Experienced Customer Support Representative II – Advanced Technical Support and Customer Success Expert for Property Management Software Solutions

Introduction to blithequark

Imagine being part of a dynamic and innovative team that is revolutionizing the property management industry through cutting-edge software solutions. At blithequark, we are dedicated to helping property managers streamline their communications, operations, and growth. As a leading SaaS company, we offer a comprehensive CRM, operations and maintenance workflow automation, and centralized communication platform tailored specifically for the property management industry. Our mission is to tame small business chaos by providing intuitive, powerful tools that enable property managers to efficiently manage their properties, improve tenant satisfaction, and drive growth.

About Our Team

We are a boot-strapped startup with product-market fit, scaling revenue, and a large addressable market opportunity. Our team is composed of seasoned leaders from SaaS, property management, and real estate businesses with significant high-growth company experience. We foster a culture of transparency and open communication, ensuring that employees feel valued and empowered to contribute to the company's success. If you’re driven by making a positive impact on people’s lives and want to support our mission, we’d love to hear from you.

Job Summary

The mission of the Customer Support Representative II at blithequark is to assist customers by providing advanced technical support on issues escalated by the Customer Support Representative I team. The focus is to troubleshoot and resolve complex issues to increase customers’ interaction with the product to improve full adoption. As a key member of our customer support team, you will be responsible for delivering exceptional customer experiences, resolving technical issues, and providing consultative expertise to our clients.

Key Responsibilities

• Provide advanced technical support to customers, troubleshooting and resolving complex issues in a timely and professional manner
• Respond to customer inquiries and own the outcome, ensuring that customers receive timely and effective solutions to their problems
• Cultivate strong and enduring relationships with clients across all levels through professional communication, fostering loyalty and driving customer satisfaction
• Demonstrate adeptness in addressing client inquiries and concerns with the utmost professionalism, respect, and courtesy
• Possess a deep understanding of blithequark's capabilities, effectively communicating this to clients in an engaging manner for accurate internal handoffs
• Update or write at least one help article per month to contribute to our knowledge base and improve customer support resources

Expectations for Your First 90 Days

In your first 90 days, you will be expected to:

• Develop confidence in handling customer issues independently, with the goal of handling 75% of tickets autonomously
• Respond to customer inquiries and own the outcome, ensuring that customers receive timely and effective solutions to their problems
• Contribute equally to workload responsibilities, handling an equal amount of work dispersed amongst the team
• Maintain a high CSAT score of 96.0%, demonstrating our core value of customer obsession

Essential Qualifications

To be successful in this role, you will need:

• 2-5 years of experience in customer support, preferably in a B2B SaaS environment
• Proficiency in troubleshooting Tier 2 support issues and effectively communicating with technical teams
• Ability to learn new technology quickly and communicate complex technical information in a clear and concise manner
• Emotional maturity, optimism, and a "can-do" attitude, with a strong focus on delivering exceptional customer experiences
• Ability to work independently and as part of a team, with a strong sense of ownership and accountability

Preferred Qualifications

While not required, the following qualifications are preferred:

• B2B SaaS experience, with a strong understanding of the property management industry
• Experience with CRM software and operations and maintenance workflow automation
• Technical skills, such as programming or software development, with the ability to learn and adapt to new technologies

Skills and Competencies

To be successful in this role, you will need to possess the following skills and competencies:

• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and colleagues
• Strong problem-solving and analytical skills, with the ability to troubleshoot complex technical issues
• Ability to work in a fast-paced environment, with a strong sense of urgency and attention to detail
• Emotional intelligence, with the ability to empathize with customers and provide personalized support

Career Growth Opportunities and Learning Benefits