Experienced Customer Support Specialist for Ecommerce and Mobile Marketing Platforms – Delivering Exceptional Product Support and Technical Expertise

Introduction to blithequark At blithequark, we are revolutionizing the way brands personalize consumer engagement through our AI-powered mobile marketing platform. Our mission is to enable marketers to craft tailored journeys for every subscriber, driving higher recurring revenue and maximizing campaign performance. With a top-rated customer success team and a commitment to enterprise-grade compliance and deliverability, we are trusted by leading global brands across more than 70 industries. As we continue to grow and expand our reach, we are seeking a highly skilled and driven Customer Support Specialist to join our team. About the Role We are looking for a talented and motivated individual to fill the role of Customer Support Specialist, who will serve as the first-responder for our entire customer base. As a critical member of our team, you will be responsible for troubleshooting and resolving technical issues, reducing friction in platform use, and delivering outstanding product support. Your expertise will be essential in bridging the gap between our product and customers, providing fast and accurate resolutions to ensure exceptional customer experiences. Key Responsibilities Respond to customer needs via email and live chat, owning the interaction from inception to resolution Troubleshoot technical platform issues and advise customers on best-practices with our platform and its use cases Act as the first line of defense for triaging and debugging platform health issues, ensuring timely and effective resolutions Exceed customer expectations on response quality, timeliness, and overall experience, fostering long-term relationships and loyalty Continuously train to become an expert on our platform, mobile marketing, and the ecommerce industry, staying up-to-date with the latest trends and developments Collaborate with cross-functional teams, including marketing, sales, product, and design, to provide feedback and insights that inform product development and improvement Essential Qualifications 1+ years of experience in customer support or a customer-facing technical role, with a proven track record of delivering exceptional customer experiences Bachelor’s degree or equivalent experience, with a strong foundation in written and verbal communication skills Technical curiosity and ability to troubleshoot complex issues, with familiarity with APIs or SQL being a plus Prior experience with SaaS or ecommerce platforms preferred, with a strong understanding of the ecommerce industry and its trends Based in the eastern time zone, with availability for occasional on-call and rotating holiday coverage, ensuring seamless support for our customers Preferred Qualifications Familiarity with APIs and SQL, with experience working with data-driven platforms and tools Prior experience with mobile marketing and ecommerce platforms, with a deep understanding of the industry and its challenges Strong analytical and problem-solving skills, with the ability to think critically and creatively Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams and customers Skills and Competencies To be successful in this role, you will need to possess a unique combination of technical, business, and interpersonal skills. These include: Strong written and verbal communication skills, with the ability to articulate complex technical concepts in a clear and concise manner Technical curiosity and ability to troubleshoot complex issues, with a strong foundation in problem-solving and analytical thinking Excellent customer service skills, with a customer-centric approach and a passion for delivering exceptional experiences Ability to work effectively in a fast-paced, dynamic environment, with a strong sense of adaptability and flexibility Collaborative mindset, with the ability to work effectively with cross-functional teams and stakeholders Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Customer Support Specialist, you will have access to a range of training and development opportunities, including: Comprehensive onboarding program, with training on our platform, products, and services Ongoing professional development, with opportunities for career advancement and growth Access to industry-leading tools and technologies, with opportunities to develop new skills and expertise Collaborative and dynamic work environment, with a strong sense of teamwork and camaraderie Work Environment and Company Culture At blithequark, we pride ourselves on our positive and inclusive company culture. Our values are centered around: Default to Action: We move swiftly and with purpose, embracing a culture of action and accountability Be One Unstoppable Team: We rally as each other’s champions, fostering a sense of teamwork and collaboration Champion the Customer: Our success is defined by our customers' success, and we are committed to delivering exceptional experiences Act Like an Owner: We take responsibility for blithequark’s success, embracing a culture of ownership and accountability Compensation, Perks, and Benefits We offer a competitive compensation package, with a range of perks and benefits designed to support your well-being and success. These include: Competitive salary range, with opportunities for growth and advancement Comprehensive health and wellness benefits, with access to fitness classes, mental health resources, and more Equity opportunities, with a chance to own a part of blithequark’s success Flexible work arrangements, with opportunities for remote work and flexible scheduling Conclusion If you are a motivated and talented individual with a passion for customer support and technical expertise, we encourage you to apply for this exciting opportunity. As a Customer Support Specialist at blithequark, you will be part of a dynamic and growing team, with access to a range of training and development opportunities. Join us in our mission to revolutionize the way brands personalize consumer engagement, and take the first step towards an exciting and rewarding career.