Experienced Full Stack Customer Support Representative – Providing Exceptional Service in a Fast-Paced, Mission-Driven Environment at Blithequark

Join the Team at Blithequark

Blithequark is a dynamic, high-growth company revolutionizing the property management industry with innovative solutions. We're on a mission to help small businesses simplify growth and streamline operations, and we're looking for a talented Customer Support Representative to join our team. As a Customer Support Rep at Blithequark, you'll play a critical role in delivering exceptional customer experiences, providing support, and driving customer satisfaction.

About Blithequark

Blithequark was founded with a vision to transform the property management industry through cutting-edge technology. Our journey began with a lead generation business, which eventually led to the development of an industry-specific CRM that became the de-facto standard. Today, we're a rapidly growing company with a passion for innovation and customer obsession. Our team is built on a foundation of A-players who embody emotional maturity, own the outcome, and strive for excellence.

Job Summary

We're seeking a highly skilled and motivated Customer Support Representative to join our team in Central and South America. As a Customer Support Rep, you'll be responsible for providing top-notch support to our customers, addressing their questions, and resolving issues in a timely and professional manner. You'll work closely with our engineering team to track and surface customer requests and feedback, evaluate client tickets, and delegate tasks to applicable teams.

Key Responsibilities:

• Track and surface customer requests and feedback to the engineering team to complete requests
• Evaluate client tickets and delegate tasks to applicable internal departments
• Maintain a high degree of customer satisfaction measured by promoter scores, response time, and ticket ratings
• Provide consolidated client feedback and recommend service and product enhancements to improve sales potential and customer satisfaction
• Maintain educational resources, including training documentation, training courses, and videos
• Facilitate video/phone calls with clients and participate in weekly team meetings
• Meet or exceed CSAT score, response time, and ticket rating goals set on a quarterly basis
• Develop skills necessary to manage future client implementation projects and build custom solutions based on customer needs

Expectations for Your First 90 Days:

We expect our new Customer Support Representatives to hit the ground running and make significant contributions from day one. Here are some key expectations for your first 90 days:

• Confidence in handling customer issues independently by 90 days, with 75% of tickets handled autonomously
• Respond to customer inquiries and own the outcome, with a focus on delivering exceptional customer experiences
• Equal contributor of workload responsibilities, with a focus on teamwork and collaboration
• Update or write at least one help article per month
• Maintain a high CSAT score of 94.0%

Requirements and Qualifications:

To succeed as a Customer Support Representative at Blithequark, you'll need:

Essential Qualifications:

• 0+ years of experience in customer support or a related field
• B2B SaaS experience (preferred)
• Excellent communication and problem-solving skills
• Ability to learn new technology quickly and adapt to changing environments
• Strong analytical and critical thinking skills
• Emotional maturity and a positive, can-do attitude

Preferred Qualifications:

• Experience working in a fast-paced, high-growth environment
• Knowledge of CRM systems and property management industry
• Certifications in customer support or a related field

What We Offer:

At Blithequark, we're committed to creating a work environment that's fun, outcome-driven, and supportive. Here are some of the perks and benefits we offer:

• Company holidays
• Paid time off (in addition to company holidays)
• Monthly healthcare allowance
• Yearly vacation allowance
• Location independence (work from anywhere)
• Opportunities for career growth and professional development
• Competitive compensation and benefits package

Location Requirements:

Due to our core business hours, applicants must be located between -8 GMT to +2 GMT (Americas, Africa, and Western Europe). We're not accepting applications in California, Colorado, or New York at this time.

Our Interview Process:

Our interview process is designed to be thorough and efficient. Here's what you can expect:

• Fill out the application
• Introduction call with People Operations (15 minutes)
• Offline work sample test (up to 60 minutes)
• Interview with Hiring Manager (60 – 90 minutes)
• Possible panel interview (up to 60 minutes)
• Offer call (15 minutes)
• Written offer

Conclusion:

If you're a motivated and customer-focused individual looking for a new challenge, we encourage you to apply for this exciting opportunity at Blithequark. As a Customer Support Representative, you'll play a critical role in delivering exceptional customer experiences and driving customer satisfaction. We offer a competitive compensation and benefits package, opportunities for career growth and professional development, and a fun and supportive work environment. Don't miss out on this chance to join our team and make a real impact!