Senior Customer Support Representative – Technical Expert and Customer Advocate for blithequark's Rapidly Growing Team

Introduction to blithequark blithequark is a pioneering force in the industry, driven by a mission to deliver innovative solutions that transform the way businesses interact with their customers. With a strong foundation built on best practices and a commitment to compliance, blithequark has established itself as a leader in providing impactful conversational messaging and convenient payment solutions. As we continue to experience rapid growth, we are seeking a highly skilled and dedicated Senior Customer Support Representative to join our team. Job Overview In this critical role, you will serve as a consultative text and payment support expert, providing top-notch assistance to our valued customers. As a senior representative, you will be responsible for handling high-priority inbound customer requests, collaborating with technical partners to resolve complex issues, and ensuring adherence to service level agreements (SLA). Your exceptional problem-solving skills, attention to detail, and passion for delivering outstanding customer experiences will make you an invaluable asset to our team. Key Responsibilities Resolve complex inbound customer support and technical questions, requests, and issues in a fast-paced environment Deliver expert knowledge and technical consulting via phone, email, chat, and webinar channels, ensuring seamless customer interactions Develop an in-depth understanding of blithequark's products, structures, workflows, and platform features to provide authoritative support Take ownership and accountability of customer requests, contributing to a high level of customer satisfaction (CSAT) Manage customer escalations with persistence and urgency, ensuring timely and effective resolutions Utilize available tools and operational processes in accordance with blithequark's policies, procedures, and SLA's to drive efficiency and excellence Maintain accurate and detailed records of customer interactions, action items, and file documentation to ensure transparency and accountability Collaborate with management to effectively train and mentor junior staff members, sharing knowledge and expertise to enhance team performance Compliance and Regulatory Responsibilities As a Senior Customer Support Representative, you will play a vital role in promoting compliant texting practices, ensuring adherence to industry regulations, and upholding blithequark's Code of Conduct/Ethics. Your responsibilities will include: Identifying non-conforming processes and promoting best practices in compliance with customers Staying current on industry regulations, including FDCPA, TCPA, CTIA, and other relevant requirements Ensuring the security of information and maintaining confidentiality in all matters pertaining to company, client, and consumer information Essential Qualifications and Experience To succeed in this role, you will need: 3+ years of applicable Senior Customer Support experience working in a technical or Software-as-a-Service (SaaS) support or success capacity Experience managing higher complexity, larger customer requests in a fast-paced environment Proven analytical and problem-solving skills, with the ability to think critically and creatively Excellent detail-oriented, organizational, and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously Ability to listen and collaboratively problem-solve, with a passion for increasing customer happiness and deepening customer relationships Proficient in working with Microsoft Office and Zoom phone/webinars, with experience in Postman and SoapUI a plus Bachelor's degree preferred, with a strong focus on customer-centricity and adaptability to different personality types and situations Preferred Qualifications and Skills While not required, the following qualifications and skills are highly desirable: Experience with texting and/or payment solutions, with a deep understanding of the industry and its regulatory landscape Familiarity with HubSpot, Salesforce, and Jira, with the ability to quickly learn and adapt to new technologies and systems Strong verbal and written communication skills, with the ability to project a professional and appropriate image in all dealings with clients, vendors, business partners, and visitors Career Growth and Development Opportunities At blithequark, we are committed to fostering a culture of growth, learning, and development. As a Senior Customer Support Representative, you will have access to: Comprehensive training and onboarding programs to ensure your success in the role Ongoing coaching and mentoring to enhance your skills and knowledge Opportunities for career advancement and professional growth within the company A collaborative and dynamic work environment that encourages innovation, creativity, and teamwork Work Environment and Company Culture blithequark is dedicated to creating a positive, inclusive, and supportive work environment that values diversity, equity, and inclusion. Our company culture is built on the principles of: Respect and empathy for our customers, colleagues, and community A commitment to excellence, innovation, and continuous improvement A focus on teamwork, collaboration, and open communication A passion for making a positive impact and driving meaningful change Compensation, Perks, and Benefits blithequark offers a competitive compensation package, including a salary range that reflects your experience and qualifications. You will also be eligible for a range of perks and benefits, including: Comprehensive health, dental, and vision insurance 401(k) matching and retirement savings plan Paid time off, holidays, and flexible work arrangements Professional development opportunities and education assistance Access to cutting-edge technologies and tools Conclusion If you are a motivated, customer-focused, and technically savvy individual who is passionate about delivering exceptional support experiences, we encourage you to apply for this exciting opportunity. As a Senior Customer Support Representative at blithequark, you will be part of a dynamic team that is shaping the future of conversational messaging and payment solutions. Join us on our mission to make a positive impact and drive meaningful change in the industry. Apply now to take the first step in your journey with blithequark!