Experienced Customer Support Specialist – PST Mexico

Are you passionate about delivering exceptional customer experiences and making a meaningful impact in the architecture and engineering industry? Do you thrive in a fast-paced, innovative environment where no two days are the same? Look no further! blithequark is seeking an experienced Customer Support Specialist to join our dynamic team as an international contractor. As a key member of our Support team, you will play a vital role in building strong relationships with our customers, resolving complex issues, and driving operational efficiency. About blithequark At blithequark, we're revolutionizing the way architecture and engineering practices manage their businesses. Our firm performance management platform, Monograph, empowers professionals to make quick and confident decisions about budgeting and resources. We're a people-first company that values curiosity, empathy, and collaboration. Our team is comprised of innovative product people with a strong design background, and we're committed to shaping the future of building design. Why Work at blithequark? *People First: We believe in putting people at the heart of everything we do. As a culture ambassador, you'll deploy your genuine value for relationships to drive success and happiness. *Build a Company that will Redefine Architecture: Project management is just the beginning...we have big ambitions to help facilitate the entire design process from becoming the document source of truth to coordinating with consultants. You can shape the future of building design. *Work with Some of the Best Product People in the World: We're an innovative team of highly productive individual contributors with a strong design background. You will be doing some of the best work of your life. Job Description As a Customer Support Specialist, you will provide exceptional support to our customers by building trusted relationships, resolving complex issues, and identifying areas for operational improvement. You'll be the primary voice of timely, accurate, and personable support through email and video interactions. This is a unique opportunity to help define what support at blithequark looks like while exploring best practices, tools, and systems. Key Responsibilities: * Resolve support tickets through Intercom, providing customers with timely, friendly, and accurate responses. Seek out answers and ensure there is relevant documentation. * Troubleshoot before escalating - replicate issues, gather necessary details, and provide a clear summary before passing to Engineering. * Conduct customer calls when further troubleshooting, explanation, or clarification is required to resolve complex issues efficiently. * Identify inefficiencies in ticket triage and contribute to scalable improvements for our customer support team. * Develop deep product knowledge and stay up-to-date on all new releases to better support our users. * Collaborate cross-functionally to promote a consistent and seamless user experience. Share product insights and advocate for customer needs. What You'll Bring: * 2-3 years of experience in a Customer Support role at a startup or SaaS company. * Strong sense of urgency and accountability - you take ownership of tickets and follow through until resolution. * Exceptional troubleshooting skills - you proactively seek answers, investigate thoroughly, and document findings before escalating. * Clear and professional communication - you can explain complex topics in a simple, friendly, and empathetic way. * A keen eye for detail and operational efficiency - you recognize patterns, identify process gaps, and suggest improvements. * Experience with our support tool, Intercom. * Access to reliable internet connection and proficiency with G Suite, Zoom, Slack, and other basic internet technologies. * Bonus Points: Experience or familiarity with the architecture industry or QuickBooks. Important Notes: * This is a contractor position. * You will be working remotely, we do not have an office in Mexico. * You must have the ability to work EST hours (9:00 AM – 5:30 PM EST, with a 30-minute lunch break). * Fluency in English is required for this position. * You will be supporting our US-based customers. * The role pays hourly, bi-weekly in USD. * You must have your own laptop and stable internet. Compensation: $7 - $15 an hour USD depending on experience, with expectations of a 40 hour work week. You'll Love Our Benefits: * Innovative engineering and product culture * Early-stage well-funded company * Inclusion and diversity as a company priority * 100% premium coverage on our healthcare plans for employees and their families (for US-based, full-time employees) * Dental & vision coverage for employees and families (for US-based, full-time employees) * New laptop & equipment * Wellness Stipend (for US-based, full-time employees) If you're passionate about delivering exceptional customer experiences and making a meaningful impact in the architecture and engineering industry, we encourage you to apply to this exciting opportunity. Join our dynamic team at blithequark and help shape the future of building design.