Dedicated and Empathetic Customer Support Specialist for blithequark's AI-Powered Virtual Receptionist Solution

Introduction to blithequark At blithequark, we are revolutionizing the way appointment-based small and medium-sized businesses manage their front-office operations. Our AI-powered virtual receptionist solution is designed to provide 24/7 support, helping businesses recover missed calls, increase bookings, and streamline their operations. As a recently acquired brand under the blithequark umbrella, our team is dedicated to delivering exceptional customer experiences and driving business growth through innovative technology. About the Role We are seeking a highly skilled and empathetic Customer Support Specialist to join our team at blithequark. As the first point of contact for our customers after onboarding, you will play a critical role in ensuring their questions are answered, issues are resolved efficiently, and they feel supported throughout their journey. This role requires collaboration with cross-functional teams to troubleshoot problems, provide product guidance, and deliver an exceptional customer experience. Key Responsibilities As a Customer Support Specialist at blithequark, your key responsibilities will include: Establishing clear communication paths with clients and ensuring issues are resolved in a timely and professional manner Escalating unresolved issues and ensuring follow-up until resolution, while maintaining ownership and keeping the customer informed Maintaining accurate records of customer interactions in our CRM system, HubSpot Logging issues and feedback to build a knowledge base and contribute to product improvements Tracking recurring problems and flagging them for our Product or Engineering teams to address Staying up to date with product features, updates, and best practices to provide expert guidance to customers Guiding customers in using our product effectively and educating them on self-troubleshooting, FAQs, and resources Requirements for Success To be successful in this role, you will need to possess the following skills and qualities: Excellent communication and interpersonal skills, with the ability to communicate clearly and professionally via email and phone Strong analytical and problem-solving skills, with the ability to troubleshoot effectively and provide timely resolutions Ability to escalate complex problems while maintaining ownership and keeping the customer informed Knowledge of company products, services, and common issues, with a willingness to learn and stay updated on new features and updates Ability to actively listen and respond with understanding, empathy, and a customer-centric approach Ability to manage multiple customer inquiries simultaneously, prioritize tasks, and maintain a high level of productivity in a fast-paced environment Strong documentation and record-keeping skills, with attention to detail and accuracy Ability to work closely with fellow support specialists, engineers, and cross-functional teams to achieve common goals Willingness to share knowledge, best practices, and feedback to improve processes and contribute to the growth and development of the team What We're Looking for in a Candidate We're looking for a candidate who thrives in a fast-paced environment, communicates with empathy, and enjoys building strong customer relationships while balancing multiple priorities. If you're a team player who is eager to share knowledge, support colleagues, and celebrate wins together, we want to hear from you. Additional Considerations Please note that: Reference checks will be required prior to an offer The role is customer-facing and requires comfort with live client interactions, including phone and email support This position will be in-office (Palo Alto, CA) Responsibilities include process documentation and knowledge-sharing to support product improvements Occasional after-hours availability may be required to support urgent customer needs Our Commitment to Diversity and Inclusion blithequark is an equal opportunity employer that is committed to fostering an inclusive workplace where all individuals are valued and supported. We welcome anyone who is hungry to learn, problem-solve, and progress, regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know. What We Offer At blithequark, we offer a competitive compensation package, comprehensive benefits, and a dynamic work environment that is designed to support your growth and development. Our perks and benefits include: Competitive salary and bonus structure Comprehensive health, dental, and vision insurance 401(k) matching and retirement planning Flexible paid time off and holidays Professional development opportunities and training Access to the latest technology and tools A dynamic and supportive work environment How to Apply If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, please submit your application to join our team at blithequark. We can't wait to hear from you!