of recognition and rewards, with opportunities to receive feedback, recognition, and rewards for outstanding performance.
• Wellness and Self-Care Initiatives: Support for your physical and mental well-being, with access to wellness and self-care initiatives, including mental health resources and fitness programs.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, with a range of perks and benefits, including:

• Competitive Salary: A salary that reflects your experience and qualifications, with opportunities for growth and development.
• Comprehensive Benefits Package: Access to a range of benefits, including health, dental, and vision insurance, as well as retirement savings plans.
• Flexible Paid Time Off: Generous paid time off, with the ability to take time off when you need it, including vacation days, sick leave, and holidays.
• Professional Development Opportunities: Opportunities for professional growth and development, with access to training, mentorship, and coaching.

Conclusion

If you are a motivated and customer-focused individual, with a passion for delivering exceptional experiences and driving business growth, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Chat Associate, you will play a vital role in upholding safety and reliability for our marketplace, while delivering empathetic and personalized support to our customers. With a range of benefits, perks, and opportunities for growth and development, this is an opportunity not to be missed. Apply now to join our dynamic and inclusive team and help us achieve our mission to uplift as many people as possible up the socioeconomic ladder.