Experienced Customer Support Specialist – East: Delivering Exceptional Product Experience and Support

Are you a driven and customer-centric professional with a passion for delivering outstanding product support? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark, a leading AI-powered mobile marketing platform, as a Customer Support Specialist – East. In this role, you will be the first-responder for our entire customer base, troubleshooting and resolving technical issues, and helping to reduce and remove friction between our customers and their use of the platform.

About blithequark

blithequark is revolutionizing the way brands personalize consumer engagement with its cutting-edge AI-powered mobile marketing platform. Our platform enables marketers to craft tailored journeys for every subscriber, driving higher recurring revenue and maximizing campaign performance. With a top-rated customer success team recognized on G2, blithequark partners with marketers to provide strategic guidance and optimize SMS and email campaigns. Trusted by leading global brands like Neiman Marcus, Samsung, Wayfair, and Dyson, blithequark ensures enterprise-grade compliance and deliverability, supporting trillions of interactions across more than 70 industries.

The Role

As a Customer Support Specialist – East, you will be the face of our product experience, delivering the most outstanding product support in the industry. This role requires a special combination of high-level professional communication skills, and the ability to analyze, troubleshoot, and resolve complex technical issues. You will interface directly with our customers on a daily basis, become a resident expert on all facets of our platform and the broader ecommerce industry, and work cross-functionally with marketing, sales, product, and design to bridge the gap between product and customers.

Key Responsibilities

• Respond to blithequark customer needs via email and live chat, owning that interaction from inception to resolution

• Troubleshoot technical platform issues
• Advise our customers on best-practices with the blithequark platform and its use cases
• Assist customers with urgent needs and help usher them to the best solutions and across our platform and the business
• Act as the first line of defense for triaging & debugging platform health issues
• Exceed customer expectations on response quality, timeliness of responses, and overall customer experience
• Continuously train to become an expert on the blithequark platform, mobile marketing, and the ecommerce industry
• Help translate customer feedback into specific product requirements

Your Expertise

• 1+ years of experience in customer support or a customer-facing technical role

• Bachelor’s degree (or equivalent experience)
• Strong written and verbal communication skills; comfortable interfacing with customers daily over email and live chat
• Technical curiosity with the ability to troubleshoot complex issues; familiarity with APIs or SQL is a plus
• Prior experience with SaaS or ecommerce platforms preferred
• Based in the eastern time zone, with availability for occasional on-call and rotating holiday coverage
• Extremely detail-oriented, organized, and adaptable in fast-paced, evolving environments
• Collaborative with the ability to work effectively across product, engineering, sales, and marketing teams
• Comfortable quickly learning and mastering new tools and processes
• Growth mindset with a strong interest in startups, software, and entrepreneurism

What We Offer

• Competitive perks and benefits, from health & wellness to equity, to help you bring your best self to work

• US base salary range for this full-time position is $50,000 - $61,000 annually + equity + benefits
• Equity is a substantial part of the total compensation package
• Our salary ranges are determined by role, level, and location

Company Values

At blithequark, we live by four core values:

• Default to Action: Move swiftly and with purpose
• Be One Unstoppable Team: Rally as each other’s champions
• Champion the Customer: Our success is defined by our customers' success
• Act Like an Owner: Take responsibility for blithequark’s success

Diversity, Equity, and Inclusion

blithequark is committed to creating a workplace that is inclusive, equitable, and free from discrimination. We welcome applicants from all backgrounds and prioritize maintaining a fair, inclusive, and equitable workplace. If you need any assistance or reasonable accommodations, please let your recruiter know.

How to Apply

If you are a motivated and customer-focused professional looking to join a dynamic team, please submit your application. We look forward to hearing from you!

Equal Employment Opportunity

blithequark is an Equal Opportunity Employer and welcomes applicants from all backgrounds. Our policy is to provide equal employment opportunities for all employees, applicants, and covered individuals regardless of protected characteristics. Apply for this job