**Experienced Full Stack Customer Support Specialist – Web & Cloud Application Development**

Join blithequark, a leading innovator in the private sector, as a Senior Product Support Specialist in our Seattle, USA location. As a key member of our client service team, you will play a vital role in delivering exceptional customer experiences that drive business growth and satisfaction. If you're passionate about problem-solving, enjoy working in a dynamic environment, and are committed to continuous learning and improvement, we encourage you to apply for this exciting opportunity. **About blithequark** At blithequark, we're dedicated to empowering entrepreneurs and small businesses to succeed in the ever-changing digital landscape. Our mission is to provide innovative solutions that simplify the complexities of online business management, allowing our clients to focus on what matters most – growing their business. As a Senior Product Support Specialist, you'll be part of a team that embodies our core values: Client-Centric, Innovative, Zero Distractions, and Relax. We're looking for individuals who share our passion for delivering exceptional customer experiences and are eager to make a meaningful impact. **Job Summary** As a Senior Product Support Specialist, you will be responsible for providing top-notch support to our clients, addressing their how-to questions, and investigating their concerns on our web and cloud application platform. You'll work collaboratively with our clients, leadership, and peer colleagues to drive client satisfaction, loyalty, and retention. If you're a motivated and adaptable individual with a passion for problem-solving, we encourage you to apply for this exciting opportunity. **Key Responsibilities** * Collaborate with clients to resolve how-to questions and investigate their concerns on our web and cloud application platform * Provide a "human-first" experience through voice and written communications across various channels, including chat, email, phone, and our platform * Develop expertise in our products, both at a technical and client-use case level * Identify opportunities to enhance client value, streamline processes, and improve client satisfaction * Work closely with leadership to drive organizational efficiency, share insights, and contribute to a high-performing team * Collaborate with peer colleagues (Sales, Onboarding, Record Management, Maintenance, etc.) to increase client engagement and retention **What You Bring** * **Client Focus**: You're passionate about delivering exceptional customer experiences and enjoy the challenge of finding solutions that meet their needs. * **Innovation**: You're eager to learn, adapt, and innovate in a fast-paced environment, always seeking opportunities to improve processes and outcomes. * **Ownership**: You take pride in your work, set high standards, and strive to achieve excellence in your performance and contributions to the team. * **Versatility**: You thrive in a dynamic environment, are comfortable with uncertainty, and can adjust to changing client needs and priorities. * **Communication**: You're an exceptional communicator, able to create clarity and alignment through effective written and verbal communication, prioritization, and coordination. **What You'll Do** * Join forces with clients to resolve their how-to questions and investigate their concerns on our web and cloud application platform * Deliver a "human-first" experience through voice and written communications across various channels, including chat, email, phone, and our platform * Develop expertise in our products, both at a technical and client-use case level * Identify opportunities to enhance client value, streamline processes, and improve client satisfaction * Work closely with leadership to drive organizational efficiency, share insights, and contribute to a high-performing team * Collaborate with peer colleagues (Sales, Onboarding, Record Management, Maintenance, etc.) to increase client engagement and retention **How You'll Be Evaluated** * Ticket Goal + Case Volume * Client Satisfaction + Quality of Client Communications **What Experience You Should Have** * 2 years of experience in providing Software as-a-Service (SaaS) customer support to organizations with complex models where you've impacted clients to improve their outcomes * Proven experience in supporting multiple online software or SaaS products or IT experience * Experience in developing best practices focused on help quality and efficiency, possibly from having held roles as an SME, Mentor, or Leader * Ability to work independently and adapt to uncertainty while contributing to a high-performing team * Multiple instances of focusing on high-impact/ high-value work among competing needs or requests * Knowledge of fundamental web technologies (e.g., HTML, CSS, JSON, JavaScript) * Familiarity with exploring and working with multiple helpdesk systems (e.g., Zendesk, Freshdesk, Service Cloud, ServiceNow, LiveAgent, Radio, Salesforce, Twilio, etc.) **Pay and Benefits** * 401(k) Retirement plan * Excellent health, dental, vision, and parental leave benefits * Open and transparent culture * Fantastic opportunities for career growth and progression * On-site gym at our HQ with local professional trainers * Every other week free lunch on-site in the office, monthly blithequark credit if you're remote * Unlimited PTO (Due to the nature of this work, collaboration with your manager and colleagues will be essential to ensure proper client coverage) * Loads of Loot! If you're a motivated and adaptable individual with a passion for problem-solving, we encourage you to apply for this exciting opportunity to join blithequark as a Senior Product Support Specialist. Apply for this job