Experienced Customer Support Executive – Americas (100% Remote) for a Dynamic and Autonomous Team at blithequark

About blithequark

blithequark is a bootstrapped, profitable, 100% remote team of thoughtful individuals who value autonomy and impact. Since 2013, we’ve been building a CRM that focuses on better communication, without the hassle of manual data entry or complex UI. Our goal is to double the productivity of every sales rep. We are passionate about empowering small scaling businesses to achieve their full potential. With a strong foundation in the SaaS + CRM landscape, we are committed to delivering exceptional customer experiences that drive success.

Introduction to the Role

We are seeking an experienced Customer Support Executive to join our team and help us provide an excellent service experience for our customers. As a Customer Support Executive at blithequark, you will be responsible for answering customer questions, resolving technical problems, and delivering customer experiences that represent our support philosophy. This role requires a high level of independence and immediate responsibility, with a focus on our support ticket queue, leading individual projects, and collaborating with our team to drive customer success.

Key Responsibilities

• Respond to customer support tickets via email and occasionally take support calls during American business hours (ET, CT, MT, or PT)
• Become a blithequark product expert - gain a deep understanding of our product features, integrations, and capabilities
• Escalate issues to senior support staff and engineering as needed
• Prevent and detect fraud - conduct systematic and periodic reviews of new user sign ups to confirm that they’re enthusiastic blithequark customers and not malicious or fraudulent users
• Review and facilitate any billing changes, updates, refunds, or credits
• Identify bugs in the system and outline them for our engineering team to resolve
• Coordinate with our Customer Success team to provide extra support to large customers
• Maintain help center documentation and create content for new and updated features

Essential Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• Physically based in an ET, CT, MT, or PT time zone
• Highly proficient in the English language - written and verbal
• Experience working with remote teams from around the world
• At least 2 years of experience working in a customer-facing support role at a technology company
• Knowledge of the SaaS + CRM landscape

Preferred Qualifications

The following preferred qualifications will make you a stronger candidate for this role:

• Bonus points if you have more technical or coding experience - familiarity with VoIP, email, network management, APIs, etc.
• Experience with tools such as Help Scout, Sift, Stripe, Twilio, Plivo, Guru, and Asana

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Excellent communication and problem-solving skills
• Ability to work independently and manage your time effectively
• Strong technical skills and ability to learn new technologies quickly
• Ability to collaborate with a remote team and communicate effectively in an asynchronous environment
• Strong attention to detail and ability to identify and resolve complex technical issues

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Customer Support Executive, you will have the opportunity to:

• Develop your technical skills and knowledge of the SaaS + CRM landscape
• Take on additional responsibilities and lead individual projects
• Collaborate with our team to drive customer success and identify areas for improvement
• Participate in regular training and professional development opportunities

Work Environment and Company Culture

At blithequark, we value autonomy, impact, and transparency. Our team is small, collaborative, and fast-paced, and we rely on our team members to manage their time effectively, communicate thoughtfully, and produce high-quality work. We offer a range of benefits, including:

• 100% remote work environment
• 5 weeks PTO + Winter Holiday Break with 2 additional PTO days for every year you're with the company
• 1 month paid sabbatical every 5 years
• Paid parental leave
• Medical, Dental, Vision with HSA option (US residents)
• 401k matching at 6% (US residents)
• Dependent care FSA (US residents)

Compensation, Perks, and Benefits

We offer a competitive compensation package and a range of perks and benefits to support the well-being and success of our team members. These include:

• A competitive salary and bonus structure
• A range of benefits, including medical, dental, and vision insurance
• A 401k matching program and dependent care FSA
• A generous PTO policy and paid sabbatical
• Opportunities for professional development and growth

Conclusion

If you are a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. At blithequark, we are committed to delivering exceptional customer experiences and driving success for our customers. We value autonomy, impact, and transparency, and we offer a range of benefits and perks to support the well-being and success of our team members. Don't miss out on this opportunity to join our dynamic and autonomous team and take your career to the next level.

How to Apply

To apply for this role, please submit your application through our website. We ask that you refrain from relying on AI tools when completing your application, as we want to get to know you, your experience, and your communication style. All responses will be read closely by multiple humans, and any obviously AI-generated applications will be disregarded.