**Experienced Customer Support Specialist – B2B SaaS and Cloud Data Protection**

At blithequark, we're revolutionizing the way businesses protect their critical data in the cloud. As a Customer Support Specialist, you'll be at the forefront of our customer journey, providing top-notch support to our global B2B customer base. If you're passionate about delivering exceptional customer experiences, thrive in fast-paced environments, and are eager to grow with a dynamic team, we want to hear from you. **About blithequark** blithequark is a rapidly growing technology company that's making waves in the cloud data protection space. With a strong focus on innovation and customer satisfaction, we're backed by top investors like Insight Partners, Inovia, Bessemer, and Atlassian Ventures. Our commitment to excellence has earned us a spot on Deloitte's 2023 Fast 50 list of Canada's fastest-growing technology companies. Join us on our mission to protect the data that powers businesses of all sizes. **Thriving at blithequark** We're a team that's passionate about working together, taking ownership, and driving results. Our culture is built on five core values: * **Team-First Mentality**: We believe that together, we're unstoppable. We prioritize collaboration, share knowledge, and celebrate each other's successes. * **Performance-Driven Mindset**: We're goal-oriented, proactive, and focused on delivering high-quality results. We aim to exceed expectations and make a lasting impact. * **Flexible Work-Life Approach**: We understand the importance of balance and make sure our team members have time to recharge and enjoy life outside of work. * **Customer Centricity**: Our customers are at the heart of everything we do. We listen, build relationships, and innovate to solve problems that matter most to them. * **Taking Initiative**: We value ownership, proactive problem-solving, and creative thinking. Your ideas and actions drive our success, and we encourage you to take the lead. **Job Description** As a Customer Support Specialist at blithequark, you'll be responsible for delivering exceptional customer support via email, live chat, and phone. You'll take ownership of issues from initial report to resolution, escalating only when necessary and always with full context. Your day-to-day will include: * Delivering thoughtful, high-quality customer support via email, live chat, and phone when necessary * Taking full ownership of issues from initial report to resolution, escalating only when needed and always with full context * Supporting a variety of users, including technical and non-technical personas, across a global B2B customer base * Managing your workload with autonomy—balancing fast triage with deep problem-solving as needed * Working closely with Engineering, Product, and other internal teams to flag bugs, clarify expected behavior, and relay customer insights * Contributing to internal and external documentation, macros, and process improvements * Participating in team initiatives and special projects that improve how support operates * Collaborating with your peers to build a strong, inclusive support culture grounded in accountability and continuous learning **What We're Looking For** We're seeking a Customer Support Specialist with at least 1-3 years of experience in customer support, ideally within a B2B SaaS startup or scale-up. You should have experience working with mid-market or enterprise customers, especially in contexts where premium support or SLAs were in place. You'll need to be comfortable navigating evolving workflows, balancing customer empathy with business impact, and operating with a strong sense of ownership in everything you do. **Essential Qualifications** * Excellent communication skills - clear, empathetic, and appropriately technical based on audience * A proactive, ownership-driven mindset. You spot inefficiencies, raise ideas, and take initiative to improve * Comfort with ambiguity, change, and wearing multiple hats in a growing environment * Technical curiosity—enough to dig into product behaviors, replicate customer issues, and provide actionable context to engineering **Bonus Points If You...** * Have experience supporting billing issues such as invoicing, payment errors, or subscription changes * Have worked with tools like Zendesk, Salesforce, Slack, Stripe, or Jira * Have contributed to help centers, internal knowledge bases, or automation projects **Additional Information** * **Where You'll Work**: Our organization follows a hybrid work structure where employees work from the office three days/week. This role will be based out of our Toronto office. * **How blithequark Will Support You**: We know that enjoying the journey is just as important as reaching our goals. We work hard to create a positive, inclusive environment where fun and laughter are part of our everyday routine. We also offer a variety of benefits to support your success both at work and in your personal life, including flexible work hours, employee stock options, health benefits, three weeks of vacation, and more. **How to Apply** If you're passionate about delivering exceptional customer experiences and thrive in fast-paced environments, we want to hear from you. Apply now to join our dynamic team and help us revolutionize the way businesses protect their critical data in the cloud.