Experienced Senior Product Support Specialist for Innovative Customer Service Team – Full-Time Remote Opportunity with Competitive Hourly Rate

Introduction to blithequark

At blithequark, we are passionate about delivering exceptional customer experiences through our innovative products and services. As a leader in the private industry, we strive to make a positive impact on our clients' businesses, helping them grow and thrive. Our company values are at the core of everything we do: Client Fixated, Be a Leader, Zero Ego, and Relax. We are committed to fostering a culture that is client-centric, collaborative, and dynamic. If you are a motivated and creative individual who shares our values, we invite you to join our team as a Senior Product Support Specialist.

Job Overview

As a Senior Product Support Specialist at blithequark, you will play a vital role in our customer service team, providing top-notch support to our clients and helping them achieve their goals. You will be responsible for addressing how-to questions, investigating client requests, and working creatively to resolve issues. Your expertise and passion for customer service will enable you to deliver a "human-first" experience, ensuring that our clients receive timely and accurate support through various channels, including chat, email, phone, and our proprietary tools.

Key Responsibilities

• Collaborate with clients to answer how-to questions and investigate issues related to our products and services
• Deliver a "human-first" experience, providing timely and accurate support through various channels
• Become a subject matter expert in blithequark products, both at a technical and client use-case level
• Identify opportunities to help clients maximize their value from blithequark, seeking ways to work smarter and delight clients
• Work with leadership to improve organizational efficiencies, sharing feedback and insights to enhance team performance and drive client value
• Collaborate with cross-functional teams, including Sales, Onboarding, Account Management, and Maintenance, to increase client engagement and contribute to long-term client retention

Essential Qualifications

To succeed in this role, you should have:

• A Bachelor's degree in a relevant field
• At least 2 years of experience providing Software as a Service (SaaS) customer support to businesses, with a proven track record of impacting clients positively
• Demonstrated expertise in supporting online software or SaaS products, with IT experience a plus
• Experience building best practices focused on support quality and efficiencies, possibly as a Subject Matter Expert (SME), Mentor, or Leader
• Ability to adapt to working independently and in ambiguity, while contributing to a strong team environment
• Strong examples of prioritizing high-impact/ high-value work among competing needs or requests
• Familiarity with fundamental web technologies (e.g., HTML, CSS, JSON, and JavaScript)
• Experience navigating and working with multiple support platforms (e.g., Zendesk, Freshdesk, Service Cloud, ServiceNow, LiveAgent, Radio, Salesforce, Twilio, etc.)

Preferred Qualifications

While not required, the following qualifications are preferred:

• Experience working in a fast-paced, dynamic environment with a strong focus on customer satisfaction
• Knowledge of industry trends and emerging technologies
• Certifications or training in customer support, sales, or a related field
• Fluency in multiple languages

Skills and Competencies

To excel in this role, you should possess:

• Client Fixation: a passion for engaging clients and finding solutions to their challenges
• Curiosity: a willingness to ask questions, learn, and grow
• Ownership: a proactive approach to setting high standards and taking responsibility for your work and team performance
• Flexibility: the ability to thrive in a unique environment with changing client needs and priorities
• Communication: excellent verbal and written communication skills, with the ability to clarify complex issues and prioritize tasks effectively

Career Growth and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Senior Product Support Specialist, you will have access to:

• Comprehensive training and onboarding programs
• Ongoing coaching and feedback to enhance your skills and performance
• Opportunities for career advancement and professional growth
• Access to industry conferences, workshops, and webinars
• A culture that encourages innovation, creativity, and experimentation

Work Environment and Company Culture

Our company culture is built on the values of Client Fixated, Be a Leader, Zero Ego, and Relax. We strive to create a work environment that is:

• Collaborative: we work together as a team to achieve common goals
• Dynamic: we are adaptable and responsive to changing client needs and market trends
• Inclusive: we value diversity and promote a culture of respect and empathy
• Fun: we believe in enjoying our work and having a good time while doing it

Compensation, Perks, and Benefits

We offer a competitive hourly rate of $25, as well as a range of benefits, including:

• 401(k) retirement plan
• Comprehensive medical, dental, vision, and parental leave benefits
• Open and transparent culture
• Excellent opportunities for career growth and advancement
• On-site gym at our HQ with local professional trainers
• Bi-weekly free lunch on-site, monthly blithequark credit if you're remote
• Unlimited PTO (with the understanding that collaboration with your manager and team will be essential to ensure appropriate client coverage)
• Many other perks and benefits

Conclusion

If you are a motivated and creative individual who is passionate about delivering exceptional customer experiences, we invite you to join our team at blithequark as a Senior Product Support Specialist. With a competitive hourly rate, comprehensive benefits, and opportunities for career growth and development, this is an exciting opportunity to take your career to the next level. Apply now to become a part of our dynamic and innovative team!