Experienced Customer Support Specialist for Leading SaaS Provider – Remote Opportunity Across the US

Introduction to blithequark At blithequark, we are pioneers in the development and implementation of subsidy management software-as-a-service (SaaS) solutions, catering to state agencies, Head Start programs, and child care providers. Our mission is to create a world where every family, regardless of their income level, has access to high-quality child care. With hundreds of agencies relying on our cloud and mobile-based applications to streamline operations, ensure compliance, and meet the needs of the families they serve, we are committed to making a positive impact in the lives of many. About the Role We are seeking a highly skilled and enthusiastic Customer Support Specialist to join our team. As a first-line client service and technical support specialist, you will play a crucial role in providing exceptional support to our clients via telephone, email, chat, and personal interaction. Your strong attention to detail, customer-focused mindset, and ability to work in a fast-paced environment will make you an invaluable asset to our Support Center team. Key Responsibilities 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 appropriate systems, maintaining the highest level of data integrity and confidentiality. Following all required scripts, policies, and procedures, ensuring compliance with regulatory requirements and company standards. Utilizing knowledge base and training to answer customer questions accurately, providing effective solutions and troubleshooting support. Training end-users on how to use company software products and systems, ensuring seamless adoption and optimal utilization. Helping meet customer Service Level Agreements (SLAs), contributing to the delivery of exceptional customer experiences and fostering long-term relationships. Attending meetings and training sessions, reviewing new training material, and staying up-to-date on changes and developments in the industry. Ensuring first call resolution through problem-solving and effective call handling, minimizing escalations and maximizing customer satisfaction. Occasional travel may be required for conferences or to visit customer sites, and occasional on-call or overtime evening hours may be necessary, depending on the needs of our clients. Who You Are To succeed in this role, you should possess: Bilingual skills, including written and verbal communication, are preferred, enabling you to effectively support a diverse client base. 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 within a subsidized childcare program, providing valuable insights into the needs and challenges of our clients. Experience with blithequark software is a significant advantage, demonstrating your familiarity with our products and systems. Strong interpersonal, writing, and verbal communication skills, essential for effective collaboration, communication, and customer interaction. Excellent troubleshooting skills, vital for resolving complex issues and providing timely solutions to clients. Teamwork and collaboration skills, necessary for working effectively with cross-functional teams and contributing to the achievement of shared goals. Education and experience in customer handling skills, highly desirable, with a strong focus on delivering exceptional customer experiences. Experience with CRMs, Microsoft Word, Outlook, and Excel, required, with the ability to quickly adapt to new software and systems. Three or more years of on-the-job technical writing, training, or education experience, preferred, with a strong understanding of adult learning principles and instructional design. The ability to travel locally/nationally for up to a week at a time, required, with flexibility to accommodate business needs and client requirements. What We Offer At blithequark, we are committed to providing a comprehensive and competitive compensation package, including: The ability to work from anywhere in the United States, offering flexibility and work-life balance. Starting pay $20/hr, depending on experience, with opportunities for growth and professional 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, helping you plan for your future and secure your financial well-being. Paid company holidays and generous PTO, allowing you to recharge and pursue your interests. A friendly, supportive, and adventurous environment, with a team of engaged colleagues who share your passion for making a difference in the childcare industry. Diversity, Equity, 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 customer-focused individual, passionate about delivering exceptional support and making a positive impact in the childcare industry, 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. Conclusion Join blithequark and become part of a dynamic team dedicated to empowering and improving the childcare industry for all families. With a strong commitment to diversity, equity, and inclusion, we offer a unique and rewarding work environment that fosters growth, learning, and collaboration. Apply now and take the first step towards an exciting and fulfilling career as a Customer Support Specialist with blithequark.