Experienced Live Chat Representative – Ecommerce Loyalty Program Support and Customer Success Specialist

Welcome to blithequark

At blithequark, we don’t just build loyalty programs - we create growth engines for ecommerce merchants. In a world of beeps and clicks, blithequark reminds us there is a human on the other side of every screen. With over 100,000 merchants worldwide, we’re already the largest loyalty program provider on the planet. But we’re just getting started. Our team is globally distributed but closely connected, and we strive to make people happy - from the merchant to their consumer, to our team.

About Our Culture

Collaboration isn’t just a buzzword here; it’s our way of doing business. If you’re looking to be part of a culture where growth for customers, the company, and for you - is the goal, you’re in the right place. We talk about our career & personal goals and lean into the diversity within our people for mentorship, tools, and encouragement to grow. We've been recognized as a "Best Place to Work" and look forward to expanding this on a global scale.

About the Role

As part of the Merchant Success team, the Live Chat Representative is the first point of contact for both prospective and tenured merchants running their loyalty programs with blithequark. You will be expected to quickly handle a high volume of conversations, triaging those conversations to determine if you can help yourself, or if you need to smoothly escalate the conversation to another blithequark support team. This is a full-time remote role (Monday -Friday, 5am-1pm EST +/- 1hr), and we compensate for review generation, with a base pay of $57,000 CAD plus on target earnings $8,640 CAD for meeting individual review targets.

Key Responsibilities

• Be the first point of contact for both current and prospective blithequark merchants, handling both concurrent and a high volume of conversations with accuracy.
• Help prospective merchants articulate the value of blithequark.
• Enable product adoption by facilitating trial access and demonstrating the app’s capabilities.
• Guide merchants through configuration and identify and resolve minor issues.
• Ability to delegate escalations effectively through setting expectations and providing concise internal communication.
• Build trust, empathize, and delight merchants by setting the standard for what exceptional support looks like.
• Contribute to our product feedback process.

What You’ll Help Us Achieve

• 5-star Shopify app store generation, meeting or exceeding individual target quota.
• A team Customer Satisfaction (CSAT) score of 90% or better.
• Internal efficiency, acting as a ‘gatekeeper’ to avoid reassignments to inaccurate teams.
• Clean internal conversation flow that fosters a positive merchant experience and sentiment.

Requirements and Skills

To be successful in this role, you should have:

• Based in/able to work 5am-1pm EST (+/- an hour) Monday to Friday.
• An expressive personality with a high level of empathy.
• Competency in a digital environment, with experience using tools like Notion, Slack, Google Sheets, Metabase, etc.
• Knowledge of the e-commerce industry/desire to learn and keep up with industry trends.
• Ability to multitask and handle a high volume of conversations in a fast-paced environment.
• Team-oriented mindset.
• Able to operate independently in a remote environment while maintaining focus.

Bonus Skills

If you have the following skills, it’s a bonus:

• 2+ years customer service/support/success experience.
• Experience with Intercom and/or working in a similar role in a prior job.
• Experience working remotely.
• E-commerce experience, whether that be working in the industry, or running your own store.
• Entrepreneurial instincts, such as running your own side hustle.
• Working knowledge of HTML/CSS/JS (or any coding language) and using web inspector.

Career Growth and Learning Benefits

At blithequark, we’re committed to helping you grow and develop in your career. You’ll have access to mentorship, training, and opportunities to learn new skills and take on new challenges. We believe in promoting from within and providing opportunities for advancement, so you can grow and develop with our company.

Work Environment and Company Culture

Our company culture is built on collaboration, empathy, and a passion for helping merchants grow through loyalty and reward. We value diversity, and we’re proud to be an inclusive, equal-opportunity workplace. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including a base pay of $57,000 CAD plus on target earnings $8,640 CAD for meeting individual review targets. We also offer a range of perks and benefits, including remote work options, flexible hours, and opportunities for professional development and growth.

Conclusion

If you’re passionate about ecommerce and helping merchants grow through loyalty and reward, we want to hear from you. Don’t let self-doubt or imposter syndrome hold you back - we believe in you and your abilities. Apply today to join our team and start your journey with blithequark. We can’t wait to meet you!