Bilingual Customer Support Representative (English and Spanish) for a Global B2B SaaS Product Company

Introduction to blithequark

blithequark is a renowned global B2B SaaS product company, recognized for its exceptional customer-centric approach and highly rated products in the secure business collaboration market. With over 1,000,000 users from 175,000 companies worldwide, blithequark is on a mission to create more prosperity globally by accelerating high-stake business decisions. The company achieves this by delivering intuitive and robust software products that enable people to make impactful decisions with less stress, higher quality, and shorter hours.

About Our Products

blithequark offers two flagship products: blithequark Virtual Data Room and blithequark Board. blithequark Virtual Data Room is a web-based cloud platform used by companies across various industries for secure confidential document sharing in online due diligence, fundraising transactions, corporate reporting, licensing, clinical trials, and other business goals. blithequark Board, on the other hand, is a cloud platform with web and mobile applications designed for board members, CEOs, executives, and corporate secretaries to streamline governance and improve high-stake decisions in a fast, secure, and compliant manner.

The Role

We are seeking a highly skilled and experienced Bilingual Customer Support Representative (English and Spanish) to join our fast-growing multinational team at blithequark. This role is based remotely in Colombia and offers a clear path for professional development, with opportunities to advance to a more Senior Customer Support position and explore other roles within the Support Team or related departments.

In this key role, you will directly impact the delivery of best-in-class customer experiences across multiple regions, mainly within LATAM and the US. You will contribute to our rapid growth and top-rated products, known for their intuitive use and exceptional service. You will work closely with the Customer Support, Quality Control, and Knowledge Management teams and collaborate with other cross-functional teams under the guidance of the Customer Support Lead.

Schedule and Work Arrangements

This is a full-time, 40-hour per week remote position. The schedule includes:

• Monday to Friday: 8-hour rotating shifts, plus a 30-minute break. Morning shifts begin at 8:00 AM, 9:00 AM, or 10:00 AM. Afternoon shifts begin at 12:00 PM or 1:00 PM.
• Two weekend shifts (Saturday or Sunday) per month.
• You will always have two consecutive days off each week.

Key Responsibilities

As a Bilingual Customer Support Representative, your primary responsibilities will include:

• Providing non-high-volume but exceptional customer support via chats & emails (90%), and calls (10%) - around 100 requests per month.
• Maintaining a Customer Satisfaction score of 90%+ by delivering prompt, empathetic, and effective solutions.
• Proactively staying informed about product updates and process changes.
• Ensuring strict confidentiality of client information following the company’s security policy.
• Collaborating with Engineering and Product teams to escalate and resolve complex customer issues.
• Supporting internal teams (Accounting, Customer Success, etc.) by completing assigned tasks.

Essential Qualifications

To be successful in this role, you should have:

• At least 2 years of proven experience in a remote Customer Support role.
• Fluency in English and Spanish (C1 level) with exceptional verbal and written communication skills.
• Strong analytical and problem-solving skills, with meticulous attention to detail.
• Demonstrated ability to take ownership of tasks and work independently.
• A strong customer-centric mindset.

Preferred Qualifications

While not required, the following qualifications are considered an asset:

• Experience providing customer support to B2B clients.
• Experience collaborating with international teams.

Skills and Competencies

To excel in this role, you should possess:

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Strong customer service skills and a customer-centric approach.
• Ability to work independently and as part of a team.

Career Growth Opportunities

At blithequark, we are committed to the growth and development of our employees. As a Bilingual Customer Support Representative, you will have opportunities to:

• Advance to a more Senior Customer Support position.
• Explore other roles within the Support Team or related departments.
• Develop your skills and knowledge through training and development programs.

Work Environment and Company Culture

blithequark is a remote-first company, meaning you can work from anywhere - whether that's from the comfort of your own home, a coffee shop, or a co-working space. We value diversity, equity, and inclusion and are committed to creating a positive and inclusive work environment. Our core values include Commitment, Excellence, Collaboration, Trust, and Care, which guide our actions and decisions.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• A home office setup budget.
• High-end laptop, monitor, and any additional IT equipment needed.
• Reimbursement of co-working space expenses.
• Compensation for sports, yoga, mental, and other health and wellness-related activities.
• Reimbursement of participation in sports competitions.
• Unlimited health-related time off.

Conclusion

If you are a motivated and customer-focused individual looking for a challenging and rewarding role, we encourage you to apply for the Bilingual Customer Support Representative position at blithequark. Join our dynamic team and contribute to delivering exceptional customer experiences while growing your career in a fast-paced and innovative environment.