Experienced Staff Customer Support Advocate for Innovative Software Solutions – Remote Opportunity in the USA

Introduction to blithequark Imagine being part of a revolutionary company that is changing the way Airbnbs operate, with a cutting-edge product and user experience that is setting new standards in the industry. At blithequark, we are bold, we like risks, and we take on big challenges together. Our team is diverse, and we believe in the value of different backgrounds, cultures, and experiences. We have crafted an Applicant Handbook, which we highly recommend you check out, to learn more about our company, culture, recruitment process, and what we do: Our customers love our product, provide valuable feedback, and trust us to rapidly help with their problems. Feel free to check out one of our public Town Halls for yourself: About the Role As a Staff Customer Support Advocate at blithequark, you will champion exceptional customer experiences while providing valuable insights that shape our support operations. This is a remote-only and fully distributed company, and we hire based on timezones, not countries. Around 60-70% of your time will be spent in the queue, supporting our customers via email, live chat, and hopping on troubleshooting calls as needed. The remaining 30-40% of your time will be spent on leading projects that impact the overall customer experience, like 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 our awesome Customer Support Advocates, serving 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 Location For this position, we are 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 are looking to recruit someone in a North American time zone (for example based anywhere in the USA). Qualifications We are looking for someone with significant (7+ years) experience in customer-facing roles, especially in SaaS. You should have excellence (and a genuine fun!) in frontline customer support with consistent high performance. Advanced troubleshooting abilities for complex technical issues are essential, as well as 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, is also required. Experience mentoring team members and driving knowledge sharing, for example by running product trainings, shadowing sessions, peer reviews, or onboarding sessions, is a plus. Very special kudos if you are an Airbnb host or have been working with a short-term rental business. Essential Skills and Competencies Excellent communication and interpersonal skills. Advanced technical knowledge and troubleshooting abilities. Ability to work independently and as part of a team. Strong problem-solving and analytical skills. Experience with customer support software and tools. Ability to adapt to changing priorities and deadlines. Career Growth and Learning Benefits At blithequark, we believe in continuous learning and growth. As a Staff Customer Support Advocate, you will have the opportunity to develop your skills and knowledge in customer support, technical troubleshooting, and project management. You will also have the chance to work with a diverse team of professionals who are passionate about delivering exceptional customer experiences. Our company is always improving and creating an environment where we all love to work. Work Environment and Company Culture Our company culture is built on trust, transparency, and open communication. We believe in empowering our team members to take ownership of their work and make decisions that align with our company values. We offer a supportive and caring team environment, where you are trusted, not managed. Our team is recognized on Inc.’s list of Best Workplaces for 2023, and we are committed to maintaining a positive and inclusive work environment. Compensation, Perks, and Benefits We offer a competitive salary range for US employees, which 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). You will have access to up to 35 paid days off per year, including self-serve public holidays, as well as sick leave and parental leave when needed. For US employees, we offer healthcare (including EPO, PPO and HSA), 401(k), and mental-health and emotional support with therapists on call through Slack. Conclusion If you are a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a Staff Customer Support Advocate, you will have the chance to make a real impact on our customers and our company, while developing your skills and knowledge in a supportive and caring team environment. Don't hesitate to apply, even if you don't meet all the qualifications – we want to hear from you! and of passionate and dedicated professionals who are changing the way Airbnbs operate.