Experienced Customer Support Representative II – Global Operations and Customer Success

Are you a customer-centric professional with a passion for delivering exceptional support experiences? Do you thrive in a dynamic, innovative environment where collaboration and continuous learning are encouraged? If so, we invite you to join blithequark, a leading SaaS company dedicated to empowering property managers with intuitive, powerful tools to streamline their communications, operations, and growth.

About blithequark

blithequark is a high-growth, entrepreneurial company that has revolutionized the property management industry with its comprehensive CRM, operations and maintenance workflow automation, and centralized communication platform. Founded in 2013, our mission is to tame small business chaos by providing innovative solutions that enable property managers to efficiently manage their properties, improve tenant satisfaction, and drive growth. With a focus on delivering full solutions through software, integrations, content, and partnerships, blithequark is committed to supporting property managers every step of the way.

Our Culture

At blithequark, we foster a culture of transparency, open communication, and collaboration. Our team is composed of seasoned leaders from SaaS, property management, and real estate businesses with significant high-growth company experience. We value employee growth and development, offering a supportive and dynamic work environment that encourages continuous learning and skill enhancement. If you're driven by making a positive impact on people's lives and want to support our mission, we'd love to hear from you.

Role Summary

As an Experienced Customer Support Representative II, you will play a critical role in assisting customers by providing advanced technical support on issues escalated by the Customer Support Representative I team. Your focus will be on troubleshooting and resolving complex issues to increase customers' interaction with the product, ultimately driving full adoption. You will be expected to:

• Handle customer issues independently by 90 days, with a goal of resolving 75% of tickets autonomously
• Respond to customer inquiries and own the outcome, demonstrating a customer-centric approach
• Contribute equally to workload responsibilities, handling an equal amount of work dispersed amongst the team
• Maintain a high CSAT score of 96.0%, embodying our core value of customer obsession
• Collaborate with technical teams to resolve complex issues and provide consultative expertise to clients

A Day in the Life

As a Customer Support Representative II, you will:

• Cultivate strong and enduring relationships with clients across all levels through professional communication, fostering loyalty
• Demonstrate adeptness in addressing client inquiries and concerns with the utmost professionalism, respect, and courtesy
• Possess a deep understanding of blithequark's capabilities, effectively communicating this to clients in an engaging manner for accurate internal handoffs
• Embody emotional maturity, owning the outcome, and proactively seeking solutions

Perks and Benefits

We offer a range of perks and benefits to support your well-being and career growth, including:

• 8 Company Holidays + Week off at Christmas
• Unlimited PTO
• 1 Volunteer day with the organization of your choice
• Birthday lunch on us
• Monthly Healthcare Allowance
• Monthly WFH Allowance
• Yearly Vacation Allowance
• Fun and outcome-driven work environment with a smart, hard-working team
• Location independence
• Mission-driven company and values-based culture

Requirements

To succeed in this role, you will need:

• Proficiency in troubleshooting Tier 2 support issues and effectively communicating with technical teams
• Ability to learn new technology quickly
• Excellent communication and problem-solving skills
• Proactive approach to seeking solutions and owning the outcome
• Emotional maturity and a "can-do" attitude
• 2-5 years of experience in B2B SaaS, preferably in a customer support role
• Ability to work in North America time zones

What We Offer

We're a dynamic and innovative team that values collaboration, continuous learning, and employee growth. We offer a competitive salary, comprehensive benefits, and a range of perks to support your well-being and career development. If you're a customer-centric professional with a passion for delivering exceptional support experiences, we invite you to join our team and make a positive impact on people's lives.

How to Apply

If you're ready to take your customer support career to the next level, please submit your application, including your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you!

Note

We are only accepting applications outside of the US that can work in North America time zones. Selected candidates may have written assessments and multiple interviews with different people. We'll do whatever it takes to get the right person in the right seat.

Join Our Team

At blithequark, we're passionate about delivering exceptional support experiences that drive customer success. If you share our values and are committed to making a positive impact on people's lives, we invite you to join our team and make music together. Apply for this job