Experienced Customer Experience Associate (ET Hours) – Remote Support and Product Feedback

Are you passionate about delivering exceptional customer experiences and passionate about empowering self-employed individuals to thrive in their businesses? Do you have a knack for problem-solving, empathy, and effective communication? If so, we're excited to introduce you to this unique opportunity to join the Customer Experience team at blithequark, a rapidly growing fintech company revolutionizing the way self-employed professionals manage their finances.

About blithequark

At blithequark, we're on a mission to provide self-employed individuals with the security and peace of mind that has historically only been possible at big corporations. Our innovative business bank account automates taxes and expense tracking, allowing our customers to focus on what they love – their businesses. With a rapidly growing community of 60 million self-employed Americans, we're committed to building a safety net that supports their financial well-being.

About this role

As a Customer Experience Associate at blithequark, you'll be part of a dynamic team that directly supports our customers at every stage of their journey. From onboarding to successfully running their business with our tools and resources, our team is dedicated to providing exceptional support and ensuring that our customers feel heard and valued. As a key member of our team, you'll have a direct impact on how we build our team and how blithequark builds its product.

Recent team accomplishments

Our team has achieved some impressive milestones, including:

• Launching company-wide shadowing to bring everyone at blithequark closer to our customers
• Adding AI operations tasks to the team's responsibilities, ensuring that automation and AI services sound like blithequark
• Collaborating with product, design, and engineering teams to address frequent customer pain points and make positive changes for all of our users

Day-to-day responsibilities

As a Customer Experience Associate, you'll:

• Support our customers via phone, chat, and email channels during blithequark's support business hours (Monday through Friday, 9am to 5pm ET)
• Maintain our customer-facing Help Center alongside your teammates, creating and improving articles to ensure our customers have all the information they need before contacting support
• Represent the Voice of Customer to our product, engineering, design, and business teams, ensuring their needs are top of mind as blithequark continues to grow
• Identify gaps in our internal processes on the CX team and help develop and implement improvements
• Communicate trends in customer feedback and support interactions to the rest of the company, including product, design, and engineering

To thrive in this role, you'll need:

* 2+ years of experience providing outstanding customer support in a tech or startup environment

• Experience with common customer experience platforms (e.g., Zendesk, Salesforce, Intercom, etc.)
• An aptitude for working with customers over the phone and keeping conversations productive
• Comfort working remotely and experience working with distributed teams across different time zones
• Excellent written and verbal communication skills, with a focus on empathy and problem-solving
• An interest in identifying patterns in customer conversations and bringing constructive feedback to product and/or engineering teams

Nice to have:

* First-hand experience as a freelancer, gig worker, side-hustler, or any other kind of self-employment

• A basic understanding of banking, personal finance, and/or taxes

Compensation and benefits

The anticipated salary range for this role is $30 - $33 per hour. Our competitive base salary is just a piece of blithequark's total compensation package. We offer a generous benefits package, including:

• 401K, FSA, and Commuter Benefits
• Paid parental leave (16 weeks of flexible parental leave)
• Health benefits (comprehensive medical, dental, and vision benefits)
• Work anywhere (fully remote working options)
• Meaningful equity (industry-competitive equity to all employees)
• Flexible vacation policy (vacations, appointments, mental health days)

About you

We're a team that comes from a variety of backgrounds and experiences, and we firmly believe that diversity, equity, and inclusion are crucial to our success. As we grow, we're searching for passionate and motivated team members who are excited to bring their skill set to the team and are ready to learn from others. If you're looking for a role where you'll have the opportunity to make a meaningful contribution and great impact, we'd love to hear from you!

How to apply

Ready to join our team and make a difference in the lives of self-employed individuals? Apply now and become a part of blithequark's mission to revolutionize the way self-employed professionals manage their finances. Apply to this job Apply for this job