**Experienced Customer Service Tools Support Specialist – Technical Issue Escalation and CS Tools Management**

At blithequark, we're revolutionizing the way people enjoy entertainment, and we're looking for a highly skilled and motivated Customer Service Tools Support Specialist to join our team. As a key member of the Customer Service Technology team, you will play a critical role in ensuring the smooth operation of our Customer Service (CS) tools and technologies, providing exceptional support to our customers, and driving business growth and scalability. **About blithequark** blithequark is one of the world's leading entertainment services, with 283 million paid memberships in over 190 countries. Our mission is to entertain the world, and we're committed to delivering exceptional customer experiences that exceed our members' expectations. With a strong focus on innovation, creativity, and collaboration, we're constantly pushing the boundaries of what's possible in the entertainment industry. **The CS Technology Team** The CS Technology team is responsible for ensuring the right CS tools and technologies are in place and well-functioning to support the operation, growth, and scalability of the Customer Service business. Our team is passionate about delivering exceptional customer experiences, and we're looking for a talented and motivated individual to join our ranks. **The Role** As a Customer Service Tools Support Specialist, you will be responsible for managing the escalation lifecycle for all technical issues affecting the tools and services used by and reported by the CS organization. This includes defining intake workflows, issue discovery and validation, research, documentation, prioritization, communication, and advocating for fixes to engineering partners and CS Product. You will also support CS Tools user access inquiries and group policy management, provide CS Operations teams with Netflix-specific IT implementation support for BPO CS site launches/closures, tool access and testing, allowlist change management, and research support on BPO IT issues impacting agents and tooling. **Core Responsibilities** * Manage the escalation lifecycle for all technical issues affecting the tools and services used by and reported by the CS organization, including defining intake workflows, issue discovery and validation, research, documentation, prioritization, communication, and advocating for fixes to engineering partners and CS Product. * Support CS Tools user access inquiries and group policy management. * Provide CS Operations teams with Netflix-specific IT implementation support for BPO CS site launches/closures, tool access and testing, allowlist change management, and research support on BPO IT issues impacting agents and tooling. * Operate as a CS Tools subject matter expert for the CS organization. * Manage support channel inquiries and ensure SLAs are met. * Create and maintain runbooks and resource material pertaining to CS Tools support. * Flexibility in working hours to help meet the needs of the business. * Participate in an oncall support rotation. * Embody the unique blithequark culture. **Qualifications** * 4+ years of relevant experience related to IT support, application support, and technical troubleshooting and research. * A demonstrated proficiency working with Google Workspace, JIRA, Confluence, Kibana, Tableau, Zendesk, and other industry tooling. * Experience supporting Customer Service target SaaS applications (CRM, CMS, CCaaS, etc). * Effective communicator with stakeholders across all technical levels. * Self-starter and fast learner who can work independently while using impeccable judgment. * Exhibits a strong sense of curiosity and the initiative to explore unknowns and thrive in ambiguous situations. **What We Offer** * Competitive annual salary range of $50,000 - $190,000, with the option to choose how much of your compensation you want in salary versus stock options. * Comprehensive benefits package, including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. * Paid leave of absence programs, including 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. * Flexible time off for full-time salaried employees. * Opportunities for career growth and professional development in a dynamic and innovative company. * Collaborative and inclusive work environment that values diversity, equity, and inclusion. **Why Join blithequark?** At blithequark, we're passionate about delivering exceptional customer experiences and pushing the boundaries of what's possible in the entertainment industry. We're a company that values innovation, creativity, and collaboration, and we're looking for talented and motivated individuals who share our vision. If you're looking for a challenging and rewarding career opportunity, we encourage you to apply. **How to Apply** If you're a motivated and experienced Customer Service Tools Support Specialist looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! **Equal Opportunity Employer** blithequark is an equal-opportunity employer and celebrates diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully, and we do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service. Apply for this job