**Experienced Full Stack Customer Support Specialist – Digital Marketing Product Suite**

At blithequark, we're a team of passionate individuals who take ownership and make an impact by operating with the mindset, integrity, and courage of a small business owner. There's something profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits, and individuals succeed by giving them all the help and tools they need to grow online. We're energized by new challenges and new possibilities – and we're just getting started! **About blithequark** blithequark is a leading provider of digital marketing solutions, empowering small businesses and non-profits to succeed in the online world. Our mission is to provide world-class service, guidance, and support to our customers, helping them maximize the value of our product suite. As a Customer Support Specialist at blithequark, you'll be part of a dynamic team that's passionate about delivering exceptional customer experiences. **Job Summary** We're seeking an experienced Customer Support Specialist to join our team. As a key member of our support team, you'll provide expert-level support to our customers, ensuring their inquiries are resolved and their success is supported through your communication, critical thinking, and technical fluency. This is a 100% remote position, and we're looking for someone who is self-motivated, proactive, and customer-focused. **Key Responsibilities** * Deliver Exceptional Service: Handle inbound customer interactions via phone with professionalism, clarity, and empathy. * Technical and Account Troubleshooting: Use available tools (e.g., Salesforce, Five9) to diagnose and resolve issues efficiently. * Customer Retention: Apply preventative retention techniques by understanding root causes and offering appropriate resolutions. * Product Guidance: Educate users on product functionality, marketing best practices, and help center tools to support long-term success. * Escalation Management: Identify critical issues requiring escalation and work cross-functionally to resolve them swiftly. * Documentation: Accurately document all customer interactions and actions taken in Salesforce. * Remote Work Protocol: Adhere to a consistent work schedule, including two 15-minute breaks and one 30-minute lunch. * Team Collaboration: Actively participate in team communication via Slack and internal tools to ensure visibility and alignment. **What We're Looking For** * Call Center Experience: Minimum of 2+ years in a call center environment; SaaS, subscription-based, or tech support experience preferred. * KPI Familiarity: Comfortable working in a performance-based environment, familiar with metrics such as AHT, CSAT, QA, and FCR. * Tech Proficiency: Experience with Salesforce, Five9, and general troubleshooting of online tools or platforms. * Social Media Savvy: Familiarity with social media platforms and how they can relate to small business marketing. * Customer De-Escalation Skills: Proven success in handling challenging conversations with empathy and professionalism. * Remote Readiness: Must have stable internet and a quiet, distraction-free workspace to ensure optimal performance. * Customer-First Mentality: Deep commitment to solving customer issues with empathy, urgency, and care. * Retention-Focused: Ability to understand customer needs and proactively provide solutions that build loyalty. **Preferred Attributes** * Passion for helping small businesses grow. * Strong communication and active listening skills. * Ability to remain organized and focused while multitasking. * Self-starter who thrives in a remote environment with minimal supervision. * Adaptable to change and eager to learn in a fast-paced setting. **Why You'll Love Us** * We celebrate one another's differences. We're proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. * Join the experts. If you're passionate about supporting businesses and organizations, you won't find a better spot to share your talent. We're dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups. * You'll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities, and professional development opportunities. * A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family. **Compensation and Benefits** * This is a 100% remote position with an hourly rate beginning at $19/hr, with performance-based increases available within the first year. * A 90-day attendance policy applies from your start date. * Our Hours of Operations are Monday-Friday 8:00 AM - 8:00 PM EST and Saturdays 10:00 AM - 6:00 PM EST. **How to Apply** If you're driven by purpose, excited to support small businesses, and experienced in delivering impactful customer support – we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! **Equal Opportunity Employer** blithequark is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status, or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact [insert contact information].