Experienced Full Stack Customer Support Associate – Nonprofit Sector Expertise with SaaS Platform Experience

Join the Mission-Driven Team at blithequark blithequark is a hypergrowth, YC-backed startup revolutionizing the nonprofit sector with its grant discovery and management tool. We're on a mission to become the #1 most-loved platform, and we're looking for a talented Customer Support Associate to join our team. As a Customer Support Associate, you will play a crucial role in advocating for our customers, helping them achieve their goals, and driving process improvements. If you're passionate about delivering exceptional customer experiences and excited about the nonprofit sector, we want to hear from you! About blithequark blithequark is a SaaS platform designed to help nonprofits discover, track, and manage grants efficiently. With over 3,700 nonprofit clients, ranging from local homeless shelters to larger organizations like the San Diego Zoo and the University of Alaska, we're building the future of fundraising automation. Our company values include: Customer Focus : We prioritize customer feedback to improve the blithequark experience. Experimentation : We encourage ideation and iteration to drive innovation. Authenticity : We value diverse life experiences and promote open communication. Collaboration : Everyone has a voice, and we're building blithequark together. About the Role As a Customer Support Associate, you will be the 6th member of our Customer Success team, reporting directly to our Head of Customer Success. You'll work closely with our team members, including Senior Customer Success Managers, Customer Enablement Managers, and other stakeholders. Your primary responsibilities will include: Providing quick and helpful support to blithequark customers, partners, and prospects via live chat, phone, and video. Responding professionally, empathetically, and promptly to customers to resolve issues. Managing and contributing to our knowledge base by authoring, editing, and updating self-serve resources. Identifying and implementing process improvements to optimize the customer experience. Serving as the voice of our customers, sharing feedback, and advocating for their needs. Key Responsibilities Customer Support Deliver exceptional customer experiences through timely and effective support. Resolve customer issues promptly and professionally. Escalate complex issues to senior team members or other relevant stakeholders. Knowledge Base Management Author, edit, and update help articles, best practices videos, FAQs, and other self-serve resources. Ensure the knowledge base is up-to-date, accurate, and easily accessible. Process Improvement Identify areas for process improvement and implement changes to optimize the customer experience. Collaborate with cross-functional teams to drive process improvements. Customer Advocacy Serve as the voice of our customers, sharing feedback and advocating for their needs. Work closely with revenue and product teams to ensure customer needs are met. What We're Looking For Essential Qualifications 1+ year of customer-facing work experience, ideally in a SaaS environment with a consistent CSAT score above 95%. Support desk experience with tools like Intercom, ticket reporting, and metrics analysis. Light quality assurance experience with testing and reporting bugs. Passion for delivering exceptional customer experiences. Excellent communication and empathy skills. Organized with excellent multitasking skills and attention to detail. Adaptable and comfortable with ambiguity and change. Familiarity with tools like G Suite, Zoom, Slack, Intercom, and Canva. Preferred Qualifications Background in nonprofit development or fundraising. Experience working with nonprofit or SMB customers. Experience working remotely. Career Growth Opportunities and Learning Benefits At blithequark, we're committed to helping our team members grow and develop their skills. As a Customer Support Associate, you'll have opportunities to: Develop your customer support skills through training and mentorship. Collaborate with cross-functional teams to drive process improvements. Contribute to the development of our knowledge base and self-serve resources. Participate in company-wide initiatives and projects. Work Environment and Company Culture blithequark is a fully distributed company with a strong focus on collaboration and communication. We prioritize: Flexibility and work-life balance. Open and transparent communication. Diversity, equity, and inclusion. Professional development and growth. Compensation, Perks, and Benefits We offer a competitive salary and benefits package, including: Competitive salary ($55,000 - $65,000/year, depending on experience). Equity. 100% covered health, dental, and vision insurance for employees, 50% for dependents. Generous PTO policy, including parental leave. 401(k). Company laptop and stipend to set up your home workstation. Company retreats for in-person time with colleagues. How to Apply If you're excited about joining our mission-driven team, please submit either a written response or a link to a short Loom video, addressing the prompts below: What are your top 3 customer service philosophies? How do they show up in your interactions with customers? How have you made changes to improve a process and make it more effective or efficient? Don't forget to include the word "moxie" in your application to show you read this from start to finish! Along with your written response or Loom video, please attach your CV or resume. We're excited to hear from you and look forward to welcoming you to our team! Apply for this job