Experienced Customer Support Associate – Delivering Exceptional Service in a Dynamic SaaS Environment

Are you a passionate and results-driven individual with a knack for solving problems and a flair for communication? Do you thrive in fast-paced environments where no two days are ever the same? If so, we invite you to join our dynamic team at blithequark as an Experienced Customer Support Associate. At blithequark, we pride ourselves on being one of the most highly praised customer support teams in the industry. Our team is the backbone of our success, and we're looking for talented individuals who share our passion for delivering exceptional service and making a real difference in the lives of our customers.

About blithequark

blithequark is a rapidly growing SaaS company that simplifies and elevates modern working and living in residential communities with inspired solutions, pioneering technology, and dedicated service. We're a preferred PropTech solution for condo/co-op and luxury multifamily buildings, serving 6,000+ properties and a growing customer base of nearly two million residents across the globe. Our mission is to become a vital solution for all property management teams by expanding our products and extending our reach.

Our Culture

At blithequark, our core values serve as the bedrock of our culture, defining who we are and what we stand for as a company. We believe in:

• Being Bold: Thinking beyond what's obvious and acting with confidence and courage to bring our vision to life.
• Strength in Unity: Recognizing that we are strongest when we seek to understand and care for each other first, initiate collaboration to overcome adversity and achieve goals together.
• Operating with Integrity: Doing the right thing, even when it isn’t easy (and especially when nobody is watching).
• Being Intentional: Asking the tough questions, making difficult decisions, and connecting it all back to our 'why'.
• Embracing a Culture of Learning: Consistently analyzing what we learn to make things better.

Key Responsibilities

As an Experienced Customer Support Associate at blithequark, you will be responsible for:

• Taking ownership of customer issues and questions from inquiry to resolution.
• Prioritizing and responding to support tickets, phone calls, emails, and internal messages in a timely manner.
• Approaching each customer interaction with a high sense of urgency, coupled with immense care, empathy, patience, and professionalism.
• Using excellent judgment to troubleshoot customer issues, identify paths forward, and clearly communicate solutions and how-to's.
• Escalating complex technical bugs for investigation, and updating customers on developments and fixes throughout the process.
• Taking a proactive approach to individual learning.
• Collaborating closely and professionally among your team and across all functional teams (Development, Product Management, and Sales) to ensure customer requests are handled in a timely manner.

Requirements

We're looking for candidates who possess:

• 1-3 years of experience providing Technical Customer Service, SaaS Customer Support, or Customer Support over the phone.
• Exceptional written and verbal communication skills in English is a requirement for this role. Additionally, fluency in Spanish and/or French is a plus!
• Experience with support and communication platforms, including Freshdesk, Connectwise, LogMeIn, Microsoft Office Suite (Excel, Outlook, Word), Salesforce, Slack, and Jira, nice to have but not required.
• Patient and comfortable engaging with diverse clientele with varying levels of computer skills and technical knowledge.
• Previous experience with a customer support ticketing system is nice to have but not required; Freshdesk is our current ticketing platform.
• Comfortable working in a remote environment.
• A natural client services mentality; the consistent ability to keep the needs of the client at the forefront of your actions.
• B2B experience within a start-up environment helpful but not required.

Benefits

At blithequark, we offer a comprehensive benefits package that includes:

• Annual base salary: $51,000 + $4k annual bonus
• Remote First, Flexible PTO, Birthday Holiday, Summer Fridays, Paid Parental Leave, Bereavement Leave
• Medical, Dental, & Vision benefits, Company sponsored HRA, Gym Reimbursement, Healthcare Concierge Service
• 401k with 4% matching
• Company Events, Holiday Parties, Friendly Office Competitions
• Professional Development Opportunities

Why Join blithequark?

We believe in providing a safe, inclusive, and professional work environment that offers qualities we hold dear: autonomy, flexibility, career growth, promotion, and ongoing performance recognition. We value the uniqueness of every individual and want our people to bring their authentic selves to work. Most importantly, we put employee well-being and happiness above all else.

Equal Opportunity Employer

blithequark is an equal opportunity employer to all persons regardless of age, color, national origin, citizenship status, disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, veteran status, or any other protected class by federal, state or local law.

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We can't wait to hear from you! Apply for this job