Associate, Customer & Product Support – Empowering Users at blithequark

Are you a customer-centric professional with a passion for delivering exceptional support experiences? Do you thrive in a collaborative environment where you can learn and grow alongside a talented team? Look no further than blithequark, a leading provider of AI-driven market intelligence solutions. We're seeking an Associate, Customer & Product Support to join our growing team and help us empower users to make smarter decisions through our cutting-edge platform. About blithequark blithequark is a global leader in market intelligence, trusted by over 4,000 enterprise customers, including a majority of the S&P 500. Our platform is built on proven AI, delivering insights that matter from content you can trust. With a universe of public and private content, including equity research, company filings, event transcripts, expert calls, news, trade journals, and clients' own research content, we're revolutionizing the way professionals make decisions. The Acquisition of Tegus by blithequark In 2024, we acquired Tegus, advancing our shared mission to empower professionals to make smarter decisions through AI-driven market intelligence. Together, blithequark and Tegus will accelerate growth, innovation, and content expansion, with complementary product and content capabilities that enable users to unearth even more comprehensive insights from thousands of content sets. Our Culture At blithequark, we're committed to creating a work environment that supports, inspires, and respects all individuals. We believe in fostering a culture of collaboration, innovation, and continuous learning. Our team is passionate about delivering exceptional customer experiences and making a meaningful impact on our users' lives. The Role As an Associate, Customer & Product Support, you'll play a critical role in driving positive customer outcomes and ensuring seamless access and optimal utilization of our market-leading platform and products. You'll work closely with our sales, customer success, and technical support teams to deliver world-class customer experiences. Your primary responsibilities will include: * Delivering a world-class customer experience through prompt and knowledgeable responses * Acting as the first line of defense and a point of escalation for the wider Support team in addressing complex customer inquiries and resolving technical issues * Guiding customers through features and functionalities to maximize their experience and fully resolve their challenges or questions * Identifying commonly asked questions to help drive better documentation, help center articles, or in-app tours * Partnering with Customer Education on live training, answering queries, and owning the chat function within each session * Investigating, diagnosing, troubleshooting, and finding solutions for queries sent through emails and live chats, leading support calls directly with customers as needed * Escalating tickets to appropriate teams when needed and retaining a position as the customer's point person through regular updates and confirming resolution * Acting as a key partner to Product and Engineering, collaborating through fielding feedback and feature requests to identify product opportunities and conveying that information to the correct product groups or within specific ongoing initiatives * Using knowledge of the platform to qualify, triage, repackage debugging steps, and communicate effectively to technical teams to ensure that customer inquiries are accurately represented and on a swift path to resolution * Owning level 1 support of internal support channels, resolving as many issues and prioritizing fixes where appropriate * Leading on wider incident responses in partnership with SRE, ensuring the customer impact is known and acting as a liaison between Engineering and the Support team to ensure customers are receiving the most up-to-date information * Being an expert on our product and continuously building your knowledge * Contributing to and leading new hire training sessions, including giving your input on onboarding materials to ensure accuracy and comprehensiveness in-line evolution of the blithequark product and team processes * Identifying areas to improve content and contributing to creating and updating knowledge base articles, tutorials, and other support documentation based on your expertise * Leading on new features for beta by testing, giving feedback, and acting as an expert for the Support team What We're Looking For * An intelligent, articulate, consultative, and confident client-facing professional with 3 or more years of experience working in a client/product support role * A customer-first mindset and the ability to work through complex problems to find solutions * A collaborative environment and a willingness to take pride in providing assistance to others, always ready to offer support whenever it's needed * A strong communicator with an innate ability to distill and explain complex issues in simple terms * A curious, proactive, and continuous improvement mindset with the ability to learn quickly and adapt * Strong attention to detail, effective time management skills, and the ability to rigorously prioritize under pressure * An interest in AI, technology, and software applications What We Offer * A dynamic and collaborative work environment that supports your growth and development * Opportunities to learn and grow alongside a talented team * A comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off * A competitive salary and bonus structure * Professional development opportunities, including training, mentorship, and career advancement * A fun and inclusive company culture that values diversity, equity, and inclusion If you're a motivated and customer-centric professional looking to make a meaningful impact, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the perfect fit for this role. We can't wait to hear from you! Equal Employment Opportunity blithequark is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling blithequark's commitment to equal employment opportunity. blithequark does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at blithequark, including recruitment, hiring, training, advancement, and termination. Recruiting Scams and Fraud We at blithequark have been made aware of fraudulent job postings and individuals impersonating blithequark recruiters. These scams may involve fake job offers, requests for sensitive personal information, or demands for payment. Please note: * blithequark never asks candidates to pay for job applications, equipment, or training. * All official communications will come from an @blithequark.com email address. * If you're unsure about a job posting or recruiter, verify it on our Careers page. If you believe you've been targeted by a scam or have any doubts regarding the authenticity of any job listing purportedly from or on behalf of blithequark, please contact us. Your security and trust matter to us.