Experienced Full Stack Customer Success Specialist – Technical Support & Customer Experience in Home Security Industry – Hybrid Remote Work

About blithequark

At blithequark, we're passionate about revolutionizing the home security industry by providing cutting-edge solutions that give people peace of mind in their own homes. As a leader in this field, we're dedicated to innovation, customer satisfaction, and teamwork. Our inclusive culture values every individual's voice, and we strive to create a supportive environment that fosters growth and development. With flexible remote work options, we're committed to helping our people achieve a healthy work-life balance.

Why We're Hiring

We're growing rapidly and need talented, humble, and customer-obsessed individuals to join our team. As a Customer Success Specialist, you'll play a vital role in delivering exceptional support to our customers, driving innovation, and gathering insights to inform product development. If you're passionate about helping others, have a strong technical background, and thrive in a fast-paced environment, we want to hear from you!

Key Responsibilities

• Deliver Exceptional Support: Provide top-notch phone and chat assistance, resolving customer inquiries quickly to achieve first-call resolution and high customer satisfaction.
• Educate and Empower: Help customers understand their systems by providing clear, actionable troubleshooting guidance.
• Drive Innovation: Collaborate with teams across the organization to identify opportunities for process improvements that enhance the customer experience.
• Gather Insights: Collect and analyze customer feedback to inform product development and service enhancements.
• Stay Informed: Keep up with product updates and industry trends to ensure you're providing the best possible support.

What We're Looking For

Essential Qualifications

• Experience: 2+ years in customer service or technical support, with a proven ability to resolve inquiries effectively.
• Technical Know-How: Strong understanding of consumer electronics, especially in home security systems.
• Agility and Curiosity: Eager to learn new products and features, with a keen interest in technology and home security.
• People Skills: Approachable, empathetic, and a good listener, with strong oral and written communication skills that allow you to engage comfortably with both individuals and groups.
• Inclusivity and Team Spirit: Ability to contribute to an inclusive environment by respecting differences and fostering curiosity among team members.
• Customer-Centric Attitude: A genuine passion for helping others, backed by knowledge of customer service metrics (NPS, CSAT, QA, oFCR).

Preferred Qualifications

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

What We Offer

Compensation and Benefits

• Competitive Salary: $20 - $21/hr
• Flexible Hybrid Schedule: Shift differentials for nights and weekends, with hours ranging 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.
• 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 Growth and Development

• Ongoing Training: Regular training and growth opportunities to advance your career.
• Career Advancement: Opportunities to take on new challenges and responsibilities.

Additional Requirements

Must be eligible for certification as an electronic security employee, which requires submitting your fingerprints to the Virginia Department of Criminal Justice Services (DCJS) for use in conducting a national criminal records search and a Virginia criminal history search and final certification approval from DCJS.

Our Core Values

• Customer Obsessed: Building deep empathy for customers and developing strong, long-term relationships with them.
• Aim High: Always challenging oneself and others to raise the bar.
• No Ego: “no job too small” attitude, and open, inclusive and humble style.
• One Team: Highly collaborative approach to achieving success.
• Lift As We Climb: A track record of investing in developing others and helping others succeed.
• Lean & Nimble: Working with agility and efficiency to experiment in an often-ambiguous environment.

We Are an Equal Opportunity Employer

At blithequark, we're committed to diversity and inclusion. We welcome applications from qualified candidates of all backgrounds and perspectives. We're dedicated to creating an inclusive environment that values every individual's voice and contributions.

How to Apply

If you're passionate about delivering exceptional customer experiences, have a strong technical background, and thrive in a fast-paced environment, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Join our team at blithequark and be part of a dynamic organization that's revolutionizing the home security industry. Together, let's make a difference and help people feel safe and secure in their own homes.