**Associate, Customer & Product Support – Empowering Customer Success at blithequark**

Are you a customer-centric professional with a passion for delivering exceptional support experiences? Do you thrive in a fast-paced, dynamic environment where no two days are the same? Look no further! blithequark is seeking an Associate, Customer & Product Support to join our growing team of experts who are dedicated to empowering our customers to make smarter decisions through AI-driven market intelligence. **About blithequark** blithequark is a global leader in market intelligence and search, trusted by the world's most sophisticated companies to remove uncertainty from decision-making. With a universe of public and private content, including equity research, company filings, event transcripts, expert calls, news, trade journals, and clients' own research content, our platform is the go-to destination for professionals seeking actionable insights. Our acquisition of Tegus in 2024 has accelerated our growth, innovation, and content expansion, enabling us to provide even more comprehensive insights to our users. **About the Team** Our Customer & Product Support (C&PS) team is the heartbeat of blithequark, driving positive customer outcomes and ensuring seamless access and optimal utilization of our market-leading platform and products. We are a global team based in the US, UK, India, and Singapore, united by our commitment to delivering exceptional customer experiences. As an Associate, Customer & Product Support, you will be part of a dynamic team that is passionate about empowering our customers to achieve their goals. **About the Role** We are seeking an experienced and customer-focused professional to join our C&PS team as an Associate, Customer & Product Support. In this role, you will be responsible for delivering world-class customer experiences, providing impeccable support, and acting as a key partner to our Product and Engineering teams. You will be the first line of defense for our customers, addressing complex inquiries and resolving technical issues. Your expertise will be invaluable in driving customer success and growth, and you will have the opportunity to contribute to the development of our products and services. **Key Responsibilities** * Deliver a world-class customer experience by: + Acting as the first line of defense and a point of escalation for the wider Support team + Guiding customers through features and functionalities to maximize their experience and fully resolve their challenges or questions + Identifying commonly asked questions to help drive better documentation, help center articles, or in-app tours + Partnering with Customer Education on live training, answering queries, and owning the chat function within each session * Provide impeccable customer support by: + Investigating, diagnosing, troubleshooting, and finding solutions for queries sent through emails and live chats + Escalating tickets to appropriate teams when needed and retaining a position as the customer's point person through regular updates and confirming resolution * Act as a key partner to Product and Engineering by: + Having a deep understanding of both our product and customers to uniquely collaborate through fielding feedback and feature requests + Identifying product opportunities and conveying that information to the correct product groups or within specific ongoing initiatives + Using knowledge of the platform to qualify, triage, repackage debugging steps, and communicate effectively to technical teams + Owning level 1 support of internal support channels, resolving as many issues and prioritizing fixes where appropriate + Leading on wider incident responses in partnership with SRE, ensuring the customer impact is known and acting as a liaison between Engineering and the Support team * Be an expert on our product and continuously build your knowledge by: + Proactively learning, staying up-to-date on new features, and filling any gaps in your knowledge + Contributing to and leading new hire training sessions, including giving your input on onboarding materials + Identifying areas to improve content and contributing to creating and updating knowledge base articles, tutorials, and other support documentation + Leading on new features for beta by testing, giving feedback, and acting as an expert for the Support team **Essential Qualifications** * 3 or more years of experience working in a client/product support role * Customer-first mindset and ability to work through complex problems to find solutions * Strong communication and interpersonal skills, with the ability to distill and explain complex issues in simple terms * Proactive and curious, with a continuous improvement mindset and ability to learn quickly and adapt * Strong attention to detail, effective time management skills, and ability to rigorously prioritize under pressure * Interest in AI, technology, and software applications **Preferred Qualifications** * Experience working in a fast-paced, dynamic environment * Knowledge of AI, machine learning, and software applications * Experience with customer support software and tools * Certification in customer support or related field **What We Offer** * Competitive salary and benefits package * Opportunity to work with a global leader in market intelligence and search * Collaborative and dynamic work environment * Professional development and growth opportunities * Recognition and rewards for outstanding performance * Flexible work arrangements and work-life balance * Access to cutting-edge technology and tools * Opportunity to make a meaningful impact on customer success and growth **How to Apply** If you are a customer-centric professional with a passion for delivering exceptional support experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter, highlighting your relevant experience and qualifications. We look forward to hearing from you! **EEO Statement** blithequark is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling blithequark's commitment to equal employment opportunity. blithequark does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at blithequark, including recruitment, hiring, training, advancement, and termination. **Recruiting Scams and Fraud** We at blithequark have been made aware of fraudulent job postings and individuals impersonating blithequark recruiters. These scams may involve fake job offers, requests for sensitive personal information, or demands for payment. Please note: * blithequark never asks candidates to pay for job applications, equipment, or training. * All official communications will come from an @blithequark.com email address. * If you're unsure about a job posting or recruiter, verify it on our Careers page. * If you believe you've been targeted by a scam or have any doubts regarding the authenticity of any job listing purportedly from or on behalf of blithequark, please contact us. Your security and trust matter to us.