Experienced Full Stack Customer Support Advocate – Web & Cloud Application Development

Are you a customer support rockstar with a passion for delivering exceptional experiences? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we want to hear from you! As a Staff Customer Support Advocate at blithequark, you'll be at the forefront of championing customer experiences while providing valuable insights that shape our support operations. About blithequark At blithequark, we're a bold and innovative company that's pushing the boundaries of what's possible in the world of short-term rentals. Our cutting-edge software allows Airbnb properties to rent themselves, providing a seamless and hassle-free experience for both hosts and guests. We're a remote-only and fully distributed company, hiring based on time zones, not countries. Our team is diverse, passionate, and dedicated to delivering exceptional results. The Role As a Staff Customer Support Advocate, you'll be responsible for providing expert frontline customer support, handling complex cases, and serving as an example of customer service excellence. You'll spend around 60-70% of your time in the queue, supporting our customers via email, live chat, and troubleshooting calls as needed. The remaining 30-40% of your time will be dedicated to leading strategic projects that impact the overall customer experience, such as improving customer-facing documentation, training our AI solution, or creating training materials for our team. Key Responsibilities • Provide expert frontline customer support, handling complex cases and serving as an example of customer service excellence. • Investigate and troubleshoot challenging user issues with advanced technical knowledge. • Answer questions throughout the entire user journey via live chat, email, and Zoom calls. • Lead strategic projects that drive significant organizational impact. • Work alongside one of our awesome Customer Support Advocates, Cameron, whose favorite fruit is apricot. • Serve as a Product Expert, providing insights and advice to Product Managers and other stakeholders. • Create comprehensive educational content (videos, documentation, quizzes) for customers and internally. Schedule and Time Zone For this position, we're aiming to service customers across North American time zones (PST/CST/MST/EST | GMT -8 to -5). The role will be reporting Sunday through Thursday. We're looking for someone in a North American time zone (for example, based anywhere in the USA). Requirements • Significant (7+ years) experience in customer-facing roles, especially in SaaS. • Excellence (and a genuine fun!) in frontline customer support with consistent high performance. • Advanced troubleshooting abilities for complex technical issues. • Experience balancing daily support responsibilities with strategic initiatives. • Proven ability to take ownership of strategic initiatives that improve the team and customer experience, such as optimizing workflows, enhancing support processes, or improving documentation. • Experience mentoring team members and driving knowledge sharing, for example, by running product trainings, shadowing sessions, peer reviews, or onboarding sessions. • Very special kudos if you are an Airbnb host or have been working with a short-term rental business. Benefits At blithequark, we're committed to creating an environment where our team members love to work. Here are some of the benefits you can expect: • A supportive and caring team environment, where you are trusted, not managed. • The gross salary for US employees could be anywhere between $81,787.68 to $102,521.90. • We also offer an extra incentive into our equity with RSUs through our $HOST token (not tied to location or status). • Up to 35 paid days off per year is encouraged (including self-serve public holidays), as well as sick leave and parental leave when needed. • For US employees: healthcare (including EPO, PPO, and HSA), 401(k). • Mental-health and emotional support with therapists on call through Slack. Why Join blithequark? At blithequark, we're not just building software – we're building a community. We're passionate about delivering exceptional customer experiences and creating a workplace where our team members feel valued, supported, and empowered to grow. If you're looking for a challenging and rewarding role that will push you to new heights, we want to hear from you! Ready to and make a real impact? Click the link below to apply for the Staff Customer Support Advocate role: