Experienced Full Stack Customer Support Advocate – Web & Cloud Application Development
Are you a customer support rockstar with a passion for delivering exceptional experiences? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we want to hear from you! As a Staff Customer Support Advocate at blithequark, you'll be at the forefront of championing customer experiences while providing valuable insights that shape our support operations.
About blithequark
At blithequark, we're a bold and innovative company that's pushing the boundaries of what's possible in the world of short-term rentals. Our cutting-edge software allows Airbnb properties to rent themselves, providing a seamless and hassle-free experience for both hosts and guests. We're a remote-only and fully distributed company, hiring based on time zones, not countries. Our team is diverse, passionate, and dedicated to delivering exceptional results.
The Role
As a Staff Customer Support Advocate, you'll be responsible for providing expert frontline customer support, handling complex cases, and serving as an example of customer service excellence. You'll spend around 60-70% of your time in the queue, supporting our customers via email, live chat, and troubleshooting calls as needed. The remaining 30-40% of your time will be dedicated to leading strategic projects that impact the overall customer experience, such as improving customer-facing documentation, training our AI solution, or creating training materials for our team.
Key Responsibilities
• Provide expert frontline customer support, handling complex cases and serving as an example of customer service excellence.
- Investigate and troubleshoot challenging user issues with advanced technical knowledge.
- Answer questions throughout the entire user journey via live chat, email, and Zoom calls.
- Lead strategic projects that drive significant organizational impact.
- Work alongside one of our awesome Customer Support Advocates, Cameron, whose favorite fruit is apricot.
- Serve as a Product Expert, providing insights and advice to Product Managers and other stakeholders.
- Create comprehensive educational content (videos, documentation, quizzes) for customers and internally.
Schedule and Time Zone
For this position, we're aiming to service customers across North American time zones (PST/CST/MST/EST | GMT -8 to -5). The role will be reporting Sunday through Thursday. We're looking for someone in a North American time zone (for example, based anywhere in the USA).
Requirements
• Significant (7+ years) experience in customer-facing roles, especially in SaaS.
- Excellence (and a genuine fun!) in frontline customer support with consistent high performance.
- Advanced troubleshooting abilities for complex technical issues.
- Experience balancing daily support responsibilities with strategic initiatives.
- Proven ability to take ownership of strategic initiatives that improve the team and customer experience, such as optimizing workflows, enhancing support processes, or improving documentation.
- Experience mentoring team members and driving knowledge sharing, for example, by running product trainings, shadowing sessions, peer reviews, or onboarding sessions.
- Very special kudos if you are an Airbnb host or have been working with a short-term rental business.
Benefits
At blithequark, we're committed to creating an environment where our team members love to work. Here are some of the benefits you can expect:
- A supportive and caring team environment, where you are trusted, not managed.
- The gross salary for US employees could be anywhere between $81,787.68 to $102,521.90.
- We also offer an extra incentive into our equity with RSUs through our $HOST token (not tied to location or status).
- Up to 35 paid days off per year is encouraged (including self-serve public holidays), as well as sick leave and parental leave when needed.
- For US employees: healthcare (including EPO, PPO, and HSA), 401(k).
- Mental-health and emotional support with therapists on call through Slack.
Why Join blithequark?
At blithequark, we're not just building software – we're building a community. We're passionate about delivering exceptional customer experiences and creating a workplace where our team members feel valued, supported, and empowered to grow. If you're looking for a challenging and rewarding role that will push you to new heights, we want to hear from you!
How to Apply
Ready to join our team and make a real impact? Click the link below to apply for the Staff Customer Support Advocate role: Apply to this job Apply for this job