Experienced Customer Support Specialist for Supplemental Student Transportation and Routing Software – Ensuring Compliance and Safety in a Dynamic Environment

Introduction to blithequark

blithequark is a pioneering technology company that has revolutionized the way school districts approach supplemental student transportation and routing software. Born out of the challenges faced by working mothers in getting their children to and from school and activities, blithequark has grown into a leading provider of innovative transportation solutions. Our mission is to give students easier access to the opportunities they deserve, and we are committed to making a positive impact on the lives of our users. As a company, we value passion, hard work, and a get-things-done attitude, and we are looking for like-minded individuals to join our team.

The Opportunity

blithequark is seeking a highly motivated and detail-oriented Customer Support Specialist to join our CareDriver Compliance Team. As a critical member of our team, you will play a vital role in ensuring that every CareDriver on our platform adheres to national and local compliance policies, rules, and regulations. This is an entry-level position that requires a strong work ethic, exceptional analytical skills, and a passion for our brand's mission. You will work on the front lines to maintain a healthy marketplace, ensuring compliance across multiple markets and fostering one of the most productive and caring driver communities in the world.

Key Responsibilities

• Support national and local compliance efforts to ensure that all CareDrivers meet the highest standards of safety and reliability
• Monitor and audit CareDriver activities for compliance with applicable policies, rules, and regulations, using your analytical and investigative skills to identify potential issues
• Ensure CareDriver vehicles meet compliance standards, including new vehicles and short-term rentals, and review documentation for accuracy and adherence to policies
• Pause, reactivate, and deactivate CareDrivers based on compliance status, making critical decisions that prioritize the safety and well-being of our users
• Run regular reports on major partner platforms to track compliance and identify areas for improvement
• Assist with special projects related to compliance and safety, collaborating with cross-functional teams to drive results
• Participate in support efforts, including phone calls and email responses, providing exceptional customer service to our users
• Collaborate with the Support and Operations teams to resolve CareDriver inquiries and maintain a positive user experience
• Meet key performance metrics, including SLAs, quality measures, and decision timelines, and continuously strive for improvement
• Review deactivation decisions to ensure they align with blithequark's Community Guidelines and advocate for safety in all aspects of your work
• Maintain confidentiality while performing account reviews and documenting findings through detailed written reports
• Educate riders and drivers to promote positive experiences and safety within the blithequark platform, serving as a trusted resource and ambassador for our brand

Qualifications and Experience

To be successful in this role, you will need:

• 6-12 months of compliance experience in a related role, with a strong understanding of regulatory requirements and industry standards
• Intermediate to advanced proficiency in Excel, with the ability to analyze complex data sets and identify trends
• Exceptional analytical, investigative, and organizational skills, with a keen eye for detail and a ability to prioritize tasks effectively
• Ability to work independently and efficiently, with a strong work ethic and a willingness to learn and adapt
• 1 year of experience supporting customers via phone/email, with a passion for delivering exceptional customer service and resolving complex issues
• Background in advocacy, crisis management, mediation, or e-commerce customer service, with a strong understanding of conflict resolution and negotiation techniques
• Experience handling change management in fast-paced environments, with a ability to thrive in a dynamic and rapidly evolving industry
• Familiarity with Tableau, with a strong understanding of data visualization and reporting principles

Skills and Competencies

In addition to the qualifications and experience listed above, we are looking for candidates who possess:

• Strong communication and interpersonal skills, with the ability to build relationships with stakeholders at all levels
• Excellent problem-solving and analytical skills, with a ability to think critically and outside the box
• A strong attention to detail, with a ability to prioritize tasks and manage multiple projects simultaneously
• A passion for our brand's mission and values, with a commitment to delivering exceptional customer service and promoting safety and compliance
• A willingness to learn and adapt, with a strong desire to grow and develop as a professional

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Support Specialist, you will have access to:

• Comprehensive training programs, designed to help you develop the skills and knowledge you need to succeed in your role
• Mentorship and coaching, with a dedicated team of experienced professionals who are passionate about helping you grow and develop
• Opportunities for advancement, with a clear path for career progression and professional development
• A dynamic and supportive work environment, with a team of talented and motivated individuals who are passionate about making a difference

Work Environment and Company Culture

At blithequark, we are proud of our company culture and the values that we represent. As a Customer Support Specialist, you will be part of a team that is:

• Passionate about our mission and values, with a commitment to delivering exceptional customer service and promoting safety and compliance
• Collaborative and supportive, with a strong emphasis on teamwork and communication
• Dynamic and adaptable, with a willingness to learn and evolve in a rapidly changing industry
• Committed to diversity and inclusion, with a strong belief in the importance of representation and equality

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package that includes:

• A salary range of $20-$22 per hour, depending on experience and location
• Equity stock options, with a opportunity to own a part of our company and share in our success
• A flexible vacation policy, with a generous amount of paid time off and a commitment to work-life balance
• Medical, dental, vision, and life insurance, with a comprehensive benefits package that includes health and wellness programs
• 401(k) and FSA, with a opportunity to save for retirement and plan for the future
• A dynamic and supportive work environment, with a team of talented and motivated individuals who are passionate about making a difference

Conclusion

If you are a motivated and detail-oriented individual who is passionate about compliance and customer service, we encourage you to apply for this exciting opportunity. As a Customer Support Specialist at blithequark, you will be part of a team that is dedicated to making a positive impact on the lives of our users. With a comprehensive training program, opportunities for advancement, and a competitive compensation package, this is an opportunity that you won't want to miss. Apply today and join our team of talented and motivated individuals who are passionate about delivering exceptional customer service and promoting safety and compliance.