Experienced Customer Support Lead for Innovative Smart Air Products Brand – Delivering Exceptional Customer Experiences and Driving Business Growth

About blithequark

blithequark is revolutionizing the way we experience comfort in our homes with its cutting-edge, high-design, smart air products, including window ACs, desk fans, and air purifiers. As a pioneer in the industry, we're committed to providing our customers with not only innovative products but also an unparalleled level of service and support. Our mission is to make every customer interaction a positive and memorable one, and we're looking for a talented and empathetic Customer Support Lead to join our close-knit, lean team and help us take our customer support to new heights.

The Role: Customer Support Lead

As a Customer Support Lead at blithequark, you will be the face of our brand, responsible for delivering exceptional customer experiences and driving business growth through effective customer support operations. You will be the leader of our customer-facing team, overseeing daily operations, managing and optimizing our customer support portal, and ensuring timely, empathetic, and effective resolution of customer issues. Your positive, resilient, and friendly personality will shine through in every interaction, making our customers feel valued, heard, and supported.

Key Responsibilities:

• Live and breathe our customer support portal (Gorgias) and address inbound customer questions across channels, via chat, email, phone, and more
• Oversee daily customer support operations to ensure timely, empathetic, and effective resolution of issues, and proactively identify potential issues that could impact customer experience
• Analyze top customer pain points and relay key issues and ideas to the co-founders and rest of the team, helping to inform business decisions and drive growth
• Help establish performance goals and ensure team members are equipped with the tools and skills to meet them, providing coaching and support as needed
• Be a team leader and assist other agents with escalations and unique cases, providing guidance and expertise to ensure seamless customer experiences

Special Projects and Initiatives

In addition to your core responsibilities as a Customer Support Lead, you will also have the opportunity to gain holistic business-building and startup experience by working on various projects and initiatives with our co-founders and other directors. These projects may relate to marketing, product development, growth strategies, and more, giving you a unique perspective on the inner workings of our business and the chance to make a meaningful impact.

Essential Qualifications:

• 2+ years of work experience, with prior e-commerce and consumer brand experience a plus
• A self-starter who is team-oriented, but can thrive with a lot of autonomy and without a lot of "hand holding"
• Positive, empathetic, resilient personality with excellent communication and writing skills
• Open, effective communicator with great organizational skills and the ability to prioritize tasks and manage multiple projects simultaneously
• A flexible problem-solver who is both data-driven and can quickly adapt in a changing, fast-paced environment
• Proficiency in Gorgias or similar customer support software, with AI app experience a plus

Preferred Qualifications:

• Experience working in a lean, startup environment with a strong understanding of the importance of agility and adaptability
• Knowledge of customer support best practices and experience with customer support metrics and analytics
• Familiarity with marketing and product development principles, with the ability to provide feedback and insights to inform business decisions
• Experience with project management tools and software, with the ability to prioritize tasks and manage multiple projects simultaneously

Skills and Competencies

To be successful in this role, you will need to possess a unique blend of skills and competencies, including:

• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, team members, and stakeholders
• Strong problem-solving and analytical skills, with the ability to think critically and outside the box to resolve complex customer issues
• Ability to work in a fast-paced environment, with the ability to prioritize tasks and manage multiple projects simultaneously
• Strong organizational and time management skills, with the ability to meet deadlines and achieve performance goals
• Proficiency in customer support software and tools, with the ability to learn and adapt to new technologies and systems

Career Growth and Learning Opportunities

At blithequark, we're committed to helping our team members grow and develop in their careers. As a Customer Support Lead, you will have access to a range of learning and development opportunities, including training and professional development programs, mentorship and coaching, and opportunities to take on new challenges and responsibilities. We're a dynamic and growing company, and we're looking for talented and ambitious individuals who are eager to learn and grow with us.

Work Environment and Company Culture

Our company culture is built on a foundation of transparency, empathy, and respect. We're a close-knit team that values open communication, collaboration, and mutual support. We believe in working hard and playing hard, and we offer a range of perks and benefits to help our team members achieve a healthy work-life balance. These include flexible working hours, remote work options, and a range of social and recreational activities to help you connect with your colleagues and have fun.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including health insurance, retirement savings, and paid time off. We also offer a range of perks and benefits, including flexible working hours, remote work options, and a range of social and recreational activities to help you connect with your colleagues and have fun. We're a dynamic and growing company, and we're looking for talented and ambitious individuals who are eager to join our team and contribute to our mission.

Conclusion

If you're a motivated and empathetic customer support professional who is looking for a new challenge and an opportunity to make a real difference, we want to hear from you. As a Customer Support Lead at blithequark, you will be part of a dynamic and growing team that is passionate about delivering exceptional customer experiences and driving business growth. You will have the opportunity to work on a range of exciting projects and initiatives, and to develop your skills and expertise in a supportive and collaborative environment. So why not apply today and take the first step towards an exciting and rewarding new career with blithequark?