Experienced Customer Support Specialist I – Delivering World-Class Service and Empowering Small Businesses to Succeed

Welcome to blithequark At blithequark, we are a team of passionate and dedicated individuals who are driven by a shared mission to empower small businesses, entrepreneurs, non-profits, and individuals to succeed in the digital landscape. We believe that everyone deserves the opportunity to pursue their dreams, and we are committed to providing the tools, support, and expertise needed to make that happen. As a leader in the industry, we are constantly innovating and improving our products and services to meet the evolving needs of our customers. Our company culture is built on the values of ownership, integrity, and courage. We encourage our team members to take ownership of their work, to operate with integrity, and to have the courage to try new things and take calculated risks. We believe that this mindset is essential to driving innovation, growth, and success, and we are looking for like-minded individuals to join our team. About the Role We are seeking an experienced Customer Support Specialist I to join our team at blithequark. As a Customer Support Specialist I, you will play a critical role in delivering world-class service to our customers, providing guidance and support to help them maximize the value of our digital marketing product suite. This is a 100% remote position, starting September 8th, with an hourly rate beginning at $19/hr, and performance-based increases available within the first year. Our hours of operation are Monday-Friday 8:00 AM - 8:00 PM EST and Saturdays 10:00 AM - 6:00 PM EST. As a Customer Support Specialist I, you will be expected to work a consistent schedule, including two 15-minute breaks and one 30-minute lunch, and to adhere to our remote work protocol. 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 will 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. Technical and Account Troubleshooting: Use available tools (e.g., Salesforce, Five9) to diagnose and resolve issues efficiently. Customer Retention: Apply preventative retention techniques by understanding root causes and offering appropriate resolutions. Product Guidance: Educate users on product functionality, marketing best practices, and help center tools to support long-term success. Escalation Management: Identify critical issues requiring escalation and work cross-functionally to resolve them swiftly. Documentation: Accurately document all customer interactions and actions taken in Salesforce. Remote Work Protocol: Adhere to a consistent work schedule, including two 15-minute breaks and one 30-minute lunch. Team Collaboration: Actively participate in team communication via Slack and internal tools to ensure visibility and alignment. 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. KPI Familiarity: Comfortable working in a performance-based environment, familiar with metrics such as AHT, CSAT, QA, and FCR. Tech Proficiency: Experience with Salesforce, Five9, and general troubleshooting of online tools or platforms. Social Media Savvy: Familiarity with social media platforms and how they can relate to small business marketing. Customer De-Escalation Skills: Proven success in handling challenging conversations with empathy and professionalism. Remote Readiness: Must have stable internet and a quiet, distraction-free workspace to ensure optimal performance. Customer-First Mentality: Deep commitment to solving customer issues with empathy, urgency, and care. Retention-Focused: Ability to understand customer needs and proactively provide solutions that build loyalty. Preferred Attributes Passion for helping small businesses grow. Strong communication and active listening skills. Ability to remain organized and focused while multitasking. Self-starter who thrives in a remote environment with minimal supervision. Adaptable to change and eager to learn in a fast-paced setting. Career Growth Opportunities and Learning Benefits 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, and career advancement opportunities. Our goal is to help our team members build the skills and expertise they need to succeed in their roles and to advance their careers. We also offer a range of benefits, including health and welfare benefits, paid leave, and a competitive compensation package. We believe that our team members are our most valuable asset, and we are committed to providing them with the support and resources they need to thrive. Work Environment and Company Culture At blithequark, we are proud of our culture of diversity and inclusion. We celebrate our differences and believe that they are a key factor in our success. We are committed to creating a work environment that is welcoming, inclusive, and supportive of all team members. We also believe in the importance of work-life balance and offer a range of benefits and programs to support our team members in achieving this balance. From flexible working hours to wellness programs, we are committed to helping our team members thrive both in and out of the workplace. Compensation, Perks, and Benefits We offer a competitive compensation package, including an hourly rate beginning at $19/hr, with 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. In addition to our compensation and benefits package, we also offer a range of perks and programs to support our team members in their roles. From professional development opportunities to social events, we are committed to creating a work environment that is engaging, supportive, and fun. Conclusion If you are a motivated and experienced customer support professional who is passionate about delivering world-class service and empowering small businesses to succeed, we want to hear from you. At blithequark, we are committed to creating a work environment that is welcoming, inclusive, and supportive of all team members, and we are excited to welcome new members to our team. Don't miss this opportunity to join a dynamic and growing company that is making a real difference in the lives of small businesses and entrepreneurs. Apply today to become a part of the blithequark team and start your journey to a rewarding and challenging career in customer support.