Experienced Customer Support Specialist - SaaS Platform Expertise & Exceptional User Experience

Join blithequark: Revolutionizing Career Services and Unlocking Human Potential At blithequark, we're driven by a bold mission to empower individuals to realize their full potential by transforming access to career services. Our innovative All-In-One Virtual Career Center is redefining the landscape of career readiness and student outcomes across a diverse range of institutions. As a fully remote organization with a passion for collaboration and a people-first culture, we're seeking a talented Customer Support Specialist to join our dynamic team. About blithequark and Our Industry blithequark is at the forefront of a revolution in career services, harnessing the power of technology to bridge the gap between education and employment. Our platform is used by renowned institutions such as UCLA, MIT, and Baton Rouge Community College, underscoring our commitment to making a meaningful impact. Backed by leading technology investors, including Growth Street Partners, Strada Education, and LearnLaunch, we're poised for continued growth and innovation. The Role: Customer Support Specialist (Contractor) As a Customer Support Specialist at blithequark, you will be the cornerstone of our customer experience, delivering exceptional support to our users and driving continuous improvement in our product and support processes. This 6-month contract position offers the potential for extension or conversion to a permanent role based on performance and company needs. Key Responsibilities Provide top-tier email support to blithequark customers via our internal ticket queue, ensuring timely and effective resolutions. Address general inquiries, configure platform settings, and set up integrations on behalf of clients, fostering a seamless user experience. Troubleshoot complex issues, escalating them to relevant functional teams or account owners as needed, and driving issue resolution. Configure fields in the admin console of our SaaS product, including DNS, single-sign on (SSO) issues, and manage .csv imports, demonstrating technical expertise. Maintain high standards for response and resolution times, prioritizing user satisfaction and driving continuous improvement. Collaborate with the Support Team to share trends, insights, and best practices, enhancing the overall user experience. Review and refine documentation, identifying opportunities for additional internal and external, client-facing documentation. Uphold a standard level of excellence in response times, resolution times, and the quality of the client support experience. You'll be handling a moderate volume of tickets, approximately 30-40 per day, and will be expected to manage your workload efficiently to meet the demands of the role. Essential Qualifications and Skills Excellent verbal and written communication skills, with the ability to craft clear, concise, and empathetic responses. Strong help desk skills, with a proven track record of resolving user issues promptly and efficiently. High attention to detail and the ability to "read between the lines" of customer requests, providing personalized support. Experience configuring fields in an admin console within a SaaS product, with a strong understanding of DNS, SSO, .csv imports, and spreadsheets. Ability to work independently and as part of a team, demonstrating flexibility and a collaborative mindset. A willingness to learn and ask questions, driving continuous growth and improvement. A regular schedule Monday through Friday, ensuring consistent support and coverage. Preferred Qualifications and Skills Familiarity with HubSpot Service Queue or similar support platforms, enhancing your ability to navigate our support ecosystem. Knowledge of WordPress or previous experience using blithequark's platform, providing a deeper understanding of our product and its applications. Previous experience in an Enterprise SaaS Customer Support team, bringing valuable insights and expertise to the role. What We Offer At blithequark, we prioritize our people, recognizing that a motivated and incentivized team is critical to our success. We offer competitive compensation, including participation in a generous employee equity stock option program, a wide range of employee benefits, and a commitment to being an equal opportunity employer. Compensation and Benefits We're offering a competitive hourly rate of $30-$40, reflecting the value we place on your skills and experience. Our comprehensive benefits package includes: Generous employee equity stock option program, aligning your interests with our company's growth and success. A wide range of employee benefits, designed to support your well-being and financial security. Opportunities for professional growth and development, as we continue to innovate and expand our offerings. Why Join blithequark? By joining blithequark, you'll become part of a dynamic team that's shaping the future of career services. You'll enjoy: A collaborative, people-first culture that prioritizes your growth and well-being. Opportunities for career advancement and professional development, as we continue to evolve and expand. A flexible, fully remote work environment that allows you to work from your ideal location. A chance to make a meaningful impact, driving positive change in the lives of individuals and institutions. Our Commitment to Diversity and Inclusion blithequark is proud to be an equal opportunity employer, committed to maintaining a diverse and inclusive work environment. We welcome applicants from all backgrounds and perspectives, recognizing that a diverse team is essential to our success. If you're passionate about delivering exceptional customer support, driving continuous improvement, and making a meaningful impact, we encourage you to apply for this exciting opportunity. Even if you're not sure you're the perfect fit, we invite you to start a conversation with us - simply use the subject line "General Interest" and we'll be in touch. Don't miss this chance to join a team that's revolutionizing the world of career services. Apply now and become part of our mission to empower individuals to realize their full potential! Apply for this job