Experienced Staff Customer Support Advocate for Innovative Software Solutions – Remote Opportunity with blithequark

Introduction to blithequark

At blithequark, we are revolutionizing the way Airbnbs operate by providing state-of-the-art software solutions that enable seamless self-rental experiences. Our bold approach to innovation, emphasis on teamwork, and passion for taking on big challenges have positioned us as a leader in our industry. We believe that diversity is the backbone of success and actively seek candidates from a wide range of backgrounds, cultures, and experiences to join our dynamic team.

Our commitment to excellence extends beyond our products to our company culture, where we foster an environment of trust, support, and continuous learning. We encourage you to explore our Applicant Handbook, which offers a deeper dive into our values, recruitment process, and what it means to be part of the blithequark family: https://bit.ly/hsptblhndbk. Additionally, you can gain insight into our transparent approach by attending one of our public Town Halls: https://bit.ly/hptwn.

About the Role

As a Staff Customer Support Advocate at blithequark, you will play a pivotal role in championing exceptional customer experiences. Your expertise will not only provide valuable insights that shape our support operations but also contribute to the continuous improvement of our customer-facing services. This role is uniquely positioned to make a significant impact on our customers and our internal processes, making it an exciting opportunity for someone who is passionate about customer service and operational excellence.

Key Responsibilities

• Provide expert frontline customer support, handling complex cases and serving as a model of customer service excellence.
• Investigate and troubleshoot challenging user issues with advanced technical knowledge, ensuring timely and effective resolutions.
• Answer questions throughout the entire user journey via live chat, email, and Zoom calls, ensuring a seamless customer experience.
• Lead strategic projects that drive significant organizational impact, working closely with our team to improve customer-facing documentation, train our AI solution, or create comprehensive training materials.
• Serve as a Product Expert, providing insights and advice to Product Managers and other stakeholders to enhance our product offerings and customer experience.
• Create educational content (videos, documentation, quizzes) for both customers and internal teams, promoting knowledge sharing and excellence in customer support.

Schedule and Requirements

This role is designed to service customers across North American time zones (PST/CST/MST/EST | GMT -8 to -5) and will operate on a Monday through Friday schedule. We are looking for candidates based in North American time zones who can bring their expertise and passion for customer support to our team.

While we have outlined specific qualifications, we encourage applications from individuals who may not meet every criterion but are eager to grow and contribute to our mission. Key qualifications include:

• Significant (7+ years) experience in customer-facing roles, especially in SaaS, with a proven track record of excellence in frontline customer support.
• Advanced troubleshooting abilities for complex technical issues, with the capacity to balance daily support responsibilities with strategic initiatives.
• Proven ability to take ownership of strategic initiatives that improve team and customer experience, such as optimizing workflows, enhancing support processes, or improving documentation.
• Experience mentoring team members and driving knowledge sharing, for example, through product trainings, shadowing sessions, peer reviews, or onboarding sessions.

Special consideration will be given to candidates who are Airbnb hosts or have experience working with short-term rental businesses, as their insights could significantly enhance our product and customer support services.

Career Growth and Learning Benefits

At blithequark, we believe in the continuous growth and development of our team members. As part of our team, you will have access to:

• Opportunities to lead strategic projects that impact the overall customer experience, enhancing your project management and leadership skills.
• Comprehensive training and support to ensure your success in the role, including product knowledge and technical skills development.
• A collaborative and supportive team environment that fosters knowledge sharing, feedback, and mutual growth.

Work Environment and Company Culture

blithequark is a remote-only and fully distributed company, offering the flexibility to work from anywhere within your time zone. We prioritize building a supportive and caring team environment where trust, autonomy, and open communication are core values. Our culture is built on the principles of hospitality, innovation, and teamwork, making blithequark an exciting and rewarding place to work.

Compensation, Perks, and Benefits

We offer a competitive compensation package that includes a gross salary range of $81,787.68 to $102,521.90 for US employees, along with an extra incentive through our equity with RSUs. Additional benefits include:

• Up to 35 paid days off per year, including self-serve public holidays, sick leave, and parental leave when needed.
• Healthcare benefits (including EPO, PPO, and HSA) and 401(k) for US employees.
• Mental health and emotional support with therapists on call through Slack.

Conclusion

If you are a motivated and experienced customer support professional looking for a challenging and rewarding role that offers the opportunity to make a real impact, we encourage you to apply for the Staff Customer Support Advocate position at blithequark. Join our dynamic team and be part of a company that is revolutionizing the short-term rental industry through innovative software solutions and exceptional customer experiences.

Apply now and take the first step towards an exciting career with blithequark, where your passion for customer support, your technical expertise, and your commitment to excellence can thrive in a remote, flexible, and supportive work environment.