Experienced Remote Chat Support Specialist – Delivering Exceptional Customer Experiences through Empathetic and Solution-Oriented Communication

Introduction to blithequark

At blithequark, we are passionate about creating exceptional customer experiences that exceed expectations and foster long-term loyalty. As a leader in the industry, we are committed to delivering fast, accurate, and empathetic resolutions to our customers' inquiries and concerns. We believe that our customers are at the heart of everything we do, and we are dedicated to providing them with the best possible support through our remote chat support services.

Job Summary

We are seeking highly skilled and customer-obsessed Remote Chat Support Specialists to join our team at blithequark. As a Remote Chat Support Specialist, you will be the first point of contact for our customers who reach out to us via live chat and messaging channels. You will troubleshoot orders, shipping, returns, product questions, payments, and account issues, delivering fast, accurate, and empathetic resolutions that turn our customers into promoters. If you thrive in a high-volume, metrics-driven, fully remote environment and love solving problems with words and data, we would love to meet you.

Key Responsibilities

• Handle a high volume of simultaneous live chats while maintaining quality, accuracy, and tone, ensuring that our customers receive exceptional support and resolution to their inquiries and concerns.
• Diagnose and resolve issues related to orders, deliveries, returns, refunds, product information, billing, and account security, using your problem-solving and critical thinking skills to provide effective solutions.
• Follow defined workflows, SLAs, and QA standards while exercising sound judgment for goodwill gestures or escalations, ensuring that our customers receive fair and reasonable resolutions to their issues.
• Use internal tools (e.g., CRM, order management, knowledge bases) to research, document, and resolve customer inquiries end-to-end, ensuring that our customers receive comprehensive and accurate support.
• Proactively de-escalate challenging interactions through empathy, clarity, and solution-oriented communication, turning difficult situations into positive experiences for our customers.
• Identify and flag recurring issues, bugs, or content gaps to team leads and cross-functional partners, helping us to continuously improve our support services and customer experiences.
• Meet or exceed KPIs such as First Response Time, Handle Time, CSAT/NPS, Resolution Rate, and Schedule Adherence, ensuring that our customers receive timely and effective support.
• Maintain strict data privacy, PCI, and security compliance, protecting our customers' sensitive information and ensuring the integrity of our support services.
• Participate in ongoing training, coaching, and calibration sessions to continuously improve performance and stay up-to-date with the latest tools, processes, and industry trends.

Essential Skills and Qualifications

• Excellent written English with flawless grammar, spelling, and tone adaptation, ensuring that our customers receive clear and effective communication.
• Proven ability to multitask (e.g., manage multiple chats, update tickets, consult knowledge base simultaneously), handling a high volume of customer inquiries and issues in a fast-paced environment.
• Strong typing speed (45+ WPM recommended) with high accuracy, enabling you to efficiently and effectively respond to customer inquiries and resolve issues.
• Customer-first mindset with empathetic, patient, and solutions-focused communication, providing our customers with exceptional support and resolution to their inquiries and concerns.
• Comfort working in a fast-paced, metrics-driven remote environment, with the ability to work independently and as part of a team to achieve our customer support goals.
• Ability to quickly learn and navigate CRM, ticketing, and order management systems (e.g., Zendesk, Salesforce Service Cloud, Kustomer—experience in any is a plus), ensuring that you can effectively use our tools and systems to support our customers.
• Problem-solving and critical thinking skills with attention to detail and follow-through, enabling you to diagnose and resolve complex customer issues and provide effective solutions.
• Reliable home office setup: stable high-speed internet, distraction-free workspace, and ability to comply with security requirements (e.g., VPN, MFA), ensuring that you can work securely and efficiently in a remote environment.

Preferred Qualifications

• 0–2 years of experience in customer support (chat/email preferred) — freshers and career switchers are welcome, with a strong desire to learn and grow in a customer-facing role.
• Experience in eCommerce, retail, logistics, or fintech support is an advantage, with a strong understanding of the industry and its unique challenges and opportunities.
• Prior exposure to remote work, shift work, or KPI-led roles is beneficial, with the ability to work independently and as part of a team to achieve our customer support goals.

Working Hours and Schedule

We offer full-time roles (40 hrs/week) with potential part-time opportunities in select states, with shift-based scheduling, including evenings, weekends, and public holidays, to support nationwide coverage. You can expect rotational shifts, with your schedule provided in advance, and overtime may be available during peak seasons (e.g., major sale events, holidays).

Knowledge, Skills & Abilities

• Customer Empathy & De-escalation: Calmly turn difficult situations into positive experiences, providing our customers with exceptional support and resolution to their inquiries and concerns.
• Process Discipline: Follow SOPs while exercising judgment for exceptions, ensuring that our customers receive fair and reasonable resolutions to their issues.
• Time Management: Prioritize and manage concurrent chats and tasks without compromising quality, ensuring that our customers receive timely and effective support.
• Tech Savviness: Quickly adopt new tools, shortcuts, and internal systems, ensuring that you can effectively use our tools and systems to support our customers.
• Data & Documentation: Accurately log interactions, categorize issues, and maintain clean records, ensuring that we can continuously improve our support services and customer experiences.
• Team Collaboration: Share insights, support peers, and contribute to a culture of continuous improvement, working together to achieve our customer support goals.

Benefits and Perks

We offer a competitive, location-adjusted compensation package with performance incentives, as well as a range of benefits, including:

• Health, Dental, and Vision insurance options, ensuring that you and your loved ones are protected and supported.
• 401(k) with company match (where applicable), helping you to plan and save for your future.
• Paid Time Off (PTO), sick leave, and paid holidays, giving you the time and flexibility you need to rest and recharge.
• Remote work stipend and equipment support (role dependent), ensuring that you have the tools and resources you need to work effectively and efficiently in a remote environment.
• Comprehensive training & continuous coaching, helping you to develop your skills and knowledge and achieve your career goals.
• Employee discounts on blithequark products (where eligible), giving you access to exclusive discounts and offers on our products and services.
• Career growth pathways into Quality, Training, Workforce Management, Team Leadership, and Ops, providing you with opportunities to grow and develop your career with blithequark.

Why Join blithequark

By joining blithequark, you will have the opportunity to:

• Work 100% remotely from anywhere in the USA, with the flexibility and freedom to work from the comfort of your own home.
• Be part of a fast-scaling eCommerce support operation with real impact on customer delight, making a meaningful difference in the lives of our customers.
• Experience an inclusive, supportive culture that values transparency, feedback, and growth, with a strong focus on teamwork, collaboration, and continuous improvement.
• Enjoy clear performance metrics and structured career progression, with opportunities to develop your skills and knowledge and achieve your career goals.
• Learn world-class CX operations, tools, and processes used by a leading online retailer, staying up-to-date with the latest industry trends and best practices.

How to Apply

To apply for this exciting opportunity, please:

• Submit your resume highlighting your customer service, writing, and remote work experience, with a brief cover note explaining why you are the ideal candidate for this role.
• Complete a short writing/typing assessment to evaluate clarity, grammar, speed, and accuracy, demonstrating your ability to communicate effectively and efficiently in a remote environment.
• Participate in a remote interview (video-based) focusing on problem-solving, empathy, and scenario handling, showcasing your skills and experience in a customer-facing role.
• Clear background and employment verification checks (as applicable), ensuring that you are eligible to work in the USA and meet our hiring requirements.
• Onboard through our paid training program before going live on chat queues, receiving comprehensive training and support to help you succeed in your new role.

We look forward to hearing from you and exploring how you can join our team at blithequark to deliver exceptional customer experiences and make a meaningful difference in the lives of our customers.