Experienced Technical Customer Success Specialist – SaaS Customer Support and Success Leadership

Welcome to blithequark

At blithequark, we are pioneers in the tech industry, dedicated to making the internet a simpler and more user-friendly place. With over 20 years of experience in URL shortening, we have evolved into a full SaaS product, leading the market in link shortening, link management, and related solutions. Our fast-growing, multinational team is seeking a highly skilled and motivated Technical Customer Success Specialist to join our ranks.

About the Role

The Technical Customer Success Specialist will play a vital role in handling customer queries, developing strategies for improving client services, collaborating with the development team to ensure a positive end-user experience, maintaining business relationships with existing customers, and onboarding new customers. This is an exceptional opportunity for a talented individual to make a significant impact on our customer success and support processes.

Key Responsibilities

• Review, assess, and propose a plan of action to streamline customer support and customer success processes
• Familiarize yourself with our core product to effectively handle customer support replies and provide accurate solutions to customer needs
• Proactively engage with the product owner and development team to provide solutions to customer concerns
• Engage with customers to provide technical and non-technical support
• Provide weekly reports on customer support activities to management
• Collaborate with the marketing team to gain insights and suggest marketing activities related to generating sales and product awareness
• Handle customer support on our social media accounts
• Conduct and facilitate webinars to educate potential customers on our product and features
• Conduct demo calls with customers to assist in onboarding them into their account
• Manage the accounts of our premium and enterprise customers
• Assist in providing updates and suggestions to our FAQ page
• Spearhead the growth, processes, and training of the customer success and support department

About You

To succeed in this role, you should have:

• Proven 4-year experience as a Relationship Manager or Account Manager
• 3 years of solid background in customer service, specifically technical support
• Experience working with SaaS companies, minimum of 3 years
• Able to understand the concept of URL shortening (a plus!) and have a background in SaaS technology and backend or web development
• Experience tracking relevant customer support KPIs
• Proficient in Google Suite, with working knowledge of Jira and other customer support tools

Essential Qualities

We are looking for a candidate who is:

• FLEXIBLE: able to work different hours depending on business needs
• PROACTIVE: takes initiatives and responds to urgent matters promptly
• AN EXCELLENT COMMUNICATOR: able to express themselves confidently and effectively with anyone, from entry-level to top management level
• EFFICIENT: able to prioritize tasks, identify what's urgent, and meet deadlines
• FULL OF IDEAS: loves expressing new strategies and identifying potential business opportunities
• A self-starter, proactive, and takes initiative in learning about the company, product, and solutions to common customer issues
• A team player who can follow instructions and create guidelines to ensure quality responses to customers

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Technical Customer Success Specialist, you will have the opportunity to:

• Develop your skills in customer success and support
• Work with a talented team of professionals who are passionate about delivering exceptional customer experiences
• Contribute to the growth and evolution of our customer success and support department
• Stay up-to-date with the latest trends and technologies in the SaaS industry

Work Environment and Company Culture

At blithequark, we pride ourselves on our fast-growing, multinational team and our commitment to making the internet a simpler and more user-friendly place. Our company culture is built on the values of:

• Collaboration: we work together as a team to achieve our goals
• Innovation: we encourage creativity and innovation in everything we do
• Customer-centricity: we put our customers at the heart of everything we do
• Continuous learning: we are committed to the growth and development of our team members

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a range of perks and benefits, such as:

• Flexible working hours
• Opportunities for professional growth and development
• Access to the latest technologies and tools
• A collaborative and dynamic work environment
• And more!

How to Apply

To apply for this exciting opportunity, please provide answers to the following questions, along with your cover letter:

• If you were to explain blithequark to a non-technical person, how would you describe us?
• If you were to explain blithequark to a technical person, how would you describe us?
• In your opinion, what makes customer support for a SaaS company different from customer support for more traditional industries?
• Provide us with a sample plan or structure that you have created and implemented for customer success and customer support
• Who is your favorite superhero and why?

Don't miss this opportunity to join our team and contribute to the success of blithequark. Apply now and take the first step towards an exciting and rewarding career as a Technical Customer Success Specialist!