Experienced Full Stack Customer Support Specialist – Exceptional User Experience & Technical Troubleshooting

Join the Mission-Driven Team at blithequark

blithequark is on a mission to empower individuals to realize their potential by enhancing access to career services for people of all ages. Our innovative All-In-One Virtual Career Center is utilized by a diverse range of institutions, including top universities and colleges, to significantly improve career service utilization, readiness, and student outcomes. We are a dynamic, mission-driven team operating in a collaborative culture that prioritizes people first. With a physical office in Cambridge, MA, we function as a fully remote organization, promoting flexibility and allowing employees to work from their ideal environment. Backed by leading technology investors, including Growth Street Partners, Strada Education, and LearnLaunch, we are poised for growth and innovation.

About the Role

We are seeking an experienced Customer Support Specialist to join our team on a contract basis for 6 months, with the possibility of extension or conversion to a permanent role based on performance and company needs. As a Support Specialist at blithequark, you will play a vital role in delivering exceptional support to our customers and users, ensuring a seamless and positive experience with our platform. You will work closely with our Support Team to address user inquiries, troubleshoot issues, and contribute to the ongoing improvement of our product and support processes.

Key Responsibilities

• Provide timely and effective email support to blithequark customers via our internal ticket queue, ensuring prompt resolution of queries and issues.
• Resolve general questions, complete platform configuration, and set up integrations on clients' behalf, demonstrating a deep understanding of our platform and its capabilities.
• Troubleshoot and escalate issues to relevant functional teams or account owners, ensuring that complex problems are addressed efficiently and effectively.
• Configure fields in the admin console of our SaaS product, including DNS, single-sign-on (SSO) issues, and manage .csv imports, requiring attention to detail and technical expertise.
• Maintain high standards for response and resolution times, ensuring user satisfaction and a positive experience with our platform.
• Collaborate with the Support Team to share trends, insights, and improve the overall user experience, fostering a culture of continuous improvement and innovation.
• Review documentation and flag opportunities for additional internal and external, client-facing documentation, contributing to the development of comprehensive and user-friendly resources.
• Maintain a standard level of excellence regarding response times, resolution times, and the quality of the client support experience, upholding the highest standards of customer support.

Workload and Performance Expectations

As a Customer Support Specialist, you will be expected to manage a volume of approximately 30-40 tickets per day, requiring strong organizational and time management skills. You will be evaluated based on your ability to maintain high standards for response and resolution times, ensuring user satisfaction and a positive experience with our platform.

Requirements and Qualifications

Essential Skills and Competencies

• Ability to follow directions accurately and efficiently, demonstrating attention to detail and a commitment to quality.
• Excellent verbal and written communication skills, with the ability to communicate effectively with customers, colleagues, and stakeholders.
• Ability to work independently and as part of a team, demonstrating flexibility and adaptability in a fast-paced environment.
• A willingness to learn and ask questions, with a strong desire to develop knowledge and expertise in customer support and our platform.
• Strong help desk skills with a focus on resolving user issues promptly, requiring technical expertise and problem-solving abilities.
• High attention to detail and "reading between the lines" of customer requests, demonstrating a deep understanding of customer needs and concerns.
• Willingness to "roll up your sleeves" and troubleshoot issues quickly and efficiently, requiring a proactive and solution-focused approach.
• Experience configuring fields in an admin console within a SaaS product, including DNS, SSO, .csv imports, and spreadsheets, requiring technical expertise and attention to detail.
• Can provide a regular schedule Monday through Friday to provide consistent assistance in the support queue, demonstrating reliability and commitment.

Bonus Skills

• Familiarity with HubSpot Service Queue or similar support platforms is a plus, demonstrating experience with customer support tools and technologies.
• Knowledge of WordPress or previous experience using blithequark is a plus, demonstrating a deep understanding of our platform and its capabilities.
• Previous experience in an Enterprise SaaS Customer Support team, demonstrating expertise in customer support and a deep understanding of SaaS products.

What We Offer

Compensation and Benefits

We offer a competitive hourly rate of $30-$40, reflecting the value we place on your skills and experience. As a member of our team, you will also have access to a range of benefits, including:

• Participation in a generous employee equity stock option program, providing an opportunity to share in the success of our company.
• A wide range of employee benefits, designed to support your well-being and career development.

Career Growth and Learning Opportunities

At blithequark, we prioritize the growth and development of our team members. We offer opportunities for career advancement, professional development, and continuous learning, ensuring that you can build a fulfilling and successful career with our company.

Work Environment and Culture

Our culture is built on a foundation of collaboration, innovation, and mutual respect. We prioritize people first, recognizing that our team members are the key to our success. With a physical office in Cambridge, MA, and a fully remote work environment, we offer flexibility and mobility, allowing you to work from your ideal environment.

How to Apply

If you are passionate about delivering exceptional customer support and are excited about the opportunity to join a mission-driven team, we encourage you to apply. Please submit your application, including your resume and a cover letter, and we will be in touch to discuss your qualifications further.

Equal Opportunity Employer

blithequark is an equal opportunity employer, committed to maintaining a diverse and inclusive work environment. We welcome applications from all qualified candidates, regardless of race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, or any other legally protected status.

Disability Accommodation

If you have a disability and require additional assistance during the application and interview process, please contact us at [email protected].