Experienced B2B Software Customer Support Specialist for a Leading Beauty and Wellness Marketplace Platform

About blithequark

blithequark is the leading marketplace platform for beauty and wellness, trusted by millions of consumers and businesses worldwide. Our platform is used by over 130,000 businesses and 450,000 stylists and professionals worldwide, processing over 1 billion appointments to date across 120+ countries. Headquartered in London, United Kingdom, with 12 global offices located across North America, EMEA, and APAC, blithequark allows consumers to discover, book, and pay for beauty and wellness appointments with local businesses via its marketplace.

Our Ecosystem

blithequark's ecosystem gives merchants everything they need to run their business seamlessly by facilitating appointment bookings, point-of-sale, customer records management, marketing automation, loyalty, beauty products inventory, and team management. The consumer marketplace unlocks revenue potential for partner businesses by leveraging the power of online bookings and automated marketing through mobile apps and advanced integrations with major tech brands, including Instagram, Facebook, and Google.

Role Overview

Given our exciting and progressive growth plans, we are looking for an exceptional B2B Software Support Specialist to come and join our global Software as a Service business. Working collaboratively with partners, you will be accountable for support tickets and communicate via different channels, including email, voice/phone, live chat, social media, WhatsApp, and SMS at blithequark. This is a great opportunity for someone looking to work in a fast-paced and changing environment, who likes to work autonomously, enjoys a challenge, and wants to make an impact.

Key Responsibilities

• Resolve support tickets and partner contacts (from various channels and sources) using our ticketing system, Hubspot, and support our partner's clients.
• Identify the root cause of issues and problems our partners are experiencing and proactively flag recurring issues, bugs, and contact trends to your Team Lead and the blithequark product teams.
• Take a consultative approach to supporting our partners to make sure they are getting the most out of our software to drive partner retention.
• Find creative solutions to partner problems and identify opportunities to improve our partners' experience with blithequark and to generate more revenue for the business.
• Be a proactive problem solver, going the extra mile to delight our partners.

Testing and Investigating

• Proactively test and investigate problems that our partners raise in our software.
• Reproduce the issues and problems in your own test account and test solutions to the problem that you are solving.
• Maintain your own test account and make sure all features and functionality are up to date, active, and usable for testing purposes.

High Performance

• Be a high performer in the team, exceeding expectations in product knowledge, KPI achievement, and living the values of blithequark.
• Adhere to our Service Level Agreement (SLA) and prioritize timely resolution of tickets.
• Take responsibility for your own performance and development, constantly learning and developing in the role and progressing through the CX structure.
• Support your CX colleagues to achieve their targets and become high performers.
• Constantly strive to raise the standards across the team to create a high-performing culture.

Essential Qualifications

To be successful in this role, you will need to be a curious problem solver, passionate about delighting our partners and their clients. You should be able to deliver high-quality written responses in English to partner questions and queries. A technical mindset is also essential, as you will need to be comfortable using, navigating, and explaining how to use our multifaceted health and wellness software.

Preferred Qualifications

In addition to the essential qualifications, we are looking for someone with the ability to work at pace, continually learning as our software continues to grow and evolve. You should be comfortable dealing with ambiguity and learning through testing and using the product. Enthusiasm, positivity, and a can-do attitude are also essential, as well as the ability to take feedback on board, apply it to your daily activities, and demonstrate humility.

Skills and Competencies

To succeed in this role, you will need to possess excellent communication and problem-solving skills, with the ability to work autonomously and as part of a team. You should be highly organized, with the ability to prioritize tasks and manage your time effectively. A strong understanding of customer service principles and practices is also essential, as well as the ability to work in a fast-paced environment and adapt to changing circumstances.

Career Growth Opportunities

At blithequark, we are committed to helping our employees grow and develop in their careers. As a B2B Software Support Specialist, you will have the opportunity to progress through our CX structure, taking on new challenges and responsibilities as you gain experience and skills. You will also have access to training and development programs, designed to help you build your skills and knowledge and achieve your career goals.

Learning Benefits

As a member of the blithequark team, you will have the opportunity to learn from experienced professionals in the industry, as well as from our comprehensive training programs. You will gain a deep understanding of our software and how it is used by our partners, as well as the skills and knowledge needed to provide exceptional customer support. You will also have the opportunity to learn about new technologies and trends in the industry, helping you to stay up-to-date and ahead of the curve.

Work Environment and Company Culture

At blithequark, we are committed to creating a positive and inclusive work environment, where everyone feels valued and supported. Our company culture is built on the principles of respect, empathy, and teamwork, and we strive to create a workplace where everyone can thrive. We believe in work-life balance and offer flexible working arrangements, as well as a range of benefits and perks to support your well-being and happiness.

Compensation, Perks, and Benefits

As a B2B Software Support Specialist at blithequark, you will be rewarded with a competitive salary and benefits package, designed to recognize your skills and experience. You will also have access to a range of perks and benefits, including flexible working arrangements, professional development opportunities, and a comprehensive wellness program. We believe in recognizing and rewarding our employees' hard work and contributions, and we offer a range of incentives and bonuses to motivate and inspire you.

Conclusion

If you are a motivated and enthusiastic individual, looking for a challenging and rewarding role in a fast-paced and dynamic environment, then we want to hear from you. As a B2B Software Support Specialist at blithequark, you will have the opportunity to make a real difference to our partners and their clients, while developing your skills and knowledge and progressing your career. Don't miss out on this exciting opportunity to join our team and be part of our journey to revolutionize the beauty and wellness industry. Apply now to become a part of the blithequark team and start your journey to success.