Dedicated and Results-Driven Customer Support Executive for a Fast-Growing B2B SaaS Company – blithequark

Introduction to blithequark

blithequark is a pioneering B2B SaaS company on a mission to revolutionize the way businesses operate by making them verifiable in real-time. Our innovative global asset verification platform empowers auditors to deliver high-quality financial audits, enabling businesses to create greater value for all economic stakeholders. With a prestigious customer base that includes big four accountancy firms and global banks, we are poised for rapid growth and expansion. As a remote-first business, we are committed to fostering a culture of autonomy, flexibility, and collaboration, allowing our team members to thrive in a dynamic and supportive environment.

About the Role

We are seeking a highly skilled and dedicated Customer Support Executive to join our team, providing exceptional support to our US customer base. As a key member of our global team, you will be responsible for managing customer inquiries, delivering outstanding support related to our audit platform, and ensuring seamless customer experiences. This role requires a unique blend of technical expertise, communication skills, and a passion for helping customers succeed. If you are a motivated and detail-oriented individual with a strong background in customer support, preferably in the fintech or audit industry, we encourage you to apply for this exciting opportunity.

Key Responsibilities

In this critical role, you will be responsible for:

• Responding to customer inquiries via email, phone, and live chat in a timely and professional manner, ensuring prompt resolution of customer issues and concerns.
• Providing accurate information about the platform features, functionality, and troubleshooting steps, leveraging your technical expertise to deliver exceptional customer support.
• Assisting customers in navigating and using the platform effectively, ensuring they maximize the benefits of our audit platform.
• Resolving customer complaints and issues efficiently, escalating to higher-level support when necessary, and maintaining a high level of customer satisfaction and loyalty.

Technical Assistance

In addition to customer support, you will also be responsible for:

• Troubleshooting technical problems and guiding customers through resolutions, utilizing your technical expertise to resolve complex issues.
• Collaborating with the technical team to address and resolve complex technical issues, ensuring seamless communication and effective problem-solving.
• Maintaining up-to-date knowledge of the audit platform, including new features and updates, to deliver exceptional customer support and stay ahead of the curve.

Customer Education

To ensure our customers get the most out of our platform, you will:

• Conduct product demonstrations and training sessions for customers, showcasing the features and benefits of our audit platform.
• Create and update support documentation, FAQs, and guides to enhance customer self-service capabilities and reduce support queries.
• Gather customer feedback and provide insights to the product development team for continuous improvement, ensuring our platform meets the evolving needs of our customers.

Relationship Management

Building strong relationships with our customers is critical to our success, and you will:

• Build and maintain strong relationships with customers, ensuring high levels of customer satisfaction and loyalty.
• Proactively follow up with customers to ensure their issues are resolved and they are satisfied with the platform, demonstrating our commitment to exceptional customer support.

Reporting and Analysis

To ensure we continually improve our customer support, you will:

• Track and document customer interactions, issues, and resolutions in the customer support system, maintaining accurate records and metrics.
• Analyze support data to identify trends and areas for improvement, providing actionable insights to inform our customer support strategy.
• Prepare regular reports on customer support metrics and performance, ensuring transparency and accountability.

Candidate Requirements

To be successful in this role, you will need:

• A Bachelor's Degree or equivalent, demonstrating your academic achievements and foundation for success.
• 2+ years of experience in customer support, preferably in the fintech or audit industry, showcasing your expertise and understanding of customer needs.
• Experience supporting a SAAS platform, highlighting your technical skills and ability to adapt to new technologies.
• Excellent verbal and written communication skills, enabling you to effectively communicate with customers, colleagues, and stakeholders.
• Ability to troubleshoot and solve technical problems, leveraging your analytical skills and technical expertise.
• Proficiency in using customer support software and tools (Intercom a plus), demonstrating your ability to utilize technology to enhance customer support.
• Strong organizational and multitasking skills, allowing you to prioritize tasks, manage multiple projects, and meet deadlines.
• Ability to work independently and as part of a team, showcasing your flexibility, adaptability, and collaborative spirit.
• High level of empathy and customer service orientation, demonstrating your commitment to delivering exceptional customer experiences.
• An interest or experience in Fintech/Financial Services would be a bonus, highlighting your passion for the industry and potential for growth.

What We Offer

At blithequark, we are committed to providing a supportive and inclusive work environment that fosters growth, development, and success. As a valued member of our team, you can expect:

• A competitive salary, recognizing your skills, experience, and contributions to our organization.
• A small team with a friendly environment that promotes autonomy, allowing you to self-manage your time and work independently.
• Remote-working and flexible working hours, enabling you to balance your work and personal life, and maintain a healthy work-life balance.
• Great opportunity for career progression with hands-on experience, providing you with the skills, knowledge, and expertise to advance your career.
• Freedom of expression is encouraged, allowing you to share your ideas, insights, and perspectives, and contribute to our innovative and dynamic culture.

Conclusion

If you are a motivated and results-driven customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a key member of our team, you will play a critical role in delivering exceptional customer support, driving business growth, and contributing to our mission to make business verifiable in real-time. Join our dynamic and supportive team, and take the first step towards an exciting and rewarding career with blithequark. Apply now and discover the opportunities and challenges that await you in this fast-paced and innovative industry.