Dedicated and Empathetic Customer Support Specialist for a Fast-Growing SaaS Company - Eastern Standard Time

Welcome to blithequark blithequark is a rapidly expanding SaaS company on a mission to make every salon and spa more profitable. As the highest-rated salon and spa software in the US and Canada, we have already made a significant impact with thousands of customers. Our goal is to become the number one market leader in the coming years, and we are looking for talented individuals to join our team and help us achieve this vision. At blithequark, we pride ourselves on being a fully remote, fun, and ambitious team. We believe in getting together every few months to foster a sense of community and camaraderie. As we continue to grow, we are committed to attracting high-potential individuals who share our passion for innovation and customer satisfaction. If you are a motivated and dedicated professional looking to be part of a winning team, we encourage you to join us on this exciting journey. About the Role At blithequark, our customers are at the heart of everything we do. As a Customer Support Specialist, you will play a vital role in delivering exceptional service by responding to customer inquiries with speed, accuracy, and empathy. We set high standards for our team because our customers expect nothing less. By joining our dynamic and growing team, you will have a direct impact on improving our customers' everyday experiences. If you are passionate about helping people, eager to learn, and excited by the fast-paced environment of a thriving start-up, this could be the perfect role for you. As a Customer Support Specialist at blithequark, you will be responsible for: Troubleshooting and responding to inquiries from our customers, primarily through chat but also over calls Constantly increasing your blithequark product and industry knowledge to provide expert-level answers and support Collaborating with different teams to identify and resolve technical issues reported by customers Documenting and sharing frequent customer issues and solutions to improve our knowledge base and support processes Providing personalized solutions and preemptive follow-ups to ensure customer satisfaction and retention Working Monday to Friday, 9am-6pm EST, to ensure our customers receive timely and effective support Key Responsibilities In this role, you will be the primary point of contact for our customers, providing timely and effective support to resolve their inquiries and issues. You will work closely with our technical teams to identify and resolve complex technical issues, and collaborate with our product team to provide feedback and suggestions for improving our products and services. You will also be responsible for maintaining accurate and up-to-date records of customer interactions, and for identifying trends and areas for improvement in our support processes. Your goal will be to provide exceptional customer service, ensuring that our customers are satisfied and loyal to our brand. What We're Looking For To be successful in this role, you will need to have: A minimum of 1 year of experience in a software support position, with a proven track record of providing exceptional customer service The ability to learn quickly and adapt to new situations, with an "I'll figure it out" attitude and a willingness to ask questions when needed Excellent communication and interpersonal skills, with the ability to work autonomously and collaboratively as part of a team A strong ability to thrive in a fast-paced environment, with a calm and composed demeanor under pressure A genuine passion for connecting with people from diverse backgrounds, treating everyone with respect and kindness Strong written communication skills, with the ability to craft clear and concise responses to customer inquiries Experience with salons and spas, or beauty and wellness in general, would be a huge plus, but is not required Essential Qualifications In addition to the above requirements, you will need to have: A strong understanding of customer support principles and practices, with a focus on providing exceptional service and ensuring customer satisfaction Excellent problem-solving skills, with the ability to analyze complex issues and develop effective solutions A strong ability to work in a team environment, with a willingness to collaborate and communicate effectively with colleagues and customers A commitment to ongoing learning and professional development, with a desire to stay up-to-date with the latest trends and technologies in the industry What You'll Love About Us At blithequark, we offer a range of benefits and perks to our employees, including: Health, dental, vision, life, and LTD insurance to ensure your well-being and security A generous monthly wellness budget to support your physical and mental health A premium subscription to the Calm app to help you manage stress and stay focused A One Medical membership to provide you with convenient and high-quality healthcare Flexible and unlimited PTO to ensure you have the time and space to relax and recharge A 401k plan available to help you plan for your future An employee stock option program to give you a stake in our company's success Our Culture and Values At blithequark, we are committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion. We believe in fostering a culture of respect, empathy, and kindness, and we are dedicated to making a positive impact on our customers, employees, and the wider community. We are an equal opportunity employer, and we do not discriminate against any employee or job applicant on the basis of race, color, religion, sex, national origin, age, disability, or genetic information. We are committed to creating a workplace that is welcoming and inclusive to all, and we encourage applications from diverse candidates who share our values and passion for innovation and customer satisfaction. Conclusion If you are a motivated and dedicated customer support professional looking to join a fast-growing and innovative company, we encourage you to apply for this exciting opportunity. As a Customer Support Specialist at blithequark, you will have the chance to make a real difference in the lives of our customers, while also developing your skills and career in a supportive and dynamic environment. Don't miss out on this opportunity to join our team and be part of our mission to make every salon and spa more profitable. Apply now to become a part of the blithequark family and start your journey to a rewarding and challenging career in customer support.