Experienced Senior Product Support Specialist for Innovative Customer Service Team – Full-Time Remote Opportunity with Competitive Hourly Rate

Introduction to blithequark At blithequark, we are passionate about delivering exceptional customer experiences through our innovative products and services. As a leader in the private industry, we strive to make a positive impact on our clients' businesses, helping them grow and thrive. Our company values are at the core of everything we do: Client Fixated, Be a Leader, Zero Ego, and Relax. We are committed to fostering a culture that is client-centric, collaborative, and dynamic. If you are a motivated and creative individual who shares our values, we invite you to join our team as a Senior Product Support Specialist. Job Overview As a Senior Product Support Specialist at blithequark, you will play a vital role in our customer service team, providing top-notch support to our clients and helping them achieve their goals. You will be responsible for addressing how-to questions, investigating client requests, and working creatively to resolve issues. Your expertise and passion for customer service will enable you to deliver a "human-first" experience, ensuring that our clients receive timely and accurate support through various channels, including chat, email, phone, and our proprietary tools. Key Responsibilities Collaborate with clients to answer how-to questions and investigate issues related to our products and services Deliver a "human-first" experience, providing timely and accurate support through various channels Become a subject matter expert in blithequark products, both at a technical and client use-case level Identify opportunities to help clients maximize their value from blithequark, seeking ways to work smarter and delight clients Work with leadership to improve organizational efficiencies, sharing feedback and insights to enhance team performance and drive client value Collaborate with cross-functional teams, including Sales, Onboarding, Account Management, and Maintenance, to increase client engagement and contribute to long-term client retention Essential Qualifications To succeed in this role, you should have: A Bachelor's degree in a relevant field At least 2 years of experience providing Software as a Service (SaaS) customer support to businesses, with a proven track record of impacting clients positively Demonstrated expertise in supporting online software or SaaS products, with IT experience a plus Experience building best practices focused on support quality and efficiencies, possibly as a Subject Matter Expert (SME), Mentor, or Leader Ability to adapt to working independently and in ambiguity, while contributing to a strong team environment Strong examples of prioritizing high-impact/ high-value work among competing needs or requests Familiarity with fundamental web technologies (e.g., HTML, CSS, JSON, and JavaScript) Experience navigating and working with multiple support platforms (e.g., Zendesk, Freshdesk, Service Cloud, ServiceNow, LiveAgent, Radio, Salesforce, Twilio, etc.) Preferred Qualifications While not required, the following qualifications are preferred: Experience working in a fast-paced, dynamic environment with a strong focus on customer satisfaction Knowledge of industry trends and emerging technologies Certifications or training in customer support, sales, or a related field Fluency in multiple languages Skills and Competencies To excel in this role, you should possess: Client Fixation: a passion for engaging clients and finding solutions to their challenges Curiosity: a willingness to ask questions, learn, and grow Ownership: a proactive approach to setting high standards and taking responsibility for your work and team performance Flexibility: the ability to thrive in a unique environment with changing client needs and priorities Communication: excellent verbal and written communication skills, with the ability to clarify complex issues and prioritize tasks effectively Career Growth and Learning Benefits At blithequark, we are committed to the growth and development of our team members. As a Senior Product Support Specialist, you will have access to: Comprehensive training and onboarding programs Ongoing coaching and feedback to enhance your skills and performance Opportunities for career advancement and professional growth Access to industry conferences, workshops, and webinars A culture that encourages innovation, creativity, and experimentation Work Environment and Company Culture Our company culture is built on the values of Client Fixated, Be a Leader, Zero Ego, and Relax. We strive to create a work environment that is: Collaborative: we work together as a team to achieve common goals Dynamic: we are adaptable and responsive to changing client needs and market trends Inclusive: we value diversity and promote a culture of respect and empathy Fun: we believe in enjoying our work and having a good time while doing it Compensation, Perks, and Benefits We offer a competitive hourly rate of $25, as well as a range of benefits, including: 401(k) retirement plan Comprehensive medical, dental, vision, and parental leave benefits Open and transparent culture Excellent opportunities for career growth and advancement On-site gym at our HQ with local professional trainers Bi-weekly free lunch on-site, monthly blithequark credit if you're remote Unlimited PTO (with the understanding that collaboration with your manager and team will be essential to ensure appropriate client coverage) Many other perks and benefits Conclusion If you are a motivated and creative individual who is passionate about delivering exceptional customer experiences, we invite you to join our team at blithequark as a Senior Product Support Specialist. With a competitive hourly rate, comprehensive benefits, and opportunities for career growth and development, this is an exciting opportunity to take your career to the next level. Apply now to become a part of our dynamic and innovative team!