Experienced Customer Support Associate – Delivering Exceptional Experiences to Nonprofit Clients and Driving Process Improvement at blithequark

Welcome to blithequark

At blithequark, we're on a mission to empower the nonprofit sector to drive impact, and we're well on our way to becoming the #1 most-loved grant discovery and management tool. As a hypergrowth startup, we're committed to building the future of fundraising automation, helping nonprofits discover, track, and manage grants efficiently through our SaaS platform. With over 3,700 nonprofit clients, from local homeless shelters to larger organizations, we're making a real difference in the world.

About the Role

We're looking for a talented Customer Support Associate to join our team and advocate for our customers (nonprofits and grant writers) as they use our platform. As a key member of our customer support team, you'll be responsible for delivering exceptional customer experiences, gathering and sharing product feedback, and growing and improving our self-serve resources. If you're motivated by customer happiness and excited about process improvement, then this role is made for you!

Key Responsibilities

• Provide quick and helpful support to blithequark customers, partners, and prospects via live chat, phone, and video
• Respond professionally, empathetically, and promptly to customers to resolve customer issues
• Maintain and contribute to the blithequark knowledge base by regularly authoring, editing, and updating self-serve resources such as help articles, best practices videos, FAQs, etc.
• Identify and implement ways to work more efficiently and effectively internally and optimize the customer experience
• Serve as the voice of our customers, share customer feedback, and advocate for our customers' needs, especially with revenue and product teams

What We're Looking For

We're looking for a candidate with 1+ years of customer-facing work experience, ideally in a SaaS environment, with a consistent CSAT score above 95%. A background in nonprofit development or fundraising is a plus! You should have experience with support desk tools such as Intercom, light quality assurance experience, and a passion for delivering awesome customer experiences.

Essential Qualifications

• 1+ years of customer-facing work experience
• Support desk experience with tools such as Intercom
• Light quality assurance experience
• Passion for delivering exceptional customer experiences
• Excellent communication and empathy skills
• Organized and able to multitask with attention to detail
• Adaptable and able to thrive in fast-paced environments
• Proactive approach to process improvement and confidence to execute on new ideas
• Tech-savvy with experience using tools such as G Suite, Zoom, Slack, Intercom, and Canva

Preferred Qualifications

• Experience working with nonprofit or SMB customers
• Experience working remotely
• Background in nonprofit development or fundraising

What You'll Get

At blithequark, we offer a competitive salary and benefits package, including:

• Competitive salary + equity ($55,000 - $65,000/year, depending on experience)
• 100% covered health, dental, and vision insurance for employees, 50% for dependents
• Generous PTO policy, including parental leave
• 401(k)
• Company laptop + stipend to set up your home workstation
• Company retreats for in-person time with your colleagues
• Opportunity to work with awesome nonprofits around the US and make a real difference in the world

Our Culture

At blithequark, we're customer-focused, and we routinely seek feedback from our customers to improve the blithequark experience for everyone. We love to experiment and are constantly generating new concepts and iterating to see what works. We appreciate authenticity and encourage open, clear communication with each other about the things that matter most to us. We're approachable and collaborative, and everyone has a voice in building blithequark together.

How to Apply

If you're excited about this opportunity and have the skills and experience we're looking for, please submit a written response or a link to a short video, addressing the following prompts:

• What are your top 3 customer service philosophies? How do they show up in your interactions with customers?
• How have you made changes to improve a process and make it more effective or efficient?

Don't forget to include the word moxie in your application to show you read this from start to finish! Along with your written response or video, please attach your CV or resume.

Join Our Team

At blithequark, we pride ourselves on building a diverse team from the ground up. Every role is an opportunity to teach, learn, and create some of your best work. If you're excited to grow along with us, we encourage you to apply. We can't wait to hear from you and explore how you can contribute to our mission to empower the nonprofit sector and drive impact.