Experienced Customer Experience Specialist – Delivering Exceptional Support and Troubleshooting Assistance to Mental Health Professionals Across Various School Districts at blithequark

Introduction to blithequark

At blithequark, we are revolutionizing the way mental health and wellness services are accessed and managed. Our innovative platform connects schools, healthcare providers, and families, ensuring seamless and impactful care. We are passionate about making a difference in communities and empowering individuals to thrive. As a leader in the industry, we are committed to creating a healthier future, one connection at a time. Our mission is to provide exceptional service, support, and resources to mental health professionals, schools, and families, and we are seeking a talented Customer Experience Specialist to join our team.

About the Role

As a Customer Experience Specialist at blithequark, you will work directly with amazing mental health professionals across various school districts, providing exceptional service and troubleshooting assistance. You will collaborate with internal teams, ensuring the needs of customers are addressed in a timely and professional manner. If you have experience in Education and/or Healthcare, that's a huge bonus! We are looking for someone who is passionate about delivering exceptional customer experiences, has excellent communication skills, and is able to troubleshoot technical issues with ease.

Key Responsibilities

• Respond to customer inquiries via email, phone, and chat promptly and professionally, setting up Zoom meetings wherever necessary.
• Troubleshoot customer issues, guiding them through the process of solving technical problems and escalating as necessary.
• Provide detailed explanations of platform features and offer training as needed to ensure customers are comfortable using our platform.
• Assist with the documentation of common customer queries and solutions to improve the knowledge base and reduce future inquiries.
• Collaborate with Customer Success and prepare them for onboarding, assisting with forms and integrations to ensure a seamless transition.
• Follow up with customers to ensure their issues are resolved and they are satisfied with our service, gathering feedback to continuously improve our platform and services.
• Collaborate with cross-functional teams (Product, Sales, and Engineering) to resolve complex client issues and improve our platform.
• Write guides and tutorials for our product and how different user roles can use blithequark effectively, empowering customers with industry knowledge and best practices.
• Collect customer feedback and share insights with the Product team for continuous improvement, ensuring our platform meets the evolving needs of our customers.
• Empower customers with industry knowledge, combining elements of healthcare language, state regulations, and privacy laws to ensure they are equipped to provide exceptional care.
• Assist with on-site meetings, including bringing marketing materials and other necessities, to provide exceptional support and service to our customers.

Essential Qualifications

To be successful in this role, you will need:

• 1-2 years of experience in customer support or a related field, preferably in a SaaS or tech environment.
• Strong written and verbal communication skills, with the ability to explain technical issues clearly and patiently.
• Familiarity with CRM or ticketing systems (e.g., Hubspot, Intercom, Notion, Jira) is a plus, but not required.
• Ability to manage multiple tasks while maintaining attention to detail and prioritizing tasks effectively.
• Problem-solving mindset and willingness to learn, with a passion for delivering exceptional customer experiences.
• Experience working remotely and collaborating with distributed teams, with excellent time management and organizational skills.

Preferred Qualifications

While not required, the following qualifications are preferred:

• Experience in Education and/or Healthcare, with a deep understanding of the industry and its challenges.
• Knowledge of state regulations and privacy laws, with the ability to apply this knowledge in a practical setting.
• Experience with technical writing, with the ability to create clear and concise guides and tutorials.
• Familiarity with project management tools and software, with the ability to prioritize tasks and manage multiple projects simultaneously.

Skills and Competencies

To be successful in this role, you will need to possess the following skills and competencies:

• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal teams.
• Strong problem-solving and analytical skills, with the ability to troubleshoot technical issues and think critically.
• Ability to work independently and as part of a team, with excellent time management and organizational skills.
• Passion for delivering exceptional customer experiences, with a focus on empathy, patience, and understanding.
• Ability to adapt to changing priorities and deadlines, with a flexible and positive attitude.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Experience Specialist, you will have the opportunity to:

• Develop your skills and knowledge in customer support, technical writing, and project management.
• Work with a talented and experienced team, with opportunities for mentorship and coaching.
• Contribute to the development of our platform and services, with the opportunity to make a real impact on our customers and the industry.
• Participate in training and professional development opportunities, with a focus on industry trends and best practices.
• Advance your career, with opportunities for promotion and growth within the company.

Work Environment and Company Culture

At blithequark, we are proud of our positive and supportive company culture. As a Customer Experience Specialist, you will:

• Work remotely, with the flexibility to create your own schedule and work environment.
• Collaborate with a talented and experienced team, with regular virtual meetings and check-ins.
• Participate in company-wide initiatives and events, with opportunities to connect with colleagues and contribute to our mission.
• Enjoy a positive and supportive work environment, with a focus on empathy, understanding, and respect.
• Be part of a fast-growing company, with opportunities for growth and development.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, with a range of perks and benefits, including:

• Competitive salary, with opportunities for growth and development.
• 401K, with company matching and vesting schedules.
• Unlimited PTO, with flexible scheduling and work arrangements.
• Healthcare stipend, with opportunities for health and wellness initiatives.
• Opportunities for career growth and advancement, with a focus on professional development and mentorship.

Conclusion

If you are a motivated and passionate individual, with a desire to deliver exceptional customer experiences and make a real impact on the mental health industry, we encourage you to apply for this exciting opportunity. As a Customer Experience Specialist at blithequark, you will be part of a talented and experienced team, with opportunities for growth and development. Don't miss out on this chance to join a fast-growing company and contribute to our mission of creating a healthier future, one connection at a time. Apply now and take the first step towards an exciting and rewarding career at blithequark!