Dedicated and Empathetic Customer Support Specialist for Innovative Child Care Solutions at blithequark

Introduction to blithequark At blithequark, we are pioneers in providing subsidy management software-as-a-service (SaaS) solutions to state agencies, Head Start programs, and child care providers. Our mission is to create a world where all families, regardless of their income level, have access to high-quality child care. With hundreds of agencies relying on our applications, we strive to streamline operations, ensure compliance with government regulations, and meet the needs of the families we serve. As a leader in the industry, we are committed to making a positive impact on the lives of children and families. About the Role We are seeking a highly skilled and compassionate Customer Support Specialist to join our team at blithequark. As a first-line client service and technical support specialist, you will provide exceptional support to our clients via telephone, email, chat, and personal interaction. If you are passionate about delivering outstanding customer experiences and have a strong attention to detail, we encourage you to apply for this exciting opportunity. Key Responsibilities As a Customer Support Specialist at blithequark, your key responsibilities will include: Answering telephone calls, emails, and chats in a fast-paced call center environment, ensuring prompt and professional responses to client inquiries Accurately documenting and processing customer claims in our systems, maintaining the highest level of accuracy and attention to detail Following all required scripts, policies, and procedures, ensuring compliance with regulatory requirements and company standards Complying with requirements surrounding confidential information and personal information, maintaining the trust and confidentiality of our clients Appropriately escalating customer issues to management, ensuring timely and effective resolution of complex issues Utilizing knowledge base and training to answer customer questions accurately, staying up-to-date with the latest product information and industry developments Training end-users on how to use our software products and systems, empowering them to maximize the benefits of our solutions Helping to meet customer Service Level Agreements (SLAs), ensuring the highest level of customer satisfaction and loyalty Attending meetings and training sessions, reviewing new training material to stay current with changes and industry trends Ensuring first call resolution through problem-solving and effective call handling, minimizing the need for follow-up contacts and ensuring efficient issue resolution Occasional travel may be required (for conferences or to visit customer sites), providing opportunities for professional growth and development Occasional on-call or overtime evening hours may be required, and occasional weekend hours may be necessary, depending on the needs of our clients This position is remote, and applicants are required to have a dedicated home office space free from noise and interruptions, ensuring a productive and focused work environment Essential Qualifications To be successful in this role, you will need: Bilingual skills, including written and verbal communication, are preferred, enabling you to effectively communicate with a diverse range of clients Experience working in a support center, preferably in a SaaS environment, with a strong understanding of customer support principles and practices Experience within the childcare industry, preferably with subsidized childcare programs, providing a deep understanding of the sector and its unique challenges Experience with blithequark software is a significant advantage, enabling you to hit the ground running and provide expert support to our clients Strong interpersonal, writing, and verbal communication skills are essential, with the ability to effectively communicate complex information to clients and stakeholders Excellent troubleshooting skills are vital, with the ability to analyze complex issues and develop effective solutions Teamwork is necessary, with a strong ability to collaborate with colleagues and contribute to a positive and supportive team culture Education and experience in customer handling skills are highly desirable, with a strong understanding of customer support principles and practices Experience with CRMs and Microsoft Word, Outlook, and Excel is required, with the ability to effectively utilize these tools to manage client interactions and data Preferred Qualifications While not essential, the following qualifications are preferred: Three or more years of on-the-job technical writing, training, or education experience, providing a strong foundation in communication and instructional design The ability to travel locally/nationally for up to a week at a time, enabling you to participate in conferences, training sessions, and client meetings What We Offer At blithequark, we are committed to providing a supportive and rewarding work environment, with a range of benefits and opportunities, including: The ability to work from anywhere in the United States, providing flexibility and autonomy in your work arrangements Starting pay $20/hr, depending on experience, with opportunities for professional growth and development Comprehensive benefits package, including health, vision, and dental insurance, starting the first of the month after your start date 401(k) retirement plan, with company match, enabling you to plan for your future and secure your financial well-being Paid company holidays and generous PTO, providing opportunities for rest and relaxation Friendly, supportive, and adventurous environment, with a team of engaged colleagues who are passionate about making a positive impact in the childcare industry Diversity and Inclusion At blithequark, we actively embrace diversity and equal opportunity, recognizing the value of a diverse and inclusive workplace. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills, and we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. How to Apply If you are a motivated and compassionate individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, outlining your experience, skills, and qualifications for the role. We look forward to hearing from you and exploring how you can contribute to our team at blithequark.