Customer Success Specialist - Delivering Exceptional Tech Support in a Hybrid Environment at blithequark

Join blithequark: Revolutionizing Home Security with a Customer-Centric Approach

At blithequark, we're passionate about making home security accessible and user-friendly for everyone. As a pioneer in the home security industry, we're committed to innovation and putting our customers first. Our inclusive culture values every team member's voice and fosters a supportive environment where ideas are shared freely. With flexible remote work options, we understand the importance of work-life balance. If you're looking to make a meaningful impact in a company that genuinely cares about its customers and employees, blithequark is the perfect place to grow your career.

Why We're Hiring

As blithequark continues to grow and thrive, we're seeking talented individuals who share our values to join our team. We're on a mission to ensure everyone feels safe and secure in their own homes, and we need smart, humble, and customer-focused professionals to help us achieve this goal. As a Customer Success Specialist, you'll be the frontline representative for our customers, providing top-notch support and ensuring their satisfaction with our home security systems.

Key Responsibilities

• Deliver Exceptional Support: Provide high-quality phone and chat assistance, resolving customer inquiries efficiently to achieve first-call resolution and high customer satisfaction ratings.
• Educate and Empower: Help customers understand and maximize their home security systems by offering clear, actionable troubleshooting guidance and product information.
• Drive Innovation: Collaborate with cross-functional teams to identify opportunities for process improvements that enhance the overall customer experience.
• Gather Insights: Collect and analyze customer feedback to inform product development and service enhancements, ensuring our offerings meet the evolving needs of our customers.
• Stay Informed: Keep up-to-date with the latest product updates, industry trends, and best practices in customer support to provide the best possible assistance to our customers.

What We're Looking For

To succeed as a Customer Success Specialist at blithequark, you'll need:

• Experience: 2+ years of experience in customer service or technical support, with a proven track record of resolving customer inquiries effectively and efficiently.
• Technical Know-How: A strong understanding of consumer electronics, particularly home security systems, and a willingness to learn new technologies.
• Agility and Curiosity: An eagerness to learn new products and features, with a keen interest in technology and home security.
• People Skills: Excellent oral and written communication skills, with the ability to engage comfortably with customers, colleagues, and stakeholders at all levels.
• Inclusivity and Team Spirit: The ability to contribute to an inclusive team environment by respecting differences and fostering curiosity among team members.
• Customer-Centric Attitude: A genuine passion for delivering exceptional customer service, backed by knowledge of key customer service metrics (NPS, CSAT, QA, oFCR).

Preferred Qualifications

• 1-2 years of experience in a technology-driven industry that requires troubleshooting skills, such as consumer electronics or home security.

What We Offer

At blithequark, we offer a comprehensive benefits package that includes:

• Competitive Salary: $20 - $21 per hour, reflecting our commitment to fair compensation for talented professionals.
• Flexible Hybrid Schedule: With shift differentials for nights and weekends, our flexible scheduling allows you to choose a work-life balance that suits your needs. Our operational hours range from 8:00 AM to midnight, seven days a week.
• Paid Time Off: Enjoy paid holidays on Christmas Day, New Year's Day, and Thanksgiving, plus additional floating holidays to recharge.
• Health Benefits: Comprehensive medical and dental coverage to keep you and your family healthy, along with an Employee Stock Purchase Plan to help you invest in your future.
• Career Development: Ongoing training and growth opportunities to advance your career and expand your skill set.

Additional Requirements

You must be eligible for certification as an electronic security employee, which involves submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for a national and Virginia criminal records search, followed by final certification approval from DCJS.

Our Shared Values

At blithequark, we're guided by a set of core values that define our culture and approach to business:

• Customer Obsessed: Building deep empathy for our customers and developing strong, long-term relationships.
• Aim High: Challenging ourselves and others to continuously improve and raise the bar.
• No Ego: Embracing a "no job too small" attitude, with an open, inclusive, and humble approach to collaboration.
• One Team: Fostering a highly collaborative environment where we work together to achieve success.
• Lift As We Climb: Investing in the development of our team members and helping others succeed.
• Lean & Nimble: Working with agility and efficiency to experiment and innovate in a rapidly changing environment.

Equal Opportunity Employer

blithequark is an equal opportunity employer, committed to diversity and inclusion. We welcome applications from qualified candidates of all backgrounds and perspectives, and we'll provide reasonable accommodations for individuals with disabilities. If you require accommodations during the application or interview process, please don't hesitate to reach out to us.

Join Our Team

If you're a customer-focused professional with a passion for delivering exceptional support and driving innovation, we encourage you to apply for the Customer Success Specialist role at blithequark. Take the first step towards a rewarding career with a company that truly cares about its customers and employees. Apply now and be part of our mission to make home security accessible and user-friendly for everyone.