Experienced Customer Support Executive (100% Remote) – Sales Communication Platform
Are you a customer-centric professional with a passion for delivering exceptional support experiences? Do you thrive in fast-paced, remote environments where collaboration and autonomy are key? If so, we invite you to join our dynamic team at blithequark as a Customer Support Executive. As a key member of our global support team, you will play a vital role in helping our customers succeed with our innovative sales communication platform.
About blithequark
At blithequark, we're revolutionizing the sales communication landscape by building a platform that eliminates manual processes and empowers companies to close more deals – faster. Since our founding in 2013, we've grown into a profitable, 100% globally distributed team of over 60 high-performing, happy individuals who are dedicated to crafting a product our customers love. Our team has been working remotely for over 7 years, and we're proud to offer a unique work environment that values trust, autonomy, and work-life harmony.
Your Role
As a Customer Support Executive, you will be responsible for handling general support emails and taking support calls during ET/CT/MT/PT business hours. This role requires a high level of independence and immediate responsibility, with a focus on managing the support ticket queue and leading individual projects/initiatives outside of the queue as needed. You will be reporting to the Manager of Customer Support, Joseph Sterner, and will be part of a small, talented team that is supported in their efforts to grow professionally.
Responsibilities
* Respond to customer support tickets and take support calls during ET/CT/MT/PT business hours
- Escalate issues to senior support staff and engineering as needed
- Conduct fraud prevention and detection
- Perform billing reconciliation
- Write bug reports
- Coordinate with Success to provide extra support to large customers
- Maintain help center documentation and create content for new/updated features
Requirements
* Physically based in the Pacific or Mountain time zones (PST or MST)
- High-level of proficiency in the English language, both written and verbal
- Experience working in a remote capacity
- 2 years of experience working in a customer-facing role (sales, support, hospitality, etc.)
Nice to Haves
* Direct support experience
- Technical/coding experience (including VoIP, email, network management, APIs, etc.)
- Deep knowledge of SaaS + CRM landscape (experienced user of other sales platforms or programs frequently integrated with blithequark)
Tools We Use
* Help Scout
- Sift
- Stripe
- Twilio
- Plivo
- Guru
- Asana
Why Work With Us?
* Culture video: [link]
- 100% remote company (we believe in trust and autonomy)
- Choose between working 5 days/week (standard full-time) or 4 days/week @ 80% pay
- Annual team retreats
- Quarterly virtual summits
- 5 weeks PTO + Winter Holiday Break
- 2 additional PTO days every year with the company
- 1 month paid sabbatical every 5 years
- Co-working stipend
- Revenue Share (after 1 year)
- Paid parental leave
- Medical, Dental, Vision with HSA option (US residents)
- 401k matching at 6% (US residents)
- Dependent care FSA (US residents)
- Contributor to Stripe's climate initiative
Our Story and Team
At blithequark, everyone has a voice. We encourage transparency and practice a mature approach to the workplace. In general, we don’t have strict policies, we have guidelines. Work/Life harmony is an important part of our business – we believe you bring your best to work when you practice self-care (whatever that looks like for you). We come from 16 countries located in 5 of the 7 continents. We’re a collection of talented humans rich in diverse backgrounds, lifestyles, and cultures. Every year we meet up somewhere around the world to spend time with one another. These gatherings are an opportunity to strengthen the social fiber of our global community.
Application Process
Our application process was designed to promote equitable and unbiased hiring practices. We ask a small series of questions that are similar to what would be asked in the first interview. This helps us learn more about you right from the start, so please be sure to answer each question thoughtfully. Each application will receive two screens by two different reviewers. Regardless of fit, you will hear back from us letting you know if we'll be moving forward.
Apply Now
If you're a motivated and customer-focused individual who is passionate about delivering exceptional support experiences, we invite you to apply for this exciting opportunity. Please visit our application page to learn more and submit your application: [link] Apply For This Job Apply for this job