Senior Customer Support Specialist – Empowering Software Sellers at blithequark

Are you passionate about delivering exceptional customer support and empowering software sellers to grow their businesses? Do you thrive in a dynamic environment where no two days are the same? If so, we want to hear from you! blithequark is seeking a seasoned Senior Customer Support Specialist to join our growing team of experts who are dedicated to providing top-notch support to our clients.

About blithequark

blithequark is a digital product company that offers a revolutionary approach to payment infrastructure. We're a Merchant of Record for our customers, taking away the pain of payment fragmentation and providing a faster, safer, and cheaper solution. With backing from top investors like KKR, FTV Capital, Kindred, Notion, and 83North, we serve over 5000 software sellers in 245 territories globally. Our mission is to empower software sellers to focus on what they do best – building great products – while we handle the complexities of payment infrastructure.

The Role

As a Senior Customer Support Specialist at blithequark, you'll be part of a global team of experts who are passionate about delivering exceptional customer support. You'll work closely with our software clients, providing top-notch support, cultivating strong customer satisfaction, and ensuring we deliver effective and supportive customer interactions. You'll be the voice of our customers, helping us to understand their needs and pain points, and working with our internal teams to resolve issues and improve our products.

Key Responsibilities

* Respond to and resolve customer queries through all our channels (including email, chat, and Twitter), empowering our customers to get the most out of blithequark and grow their businesses

• Drive our Product Feedback program to advocate for our software sellers and improve blithequark by incorporating user feedback
• Increase customer satisfaction and build loyalty by providing amazing, personal customer support
• Help to develop our team and blithequark through contributions to our Knowledge Bases, FAQs, Developer Documentation, and innovating on existing processes, as well as identifying inefficiencies in existing support workflows
• Escalate critical support issues to the appropriate internal channels, and support system-wide status updates

Essential Qualifications

* 2+ years of experience in online customer support (B2C/B2B), preferably supporting a SaaS product

• Proficient English speaker
• Basic knowledge of HTML, CSS, and JavaScript, and experience using browser developer tools to investigate issues with seller's implementations
• Experience using and testing APIs, as well as giving customer support on API-related queries
• Comfortable making basic SQL queries
• Used to working remotely and highly organized in communicating with teams across different time zones (GMT, AEST, EST)
• Enjoy interacting with and helping people, and seek to empower and educate our customers
• Bring solutions to the table, not just problems
• Share experiences and feedback with others in order to build your skills
• Continuously seek to improve, rather than settling for the current state
• Comfortable communicating and discussing technical concepts with both technical and non-technical audiences
• Investigative mindset and like to think out of the box

Preferred Qualifications

* Experience working for a B2B SaaS company, ideally offering customer support to other software companies

• Thrive in a dynamic environment and can adapt to evolving priorities. We value agility and decisive action, even when not all variables are known

Why Join blithequark?

* We're a diverse, growing group of Paddlers across the globe who pride ourselves on our transparent, collaborative, and respectful culture

• We live and breathe our values, which are:

+ Paddle for others + Paddle together + Paddle simply

• We offer a full suite of benefits, including attractive salaries, stock options, retirement plans, private healthcare, and well-being initiatives
• We're a 'digital-first' company, which means you can work remotely, from one of our stylish hubs, or even a bit of both!
• We offer unlimited holidays and enhanced parental leave
• We invest in learning and will help you with your personal development via constant exposure to new challenges, an annual learning fund, and regular internal and external training

Everyone is Welcome at blithequark

At blithequark, we're committed to removing invisible barriers, both for our customers and within our own teams. We recognize and celebrate that every Paddler is unique, and we welcome every individual perspective. As an inclusive employer, we don't care if, or where, you studied, what you look like, or where you're from. We're more interested in your craft, curiosity, passion for learning, and what you'll add to our culture. We encourage you to apply even if you don't match every part of the job ad, especially if you're part of an underrepresented group.

Let's Grow Together

If you're passionate about delivering exceptional customer support and empowering software sellers to grow their businesses, we want to hear from you! Apply now to join our growing team of experts at blithequark. Apply for this job