Experienced Customer Support Specialist - Part-Time Role at blithequark

Join the Revolution in Capital Raising and Deployment with blithequark

blithequark is on a mission to make it radically easier for anyone, anywhere, to launch and run an angel syndicate or venture firm. We're creating a world where people can vote with their money on what the future looks like and participate in creating it. Our seamless platform handles all the "plumbing" - from setting up the legal structure for an investment vehicle to processing payments. With over 7,000 VCs, angels, and founders already trusting us, we're just getting started.

The Role: Customer Support Specialist

Reporting to our Head of Commercial, you'll be the frontline point of contact for customer support, handling emails, chats, and calls from our customers. As a Customer Support Specialist at blithequark, you'll proactively and thoughtfully address customer issues through active listening and a comprehensive understanding of our products and services.

Key Responsibilities:

• Be the primary point of contact for customer support, handling emails, chats, and calls from customers.
• Proactively address customer issues through active listening and a comprehensive understanding of our products and services.
• Deliver high customer satisfaction scores by being truly customer-centric and a skilful problem-solver.
• Collaborate with the team to troubleshoot problems by leaving internal notes for the Customer Support Manager, sharing feedback with our product team, and correctly tagging tickets for future data analysis.
• Champion the customer perspective, understanding their pain points, and leveraging this insight to initiate positive changes to the blithequark customer experiences.

Working Hours and Schedule

This is a part-time remote position with a fixed schedule of 24 hours per week. The schedule is as follows:

• Monday to Thursday: 6:00pm - 9:00pm
• Saturday and Sunday: 10:00am - 4:00pm

We prioritize candidates who can commit to the full set of hours. However, we're open to a job share arrangement. If you can at least commit to all evening or all weekend hours listed, we welcome you to apply.

Must-Have Qualities

To succeed in this role, you'll need to possess the following qualities:

• Detail-Oriented: Your ability to pay meticulous attention to small details is what sets you apart. You genuinely care about the details and can suggest improvements to templates and documents with an eye for precision.
• Brilliant Communicator: Whether in written or verbal form, you understand the importance of effective and clear communication in all aspects of the role. You understand the sensitivity that customers face and have the ability to communicate empathetically and work on improvements to enhance customer communication.
• Customer-Centric Focus: Your genuine care for the customer is evident in your approach, making it a point to understand their needs, concerns, and expectations. Your dedication to customer satisfaction goes beyond tasks; it's a commitment to ensuring a positive and fulfilling experience for every customer interaction.
• Adaptable and a Fast Learner: Your capacity to adapt to new processes, regulations, and tools with the right coaching is essential.

Your Experience & Background

We recognize that the ideal background could come from various profiles. You could be a university student, a recent graduate, a parent, someone who worked in a role with transferable skills, or an experienced customer support specialist. What matters most to us is that you're able to meet each of the qualities we're looking for, you're ready to make an impact quickly, and you align with our values.

Nice to Have:

• Experience working within a fintech or a B2B environment.
• A keen interest in technology, venture capital, and angel investing.
• Familiarity with Zendesk and Airtable would be a definite plus.

The Hiring Process

Our hiring process is designed to ensure that we find the best fit for the role. Here's what you can expect:

• Interview with Imani, our People & Talent Lead: Here, you'll unpack the role, learn more about us, and she'll ensure you're the right fit for the position.
• Take-Home Challenge: By this stage, we believe you're pretty great, so we'll share a task to assess how well you'd perform in the role.
• Interview with Haroun, our Head of Commercial: Now that you're in the running, and you've shown some of the must-have skills through the challenge, it's time to unpack your experience with the hiring manager.
• Final Interview with Mary & Paddy, Co-CEOs & Founders: At this stage, we're genuinely excited about your potential fit and believe it's essential for you to spend time with our founders. You'll also have the chance to meet a few members of our team to gain a broader sense of our culture and what it's like to work with us.

Before each interview, we'll prepare you for what to expect, and regardless of the outcome, once you're in our process, we'll provide detailed feedback within 24 hours of an interview. Our process typically takes two weeks, sometimes shorter, or perhaps a bit longer; we'll accommodate your availability and are happy to make any hiring adjustments along the way.

Salary and Benefits

The salary for this part-time role (24 hours per week) is £18,000 - £23,400 annually, depending on experience. This is based on an FTE salary of £30,000 - £39,000.

At blithequark, we offer a range of benefits, including:

• An equity option package so you can benefit from our success.
• A remote-first work environment, allowing you to work from home full-time, with opportunities to spend time with the team at WeWork and monthly in-person socials.
• A £1000 allowance to spend on your home-tech setup, ensuring you have the right tools for the job.
• A £1000 yearly allowance for learning and wellness initiatives of your choosing.
• Private health insurance to ensure your health isn't compromised, allowing you to do your best work.
• An expense card, eliminating out-of-pocket spending for work items and tools that matter.

Working at blithequark

We encourage a balanced way of working. We're a fast-growing startup building something very ambitious, and we expect you to work hard and relish this challenge. However, we also offer flexibility and support your life outside of work so you can bring your best to the table.

At blithequark, we truly value the power of diversity and inclusion. We warmly invite applications from individuals of every gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, and anything else that makes you who you are. Your walk of life, background, and experience bring a unique perspective that matters to us, as it helps us create products that resonate with and serve everyone.

Accessibility Adjustments

We're committed to removing invisible barriers. If there are any adjustments we can make to better support you, please let us know when you apply.

If you're passionate about delivering exceptional customer support and are excited about the opportunity to join a fast-growing startup, we encourage you to apply for this part-time Customer Support Specialist role at blithequark.