Experienced Customer Support Advocate for Global SaaS Scale-Up – Providing Exceptional Client Experiences and Driving Business Growth through Effective Communication and Problem-Solving

Welcome to blithequark At blithequark, we're revolutionizing the way businesses operate by empowering them to get paid faster and run smarter. Founded in 2013, our platform automates and optimizes proposals, client agreements, billing, and payment collection, putting an end to late payments, unbilled work, and mundane repetitive admin. We integrate with leading apps such as Gusto, QuickBooks Online, Xero, and Zapier to automate workflows and free up valuable time. With over 7,000 accounting and professional services businesses globally relying on us, we've facilitated more than 1.5 million client engagements and over 8 million payment transactions. Our teams are located in Australia, Canada, New Zealand, the Philippines, the US, and the UK, with around 170 employees globally. We're a collaborative, open, and transparent culture that works without ego, and we're looking for talented individuals to. Job Description We're seeking an experienced Customer Support Advocate to join blithequark on an 18-month fixed-term contract. As the first point of contact for our clients, you'll own customer communications from initial request through to resolution. You'll play a key role in scaling our support function, maintaining knowledge base resources, improving processes, and collaborating closely with teams across the business. Your day-to-day will involve working primarily between 2:00 PM – 10:00 PM PH Time, Tuesday through Saturday. You'll be a product expert in all areas, becoming an encyclopedia of knowledge about how blithequark works and what it's capable of. You'll own customer communications and issues from initial contact until resolution, using Intercom and occasionally talking to customers on the phone. Key Responsibilities Become a product expert in all areas, understanding how blithequark works and its capabilities Own customer communications and issues from initial contact until resolution, using Intercom and occasionally talking to customers on the phone Collect customer feedback and influence the direction of the product Identify issues and engage with the development team to escalate bugs, solve problems, or obtain missing information Develop and improve processes to scale support with the growing business Create and maintain both internal and customer-facing documentation, such as knowledge base articles Work closely with Key Account Managers, Retention and Implementation, Marketing teams, and other stakeholders Work within the standard schedule of 2:00 PM – 10:00 PM PH Time, Tuesday through Saturday, with occasional adjustments to support urgent requests or provide coverage when other team members are on leave Qualifications To succeed in this role, you'll need: Previous experience in a customer support role, with a proven track record of providing exceptional client experiences Proficiency with various computer software systems, such as Zapier, Slack, Zoom, Loom, Client Success, Google Work, Atlassian, and Intercom Ability to comfortably talk to others, with excellent written and oral communication skills for creating professional documents and giving presentations to interested clients Good time management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously Ability to listen to concerns and handle criticism without taking it personally, with a strong focus on customer satisfaction and issue resolution Engage in robust and articulate dialogue while maintaining an open mind, with a willingness to learn and adapt to new situations Happy to work both autonomously and with a strong team ethic, with a willingness to collaborate and support colleagues as needed Who You Are You have a high attention to detail, with a focus on accuracy and quality in your work You don't shy away from feedback and are willing to take it on board, with a commitment to continuous learning and improvement You have terrific communication skills – both written and verbal – with the ability to articulate complex ideas and concepts in a clear and concise manner You're systems and process-driven, with a focus on efficiency and effectiveness in your work You're happy to be flexible when things don't go to plan, with a willingness to adapt to changing circumstances and priorities You're an organizer at heart, with a focus on planning and prioritizing tasks to achieve goals and objectives You feel most comfortable working to deadlines, with a strong sense of urgency and a commitment to meeting targets and expectations You thrive off working in a team, with a willingness to collaborate and support colleagues as needed What We Offer At blithequark, we're committed to providing a supportive and inclusive work environment that fosters growth, learning, and development. We offer: A competitive salary and employee stock options from day 1, with a focus on recognizing and rewarding outstanding performance 20 days accrued annual leave/vacation, along with 10 days of wellbeing days to take care of yourself and/or loved ones Health/Dental/Vision benefits from day 1, with a focus on supporting the physical and mental health of our employees An annual education allowance to support your professional growth and development, with a focus on continuous learning and improvement Curious and smart coworkers who won't back down from a challenge, with a collaborative and supportive team environment Employee recognition program, with a focus on recognizing and rewarding outstanding performance and contributions Quarterly wellness allowance to spend on your wellness and what this means to you, with a focus on supporting the physical and mental health of our employees Paid subscription to Headspace, EAP & Wellbeing Platform, with a focus on supporting the mental health and wellbeing of our employees Flexible working supported by work from office reimbursement and mobile allowance, with a focus on providing a flexible and supportive work environment Personal tax return assistance, with a focus on supporting the financial wellbeing of our employees Entitlement to night shift differential, with a focus on recognizing and rewarding employees who work non-standard hours An extra paid day off to celebrate your birthday, alongside volunteering leaves, with a focus on supporting the wellbeing and work-life balance of our employees Monthly virtual social events, with a focus on building a sense of community and connection among our employees If you're passionate about providing exceptional client experiences and driving business growth through effective communication and problem-solving, we encourage you to apply for this exciting opportunity. Please consider applying, even if you don’t tick all the boxes. Research has shown that candidates from underrepresented minority groups often only apply for roles where they meet all the detailed criteria. Experience comes in many forms, and skills are transferable. We're committed to adding diverse perspectives to our teams and encourage everyone to apply if interested. blithequark is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. We're proud to provide employment and recruitment accommodations during the recruitment process. Once our team reviews your resume and contacts you if there is a fit, we'll work with you to meet your accessibility needs. For any questions, suggestions, or required documents regarding accessibility in a different format, please contact us.