Experienced Full Stack Customer Success Specialist – Technical Support & Customer Experience in Home Security Industry with Flexible Hybrid Work Arrangement

About blithequark

At blithequark, we're passionate about revolutionizing the home security industry by providing innovative solutions that give everyone peace of mind in their own homes. As a leader in this field, we prioritize our customers' needs and strive to deliver exceptional experiences through our cutting-edge products and services. Our company culture is built on teamwork, inclusivity, and a commitment to helping our people grow and develop. We believe in fostering a supportive environment where everyone's voice is valued, and we work hard to create flexible remote work options that promote work-life balance.

Why We're Hiring

We're on a mission to ensure everyone feels safe and secure in their own homes, and we need talented individuals like you to join our team. As a Customer Success Specialist, you'll play a vital role in delivering top-notch support to our customers, driving innovation, and gathering insights to inform product development. If you're looking to make a meaningful impact in a company that cares, blithequark is the perfect place for you.

Key Responsibilities

• Deliver Exceptional Support: Provide high-quality phone and chat assistance, resolving customer inquiries quickly to achieve first-call resolution and high customer satisfaction.
• Educate and Empower: Help customers understand their systems by providing clear, actionable troubleshooting guidance and ensuring they're equipped to use our products effectively.
• Drive Innovation: Collaborate with cross-functional teams to identify opportunities for process improvements that enhance the customer experience and drive business growth.
• Gather Insights: Collect and analyze customer feedback to inform product development, service enhancements, and strategic business decisions.
• Stay Informed: Keep up with product updates, industry trends, and emerging technologies to ensure you're providing the best possible support and staying ahead of the curve.

What We're Looking For

Essential Qualifications

• Experience: 2+ years in customer service or technical support, with a proven ability to resolve inquiries effectively and deliver exceptional customer experiences.
• Technical Know-How: Strong understanding of consumer electronics, especially in home security systems, and ability to troubleshoot technical issues.
• Agility and Curiosity: Eager to learn new products and features, with a keen interest in technology and home security, and a willingness to adapt to changing environments.
• People Skills: Approachable, empathetic, and a good listener, with strong oral and written communication skills that allow you to engage comfortably with both individuals and groups.
• Inclusivity and Team Spirit: Ability to contribute to an inclusive environment by respecting differences and fostering curiosity among team members.
• Customer-Centric Attitude: A genuine passion for helping others, backed by knowledge of customer service metrics (NPS, CSAT, QA, oFCR).

Preferred Qualifications

• Industry Experience: 1-2 years of experience in a technology-driven industry that requires troubleshooting skills, such as consumer electronics or home security.

What We Offer

Compensation and Benefits

• Competitive Salary: $20 - $21/hr, with opportunities for growth and advancement.
• Flexible Hybrid Schedule: Enjoy a flexible work arrangement with shift differentials for nights and weekends, allowing you to choose a schedule that works best for you.
• Paid Time Off: Enjoy paid holidays, including Christmas Day, New Year's Day, and Thanksgiving, plus additional floating holidays.
• Health Benefits: Comprehensive medical and dental coverage to keep you and your family healthy, along with an Employee Stock Purchase Plan to help you invest in your future.

Career Growth and Development

• Ongoing Training: Regular training and development opportunities to enhance your skills and advance your career.
• Growth Opportunities: Opportunities to take on new challenges, expand your role, and grow within the company.

Our Values

At blithequark, we're committed to living our values every day. We believe in:

• Customer Obsessed: Building deep empathy for customers and developing strong, long-term relationships with them.
• Aim High: Always challenging ourselves and others to raise the bar and strive for excellence.
• No Ego: A "no job too small" attitude, and an open, inclusive, and humble style.
• One Team: A highly collaborative approach to achieving success and working together towards common goals.
• Lift As We Climb: Investing in developing others and helping others succeed.
• Lean & Nimble: Working with agility and efficiency to experiment in an often-ambiguous environment.

Additional Requirements

Must be eligible for certification as an electronic security employee, which requires submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for use in conducting a national criminal records search and a Virginia criminal history search and final certification approval from DCJS.

How to Apply

If you're passionate about delivering exceptional customer experiences, driving innovation, and growing with a company that cares, we want to hear from you! Please submit your application, and we'll be in touch to discuss this exciting opportunity further.

blithequark is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We are committed to full support of qualified individuals in hiring and employment and will work with qualified individuals with disabilities to assess whether a reasonable accommodation may be provided to perform the essential functions of their role, absent undue hardship.