Experienced Customer Support Specialist for Global Regulatory Technology Leader – Delivering Exceptional Client Experiences in a Fast-Paced SaaS Environment

Welcome to blithequark blithequark is a pioneering global RegTech business that sets the gold standard for regulatory intelligence in the financial services industry. We empower our clients with intuitive SaaS solutions, powered by AI, to simplify the complex and ever-changing world of compliance. Our mission is to transform regulatory compliance, and we're looking for talented individuals to join our team. About Our Industry The regulatory technology sector is rapidly evolving, with innovative solutions and technologies emerging to address the increasingly complex compliance landscape. As a leader in this field, blithequark is at the forefront of this transformation, harnessing the power of AI and machine learning to deliver cutting-edge regulatory intelligence solutions. Our industry-leading SaaS platform is trusted by the world's top financial institutions, and we're committed to continuous innovation and improvement. Why Join blithequark? At blithequark, we're a fast-paced, high-performing team that thrives on pushing boundaries and continuously evolving our products, services, and operations. We believe our future is built by bold, ambitious individuals who are driven to make a real difference. Our "make it happen" culture empowers you to take ownership of your career and accelerate your personal and professional development from day one. With over 700 team members across 19 countries, we operate as one team with a shared mission to transform regulatory compliance. Role Mission As a Customer Support Specialist at blithequark, you will play a critical role in our 24/7 global support ecosystem, helping clients get the most from our cutting-edge Regulatory Intelligence SaaS platform. You'll be the first point of contact for enterprise clients, guiding them through challenges via email, phone, or screen share. Your technical expertise, top-tier communication skills, and analytical mindset will enable you to handle complex queries, champion the customer voice, and liaise with experts across the business. Key Responsibilities Be the primary point of contact for enterprise clients, providing exceptional support and guidance via email, phone, or screen share. Investigate, qualify, and troubleshoot product issues, using your technical expertise and analytical skills to resolve complex queries. Collaborate with our Engineering, Product, Content, and Operations teams to resolve escalations and deliver smart solutions that meet our clients' needs. Own and manage P1 incidents, looping in L3 support as needed, and keeping communications crystal clear while documenting timelines and next steps. Prepare insightful reports for both customers and stakeholders, providing valuable insights and recommendations for improvement. Work closely with our Sales and Customer Delivery teams to ensure a smooth handover to BAU support, ensuring our clients receive seamless support throughout their journey. Drive continuous improvement, helping us optimize tools, documentation, and processes across global teams to deliver exceptional client experiences. Maintain high customer satisfaction and issue resolution time, balancing the needs of our clients with the requirements of our business. What We're Looking For To succeed in this role, you'll need: 2+ years of experience in a customer-facing support role, with a background in supporting complex systems and applications. A proactive mindset, with the ability to identify patterns and opportunities for improvement, and a passion for delivering exceptional client experiences. Exceptional communication and organizational skills, with the ability to work effectively in a fast-paced, ever-evolving tech space. Experience in Agile environments and a strong grasp of incident, change, and release management workflows. A flair for breaking down technical details in a friendly, professional way, with the ability to communicate complex concepts to non-technical stakeholders. A strong understanding of the importance of customer satisfaction, with a focus on delivering timely and effective resolutions to client queries. Essential Qualifications To be considered for this role, you'll need to demonstrate: A strong technical foundation, with experience in supporting complex systems and applications. Excellent communication and interpersonal skills, with the ability to work effectively with clients and stakeholders at all levels. A proactive and flexible approach, with the ability to adapt to changing priorities and deadlines in a fast-paced environment. A strong analytical mindset, with the ability to investigate and troubleshoot complex issues, and identify opportunities for improvement. Preferred Qualifications While not essential, the following qualifications and experience would be advantageous: Experience in the regulatory technology sector, or a related field, with a strong understanding of the compliance landscape and the challenges faced by our clients. Knowledge of AI and machine learning technologies, with a passion for leveraging innovative solutions to deliver exceptional client experiences. Experience in a SaaS environment, with a strong understanding of the importance of delivering seamless support and ensuring high customer satisfaction. A certification in a related field, such as ITIL or a similar framework, with a strong understanding of incident, change, and release management workflows. Career Growth and Development At blithequark, we're committed to helping our team members grow and develop their careers. As a Customer Support Specialist, you'll have access to a range of training and development opportunities, including: Comprehensive onboarding and training programs, designed to help you get up to speed quickly and effectively. Ongoing coaching and mentoring, with regular feedback and performance reviews to help you achieve your goals. Opportunities for career progression, with a clear path for advancement and professional growth. Access to industry-leading technologies and tools, with the opportunity to develop your skills and expertise in a range of areas. Work Environment and Culture At blithequark, we're proud of our vibrant and inclusive culture, with a strong focus on teamwork, collaboration, and mutual respect. Our team members are passionate about what they do, and we're committed to creating an environment that's supportive, stimulating, and fun. As a Customer Support Specialist, you'll be part of a dynamic and fast-paced team, with opportunities to make a real difference and contribute to our mission to transform regulatory compliance. Compensation and Benefits We offer a competitive compensation package, with a range of benefits and perks designed to support your well-being and career growth. These include: A competitive salary, with opportunities for bonuses and incentives based on performance. A comprehensive benefits package, including health insurance, retirement savings, and paid time off. Access to a range of training and development opportunities, with a strong focus on career growth and professional development. A dynamic and inclusive work environment, with a strong focus on teamwork, collaboration, and mutual respect. Conclusion If you're passionate about delivering exceptional client experiences and making a real difference in the regulatory technology sector, we'd love to hear from you. As a Customer Support Specialist at blithequark, you'll be part of a dynamic and fast-paced team, with opportunities to grow and develop your career, and contribute to our mission to transform regulatory compliance. Please submit your application, including your resume and a cover letter, to learn more about this exciting opportunity and take the first step towards an exciting and rewarding career with blithequark.