Dedicated Customer Success Support Specialist for blithequark – Delivering Exceptional Customer Experiences through Proactive Support and Strategic Partnership

About blithequark At blithequark, we are pioneering a revolution in voice communication, driven by our mission to modernize voice with intelligence for enhanced security and productivity. Since our inception, we have been at the forefront of innovation in voice intelligence, introducing groundbreaking solutions such as the first mobile caller ID and spam-blocking apps in 2015. Our strategic partnerships with industry leaders like Samsung and AT&T have led to the launch of pioneering network-based spam-blocking solutions. In 2019, we unveiled a branded call SaaS platform designed to help businesses connect more effectively with their customers over the phone. Today, our Voice Intelligence Platform supports over 500 million users globally, leveraging adaptive AI and audio intelligence to deliver safer, smarter, and more productive voice calls across various networks, apps, and devices. Our network and solution partners include renowned names such as British Telecom, EE, Virgin Media O2, Ericsson, Rogers, Bell Canada, MasMovil, Telenor, FICO, Twilio, and more, underscoring our commitment to collaboration and innovation in the voice communication sector. About the Position The Customer Success Support Specialist role at blithequark is a unique opportunity for an individual contributor to serve as the primary point of contact for our Small to Medium-sized Business (SMB) customers. This involves handling support issues via phone and email, troubleshooting and resolving both technical and non-technical customer issues, managing customer vetting and onboarding processes, and creating and maintaining comprehensive support documentation. The goal is to standardize and scale our support practices, ensuring seamless customer experiences. This role also involves partnering closely with our sales, product, and operations teams to ensure that customer needs are met effectively and efficiently. We are excited to meet candidates who are naturally curious, eager to learn, and proactive in taking ownership of customer issues from start to finish. The ideal candidate thrives in fast-paced, dynamic environments, is adaptable and resilient, and maintains a positive attitude even in the face of ambiguity or shifting priorities. Strong communication skills, a collaborative mindset, and an approach to every interaction with empathy, professionalism, and a genuine desire to improve the customer experience are essential for success in this role. Key Responsibilities Troubleshoot, document, and resolve both technical and non-technical customer issues in a timely and professional manner. Manage customer vetting and onboarding processes efficiently, ensuring a smooth transition for new customers. Create and maintain detailed support documentation to standardize support practices and contribute to the continuous improvement of our customer support processes. Handle operational and administrative tasks, including account renewals and related reporting, to ensure seamless customer experiences. Generate reports and analyze data specific to customer segments to identify trends, opportunities, and challenges, and propose data-driven solutions to enhance customer success. Proactively identify and resolve issues across the customer journey, leveraging feedback and insights to drive improvements in our products and services. Share valuable customer insights with our Product and Sales teams to inform product development, sales strategies, and cross-functional customer initiatives, fostering a culture of collaboration and customer-centricity. Essential Qualifications Outstanding customer communication skills, with the ability to convey complex information clearly, listen actively, and respond empathetically to customer needs. Proven resourcefulness and independence in problem-solving, including investigating, troubleshooting, documenting, and resolving technical and non-technical issues efficiently. Demonstrated initiative and ownership, with a proactive approach to managing tasks, seeking feedback, and driving continuous process improvements. Adaptability and resilience in fast-changing environments, with the ability to thrive amid frequent shifts, multitasking, and operational ambiguity. Solid experience with core support tools such as G Suite, Zendesk, and Salesforce, and the ability to quickly learn new systems and technologies as needed. A collaborative and team-oriented mindset, with a track record of building productive partnerships across functions and sharing insights to support organizational goals. Preferred Qualifications Previous experience in a customer-facing role, preferably in a technology or software company, with a deep understanding of customer success principles and practices. Familiarity with voice communication technologies and trends, with an interest in staying updated on the latest developments in the field. Experience with data analysis and reporting tools, with the ability to interpret data insights and propose actionable recommendations. Certifications or training in customer support, success, or related fields, demonstrating a commitment to professional development and excellence in customer-facing roles. Skills and Competencies Communication Skills: Excellent verbal and written communication skills, with the ability to articulate complex ideas simply and effectively. Problem-Solving Skills: Strong analytical and problem-solving skills, with a methodical approach to troubleshooting and resolving customer issues. Collaboration and Teamwork: Proven ability to work collaboratively in a team environment, with a willingness to share knowledge, provide support, and learn from others. Adaptability and Flexibility: Demonstrated adaptability and flexibility in responding to changing priorities, deadlines, and customer needs. Customer-Centricity: A deep understanding of customer needs and preferences, with a commitment to delivering exceptional customer experiences and driving customer success. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Customer Success Support Specialist, you will have opportunities to develop your skills in customer support, success, and related technologies. Our comprehensive training programs, mentorship initiatives, and professional development funds are designed to support your career aspirations and interests. Whether you aim to specialize in a particular area of customer success or explore leadership opportunities, we provide a supportive and dynamic environment that fosters learning, innovation, and growth. Work Environment and Company Culture Our work environment is characterized by a culture of innovation, collaboration, and customer-centricity. We believe in empowering our employees to take ownership of their work, to innovate, and to make decisions that impact our customers and our business. Our offices are designed to facilitate collaboration, creativity, and productivity, with amenities and benefits that support the well-being and happiness of our team members. At blithequark, we celebrate diversity, inclusivity, and individuality, recognizing that our unique perspectives and experiences are the foundation of our strength and success as a team. Compensation, Perks, and Benefits We offer a competitive compensation package, including a base salary range of $60,500-$99,000, depending on experience and qualifications. Our benefits package includes equity compensation, a 401K program with a 3% match, self-managed vacation plans, 15 paid holidays, and comprehensive health, dental, and vision insurance for employees and their dependents. Additional perks include flexible spending accounts, health savings accounts, pretax dependent day care savings plans, paid parental leave, and voluntary life and AD&D insurance options. We also provide employer-paid life insurance, long-term disability coverage, and donation matching for charitable causes. Professional development is supported through $1,000/year reimbursement in professional development funds, encouraging continuous learning and growth. Conclusion If you are passionate about delivering exceptional customer experiences, thrive in fast-paced environments, and are committed to innovation and excellence, we invite you to join our team at blithequark as a Customer Success Support Specialist. This role offers a unique opportunity to make a meaningful impact on our customers' success, to develop your skills and career, and to be part of a dynamic and innovative company that is revolutionizing voice communication. Apply now to embark on this exciting journey with us and contribute to shaping the future of customer success at blithequark.