Experienced Full Stack Customer Service Technical Support Representative – Crafting a World-Class Member Experience

Are you passionate about delivering exceptional customer service and technical support? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join our world-class Member Care Representative team at blithequark, a leading innovator in crafting and making.

About blithequark

At blithequark, we believe that everyone is born creative, and we're dedicated to empowering individuals to unleash their imagination and bring their ideas to life. Our cutting-edge smart cutting machines, easy-to-use app, and ever-growing collection of materials make it possible for anyone to design and personalize almost anything – from custom cards to unique apparel, everyday items, and so much more. We're a diverse tapestry of thinkers, dreamers, givers, DIYers, handi-workers, artisans, and forever and always architects of things.

Our Culture

We're a community that celebrates the exhilarating act of making every single day. We believe in the power of handmade and strive to make it accessible to all. Our team is passionate about delivering exceptional service, and we're committed to creating an inclusive environment where everyone feels valued and empowered to grow.

The Role

As an Experienced Full Stack Customer Service Technical Support Representative, you'll be the face of blithequark, providing world-class support to our members through various channels, including voice, email, and chat. You'll be responsible for resolving technical issues, answering product-related questions, and providing creative solutions to each unique customer situation. Your exceptional communication skills, patience, and ability to empathize with customers will make all the difference in delivering an unparalleled member experience.

Key Responsibilities

* Provide technical support to members via phone, email, and chat, resolving issues related to blithequark products, software, and services

• Document and escalate complex support issues to internal and external teams as required
• Maintain accurate records of technical support incidents and associated data
• Manage individual work to achieve exceptional member satisfaction and meet performance standards
• Engage members by offering education on additional products or services to enhance the customer experience
• Provide how-to information and knowledge to members using blithequark products
• Demonstrate proficiency with all blithequark products through on-the-job training
• Effectively communicate and simplify technical terms for members while troubleshooting products of a creative, technical, or mechanical nature

Requirements

* 1+ years of experience in a high-touch, face-to-face customer service role, call/contact center, or customer service representative with technical support or troubleshooting as a primary function

• Intermediate knowledge of Windows and Mac operating systems, with above-average provable experience troubleshooting hardware and software issues
• Intermediate troubleshooting capability for iOS and Android phones or tablets, with above-average provable experience troubleshooting hardware and software issues
• Ability to accurately type 40+ wpm
• Competent diagnosing basic to intermediate technical issues involving software applications and interfaces
• Provable experience resolving customer-related issues, inbound and/or outbound inquiries, returns, and diffusing escalated issues
• Sound interpersonal skills and a commitment to providing accurate information to members regarding blithequark's products and services
• Ability to navigate difficult conversations and de-escalate tense interactions with professionalism and empathy
• Upper-Intermediate or Advanced spoken and written English (USA) at a native or professional level (at least a B2 (Upper Intermediate) or C1 (Advanced))

Preferred Qualifications

* Multi-lingual candidates with proficiency in English and French, Spanish, or Portuguese

• Experience using blithequark products
• A passion for any type of crafting

What We Offer

* Competitive Medical, Dental, and Vision coverage

• 401(k) match
• Generous PTO
• Yearly lifestyle stipend to support your wellness and passions
• Exclusive employee discounts
• Opportunity to work with a talented and creative team
• A dynamic and inclusive work environment

What We're Looking For

* A-players who consistently exceed expectations

• Individuals who thrive in dynamic environments and find joy in turning challenges into momentum
• People who have a bias for urgency, set high standards, and take ownership of their work
• Collaborators who elevate the people around them, communicate clearly, and give thoughtful feedback
• Low-ego, high-output individuals who prioritize well and manage their time wisely

Relocation Statement

This position is NOT eligible for relocation assistance.

What to Do Next

If you're ready to join our team and make a difference in the lives of our members, please attach your resume, cover letter, and/or include links to your portfolio or other social presence. We're an equal opportunity employer, and we celebrate diversity and inclusivity. This position is contingent on successfully completing a Criminal Background Check upon hire. We participate in E-Verify.

Apply Now

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