Experienced Data-Savvy Customer Support Representative for SaaS Platform – Delivering Exceptional Support through Analytical Expertise and Clear Communication

Welcome to blithequark

blithequark is a fully remote company that values flexibility, allowing our team to work on schedules that maximize productivity. We operate with few meetings and emphasize hard work, clear communication, and reliability to keep our team efficient and effective. As a rapidly growing SaaS platform, we are committed to providing the best tool for analyzing data from popular apps and APIs. Our mission is to empower businesses to make data-driven decisions, and we are looking for a talented individual to join our team as a Data-Savvy Customer Support Representative.

About the Role

This is a full-time, remote position that offers opportunities for growth as the company expands. As a Customer Support Representative, you will play a critical role in delivering exceptional support to our customers, helping them to get the most out of our reporting tools. If you enjoy problem-solving, working with data, and helping customers achieve their goals, we’d love to hear from you!

Key Responsibilities

• Reading and replying to customer queries through our helpdesk tool and live chat for select customers.
• Assisting customers in creating and customizing reports, including formulas tailored to their needs.
• Helping merchants schedule and set up reports in Google Sheets.
• Investigating and explaining report results, especially those related to financial data such as profit and loss statements, cash flow reports, and transaction summaries.
• Addressing feature requests, pricing inquiries, and general app usage questions.
• Recording videos to demonstrate the functionality of the app that helps answer specific customer questions.

Additional Responsibilities

Occasionally, you may also be required to:

• Write documentation about various features of the app.
• Jump on phone/video calls with larger customers to educate and walk through various features (this is rare).

Required Skills

We value highly effective individuals who are passionate about their work and possess the following skills:

• Analytical Reading: You'll spend most of your time reading and replying to customer emails. You must be able to read a customer’s email and understand what they are asking, not simply what they are saying.
• Intelligible Writing: Excellent written English, with clear, concise, and grammatically correct communication. This is crucial for customer replies, product documentation, and internal communication.
• Problem-Solving: Tenacity in tackling new and unique report requests, considering various solutions to find the optimal one.
• Accounting and Financial Knowledge: Familiarity with accounting principles, such as understanding profit and loss statements, balance sheets, and other key financial metrics. Experience with QuickBooks or supporting customers in similar platforms is a significant advantage.
• Data and Numbers Enthusiast: Comfort and interest in working with data and financial reports. While deep technical knowledge isn’t required, an understanding of tools like Excel or SQL is a plus.

Preferred Skills

In addition to the required skills, we prefer candidates with:

• Proficiency with data analysis tools such as Excel, SQL, Tableau, PowerBI, Google Data Studio, or similar tools. Familiarity with these tools will help you quickly adapt to our app.
• Experience in e-commerce, accounting, or finance. Familiarity with these domains will be beneficial as our reports often analyze orders, transactions, and financial data.
• Ability to create engaging screencasts for documentation and tutorial purposes.
• Familiarity with QuickBooks or similar accounting platforms.

Working Remotely

As a remote team, we require our team members to be:

• Comfortable working from home or another remote environment, with a dedicated workspace and reliable, high-speed internet access.
• Proactive self-starter, capable of working independently with minimal supervision.
• Available and online during US working hours (North or South America time zones), with regular communication through chat and email.
• Strong written communication skills for both internal and external use.
• You will join our team as an independent contractor/sole proprietor and will be responsible for managing your own taxes.

What You Can Expect From Us

At blithequark, we offer a supportive and dynamic work environment that is designed to help you succeed. You can expect:

• Dedicated onboarding with screen-sharing sessions with team members.
• A supportive team with a transparent, public-by-default communication culture.
• Flexible work schedule with regular check-ins to track your progress.
• Fair compensation based on your skills and location.
• 25 days of paid leave annually + paid sick leave.
• A startup culture where you can wear many hats, take ownership of your work, and let your skills shine in a dynamic and fast-paced environment.

Career Growth Opportunities

At blithequark, we are committed to helping our team members grow and develop their skills. As a Data-Savvy Customer Support Representative, you will have opportunities to:

• Develop your analytical and problem-solving skills through working with complex data sets and customer queries.
• Improve your communication skills through regular interactions with customers and team members.
• Expand your knowledge of accounting and financial principles through working with our reporting tools and supporting customers in these areas.
• Take on additional responsibilities and contribute to the growth and development of our team.

Learning Benefits

At blithequark, we believe in continuous learning and development. As a team member, you will have access to:

• Regular training and development opportunities to help you improve your skills and knowledge.
• A supportive team that is always willing to help and provide guidance.
• A dynamic and fast-paced work environment that is designed to challenge and engage you.
• Opportunities to work with new and emerging technologies and tools.

Work Environment and Company Culture

At blithequark, we pride ourselves on our supportive and dynamic work environment. Our team is made up of highly effective individuals who are passionate about their work and committed to delivering exceptional results. We value:

• Flexibility and autonomy, allowing our team members to work in a way that is most productive for them.
• Clear and transparent communication, ensuring that everyone is informed and up-to-date.
• Collaboration and teamwork, recognizing that we are stronger together than we are alone.
• Continuous learning and development, providing opportunities for our team members to grow and develop their skills.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package that is designed to attract and retain the best talent. Our team members can expect:

• Fair and competitive compensation based on their skills and location.
• A range of perks and benefits, including paid leave, sick leave, and opportunities for professional development.
• A dynamic and supportive work environment that is designed to help them succeed.
• Opportunities to work with new and emerging technologies and tools.

Conclusion

If you are a motivated and talented individual who is passionate about delivering exceptional customer support, we encourage you to apply for this exciting opportunity. At blithequark, we are committed to helping our team members grow and develop their skills, and we offer a supportive and dynamic work environment that is designed to help you succeed. Don’t miss out on this opportunity to join our team and contribute to the success of our rapidly growing SaaS platform. Apply now to become a part of our team and take the first step towards an exciting and rewarding career as a Data-Savvy Customer Support Representative.