Experienced Senior Customer Support Specialist – Empowering Software Sellers with Exceptional Service

Are you a customer-centric professional with a passion for delivering top-notch support and nurturing relationships with software companies? Do you thrive in a dynamic environment where no two days are the same? If so, we invite you to join blithequark, a leading provider of innovative payment infrastructure solutions, as our Senior Customer Support Specialist. At blithequark, we're committed to revolutionizing the way digital product companies manage their payment infrastructure. Our Merchant of Record model takes away the complexity and pain of payment fragmentation, providing a faster, safer, and more cost-effective solution for our customers. With a global presence and a growing base of software sellers, we're seeking an experienced Senior Customer Support Specialist to and help us deliver exceptional support to our customers. About blithequark blithequark is a rapidly growing company backed by top investors, including KKR, FTV Capital, Kindred, Notion, and 83North. We serve over 5000 software sellers in 245 territories globally, and our innovative payment infrastructure solutions are changing the way businesses operate. Our team is passionate about delivering exceptional support and building strong relationships with our customers, and we're looking for like-minded professionals to join us on this journey. The Role As our Senior Customer Support Specialist, you'll be responsible for providing top-notch support to our software sellers, empowering them to get the most out of our payment infrastructure solutions. You'll be part of a global team of Senior Support Specialists, reporting into the Customer Support Team Lead, and will have the opportunity to contribute to the growth and development of our team. Key Responsibilities * Respond to and resolve customer queries through all our channels, including email, chat, and Twitter * Drive our Product Feedback program to advocate for our software sellers and improve our payment infrastructure solutions * Increase customer satisfaction and build loyalty by providing amazing, personal customer support * Help to develop our team and blithequark through contributions to our Knowledge Bases, FAQs, Developer Documentation, and innovating on existing processes * Escalate critical support issues to the appropriate internal channels and support system-wide status updates Essential Qualifications * 2+ years of experience in online customer support (B2C/B2B), preferably supporting a SaaS product * Proficient English speaker * Basic knowledge of HTML, CSS, and JavaScript, and experience using browser developer tools to investigate issues with seller's implementations * Experience using and testing APIs, as well as giving customer support on API-related queries * Comfortable making basic SQL queries * Experienced in working remotely and communicating with teams across different time zones (GMT, AEST, EST) * Strong problem-solving skills and ability to think outside the box * Excellent written and verbal communication skills * Ability to work in a dynamic environment and adapt to evolving priorities Preferred Qualifications * Experience working for a B2B SaaS company, ideally offering customer support to other software companies * Thrive in a dynamic environment and can adapt to evolving priorities * Experience with customer support tools and software What We Offer * Attractive salaries and stock options * Retirement plans and private healthcare * Unlimited holidays and enhanced parental leave * Continuous exposure to new challenges and opportunities for growth and development * Annual learning fund and regular internal and external training * A dynamic and inclusive work environment where everyone is welcome * A chance to work with a talented team of professionals who are passionate about delivering exceptional support and building strong relationships with our customers Why Join blithequark? * We're a diverse, growing company with a global presence * We're committed to building a culture of transparency, collaboration, and respect * We offer a full suite of benefits and opportunities for growth and development * We're passionate about delivering exceptional support and building strong relationships with our customers * We're a 'digital-first' company, which means you can work remotely, from one of our stylish hubs, or even a bit of both! If you're a customer-centric professional with a passion for delivering exceptional support and nurturing relationships with software companies, we invite you to join blithequark as our Senior Customer Support Specialist. and become part of a dynamic team that's changing the way businesses operate.