Welcome to blithequark
At blithequark, we are a team of passionate and dedicated 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 the Role
At blithequark, our customers and their businesses are at the heart of everything we do. As a Customer Support Specialist I, you’ll play a critical role in delivering world-class service, providing guidance, and helping small businesses and non-profits maximize the value of our digital marketing product suite. This is a 100% remote position, offering the flexibility and autonomy to work from the comfort of your own space. With an hourly rate beginning at $19/hr and performance-based increases available within the first year, this is an exciting opportunity to join a dynamic team and make a real difference in the lives of our customers.
Position Summary
As a Customer Support Specialist I at blithequark, you will provide expert-level support in a fast-paced, metrics-driven environment. This is not an entry-level role – we are seeking experienced customer support professionals who bring strong de-escalation skills, a proactive approach to customer retention, and a customer-first attitude. You’ll serve as a trusted advisor to our users, ensuring their inquiries are resolved and their success is supported through your communication, critical thinking, and technical fluency.
Key Responsibilities
- Deliver Exceptional Service: Handle inbound customer interactions via phone with professionalism, clarity, and empathy, ensuring that every customer feels valued and supported.
- Technical and Account Troubleshooting: Use available tools (e.g., Salesforce, Five9) to diagnose and resolve issues efficiently, providing timely and effective solutions to our customers.
- Customer Retention: Apply preventative retention techniques by understanding root causes and offering appropriate resolutions, ensuring that our customers remain satisfied and loyal to our brand.
- Product Guidance: Educate users on product functionality, marketing best practices, and help center tools to support long-term success, empowering them to get the most out of our digital marketing product suite.
- Escalation Management: Identify critical issues requiring escalation and work cross-functionally to resolve them swiftly, ensuring that our customers receive the support they need in a timely and efficient manner.
- Documentation: Accurately document all customer interactions and actions taken in Salesforce, maintaining detailed and up-to-date records of our customer interactions.
- Remote Work Protocol: Adhere to a consistent work schedule, including two 15-minute breaks and one 30-minute lunch, ensuring that you remain focused and productive throughout the day.
- Team Collaboration: Actively participate in team communication via Slack and internal tools, ensuring visibility and alignment with your colleagues and the wider team.
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, with a proven track record of delivering exceptional customer service.
- KPI Familiarity: Comfortable working in a performance-based environment, familiar with metrics such as AHT, CSAT, QA, and FCR, and able to use data to drive decision-making and improve performance.
- Tech Proficiency: Experience with Salesforce, Five9, and general troubleshooting of online tools or platforms, with the ability to quickly learn and adapt to new technologies.
- Social Media Savvy: Familiarity with social media platforms and how they can relate to small business marketing, with the ability to provide guidance and support to our customers on social media best practices.
- Customer De-Escalation Skills: Proven success in handling challenging conversations with empathy and professionalism, with the ability to remain calm and composed under pressure.
- Remote Readiness: Must have stable internet and a quiet, distraction-free workspace to ensure optimal performance, with the ability to work independently and manage your time effectively.
- Customer-First Mentality: Deep commitment to solving customer issues with empathy, urgency, and care, with a customer-centric approach to every interaction.
- Retention-Focused: Ability to understand customer needs and proactively provide solutions that build loyalty, with a focus on delivering long-term value to our customers.
Preferred Attributes
- Passion for helping small businesses grow and succeed, with a genuine interest in the digital marketing industry.
- Strong communication and active listening skills, with the ability to articulate complex ideas in a clear and concise manner.
- Ability to remain organized and focused while multitasking, with the ability to prioritize tasks and manage your time effectively.
- Self-starter who thrives in a remote environment with minimal supervision, with the ability to work independently and manage your time effectively.
- Adaptable to change and eager to learn in a fast-paced setting, with a willingness to learn and grow with our team.
Career Growth and Development
At blithequark, we are committed to the growth and development of our team members. We offer a range of training and development opportunities, including onboarding programs, mentorship schemes, and ongoing training and support. We encourage our team members to learn different aspects of the business, take on stretch assignments, and seek coaching opportunities and professional development opportunities. With a focus on career growth and development, we help our team members to achieve their full potential and succeed in their careers.
Work Environment and Company Culture
At blithequark, we celebrate one another’s differences and are proud of our culture of diversity and inclusion. We have programs in place that bring us together on important issues and provide educational opportunities for all employees. We are a dynamic and fast-paced team, with a focus on collaboration, innovation, and creativity. We offer a range of perks and benefits, including a generous paid time off policy, a competitive benefits package, and a range of social and networking events. With a focus on work-life balance, we help our team members to achieve their personal and professional goals.
Compensation and Benefits
We offer a competitive compensation package, including an hourly rate beginning at $19/hr and performance-based increases available within the first year. We also offer a range of benefits, including health and welfare benefits, paid leave, and a generous paid time off policy. With a focus on rewarding our team members for their hard work and dedication, we offer a range of perks and benefits that recognize and reward their contributions to our team.
Conclusion
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. With a focus on career growth and development, a dynamic and inclusive company culture, and a range of perks and benefits, we offer a unique and rewarding opportunity to join our team and make a real difference in the lives of our customers. Apply now to become a part of our team and start your journey with blithequark today!
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