Experienced Customer Support Advocate for Global SaaS Scale-Up – Providing Exceptional Client Experiences and Driving Business Growth

Welcome to blithequark

At blithequark, we're revolutionizing the way businesses operate by empowering them to get paid faster and run smarter. Founded in 2013, our platform has become the go-to solution for over 7,000 accounting and professional services businesses globally, facilitating more than 1.5 million client engagements and over 8 million payment transactions to date. Our mission is to automate and optimize proposals, client agreements, billing, and payment collection, putting an end to late payments, unbilled work, and mundane repetitive admin tasks.

As a global SaaS scale-up company, we're committed to fostering a collaborative, open, and transparent culture where our team members can thrive. With teams in Australia, Canada, New Zealand, the Philippines, the US, and the UK, we're proud to have a diverse and talented group of individuals who share our values and are passionate about making a difference. Our values are at the heart of everything we do: we're better every day, we work without ego, we're smarter together, and we hero our customers.

About the Role

We're looking for an exceptional Customer Support Advocate to join our team on an 18-month fixed-term contract. As the first point of contact for our clients, you'll own customer communications from initial request through to resolution, providing top-notch support and ensuring our customers have an outstanding experience with our platform. You'll also play a key role in scaling our support function, maintaining knowledge base resources, improving processes, and collaborating closely with teams across the business.

Your day-to-day will be exciting and varied, with a focus on delivering exceptional customer experiences. You'll work primarily between 2:00 PM – 10:00 PM PH Time, Tuesday through Saturday, with some flexibility to adjust your hours to support urgent requests or provide coverage when other team members are on leave.

Key Responsibilities

• Become a product expert in all areas of our platform, developing a deep understanding of how it works and what it's capable of.
• Own customer communications and issues from initial contact until resolution, using tools like Intercom and phone support to deliver exceptional service.
• Collect customer feedback and influence the direction of our product, ensuring our customers' voices are heard and their needs are met.
• Identify issues and engage with our development team to escalate bugs, solve problems, or obtain missing information, driving continuous improvement and growth.
• Develop and improve processes to scale our support function with the growing business, ensuring we're always delivering exceptional customer experiences.
• Create and maintain both internal and customer-facing documentation, such as knowledge base articles, to help our customers get the most out of our platform.
• Work closely with our Key Account Managers, Retention and Implementation, and Marketing teams to ensure a seamless customer experience and drive business growth.

Qualifications and Skills

To succeed in this role, you'll need:

• Previous experience in a customer support role, with a proven track record of delivering exceptional customer experiences.
• Proficiency with various computer software systems, such as Zapier, Slack, Zoom, Loom, Client Success, Google Work, Atlassian, and Intercom.
• Excellent written and oral communication skills, with the ability to create professional documents and give presentations to interested clients.
• Good time management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Ability to listen to concerns and handle criticism without taking it personally, with a focus on continuous improvement and growth.
• A strong team ethic, with the ability to work autonomously and collaboratively as part of a global team.

Who You Are

• You have a high attention to detail and a passion for delivering exceptional customer experiences.
• You're a team player who thrives in a collaborative environment and is always willing to lend a hand.
• You have terrific communication skills, both written and verbal, and are able to articulate complex ideas in a clear and concise manner.
• You're systems and process-driven, with a focus on continuous improvement and growth.
• You're happy to be flexible when things don't go to plan and are able to adapt to changing circumstances.
• You're an organizer at heart, with a passion for streamlining processes and improving efficiency.

Career Growth and Learning Benefits

At blithequark, we're committed to helping our team members grow and develop their careers. You'll have access to a range of learning and development opportunities, including:

• Annual education allowance to support your professional growth and development.
• Quarterly wellness allowance to spend on your wellness and what this means to you.
• Paid subscription to Headspace, EAP & Wellbeing Platform to support your mental health and wellbeing.
• Flexible working arrangements, including work-from-home options and mobile allowance, to help you achieve a better work-life balance.

Work Environment and Company Culture

Our company culture is built on our values of being better every day, working without ego, being smarter together, and heroing our customers. We're a collaborative, open, and transparent organization that values diversity and inclusion. You'll be part of a global team that's passionate about making a difference and is committed to delivering exceptional customer experiences.

Compensation, Perks, and Benefits

We offer a competitive salary and employee stock options from day one, as well as a range of perks and benefits, including:

• 20 days accrued annual leave/vacation, along with 10 days of wellbeing days to take care of yourself and/or loved ones.
• Health/Dental/Vision benefits from day one.
• Employee recognition program to recognize and reward your achievements.
• Entitlement to night shift differential.
• An extra paid day off to celebrate your birthday, alongside volunteering leaves.
• Monthly virtual social events to connect with your colleagues and have fun.

Conclusion

If you're passionate about delivering exceptional customer experiences and are looking for a new challenge, we'd love to hear from you. Please consider applying, even if you don’t tick all the boxes – we're committed to adding diverse perspectives to our teams and encourage everyone to apply if interested. At blithequark, we're an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.