Experienced Customer Support Specialist – Delivering Exceptional Service in FinTech at blithequark

Welcome to blithequark

Imagine being part of a revolutionary FinTech company that is changing the way medical practices operate by providing the simplest, fastest, and most inclusive Buy Now, Pay Later solutions. At blithequark, we enable medical practices to treat more patients by making their services more financially accessible. Founded in 2019 by Stanford entrepreneurs with a proven track record of success and backed by top-tier investors, blithequark is an extremely fast-growing company that is poised to disrupt the FinTech industry.

About the Role

We are seeking a highly skilled and experienced Customer Support Specialist to join our dynamic team. As a Customer Support Specialist at blithequark, you will be on the front lines of delivering exceptional customer experiences to our providers and borrowers. Your primary goal will be to resolve customer inquiries with a one-call-resolution mindset, ensuring that our customers receive the best possible support. If you are a customer-centric individual with a passion for problem-solving and a drive to deliver exceptional results, we want to hear from you.

Key Responsibilities

• Work with customers to satisfy inquiries with one-call-resolution in mind, ensuring that all customer interactions are handled efficiently and effectively
• Review, monitor, engage, and keep track of a high volume of customers per day, utilizing your exceptional organizational skills to prioritize tasks and manage your workload
• Handle inbound and outbound calls, live chats, emails, and texts to assist consumers and providers, demonstrating your ability to communicate effectively across multiple channels
• Review current strategies and provide feedback on how to improve the department and blithequark as a whole, showcasing your analytical skills and ability to think critically
• Accurately document all interactions and account-level issues, maintaining meticulous records and ensuring that all customer information is up-to-date and accurate
• Provide problem-solving resolutions to inquiries and recommend action based on conversation and account assessment, utilizing your exceptional problem-solving skills to resolve complex customer issues
• Work directly with management for improvements from the patient level to the systems and processing level, collaborating with cross-functional teams to drive business growth and improvement
• Work in a startup environment to strive for improvement with both the quality and method of interaction with patients and practices, embracing a culture of continuous learning and innovation
• Be an integral part of the growth of a small company with interactions across all departments, contributing to the development of a dynamic and supportive team culture
• Shift schedule flexibility required, including weekends and some holidays, demonstrating your ability to adapt to changing business needs and priorities
• De-escalate scenarios and present resolutions for tough-to-navigate situations, showcasing your exceptional communication and conflict resolution skills

Essential Qualifications

• 1+ years of experience in customer support, with a proven track record of delivering exceptional customer experiences
• Experience with consumer lending or financial products desired, with a strong understanding of the FinTech industry and its complexities
• Proven ability to multi-task and de-escalate situations across omni-channel communication inquiries, with exceptional problem-solving and conflict resolution skills
• Exceptional ability to prioritize tasks, organize, and pay strict attention to detail, with a strong focus on quality and accuracy
• Strong work ethic and pride in performance, with a drive to deliver exceptional results and exceed customer expectations
• Experience working in a start-up environment is highly preferred, with a willingness to adapt to changing business needs and priorities
• Ability to work independently in a fast-paced, ever-changing environment with a team-first mentality, collaborating with cross-functional teams to drive business growth and improvement
• College Degree desired, with a high school diploma or GED required, and intermediate-level skills in working with Excel/Google Sheets highly preferred
• Excellent written and verbal communication skills, with attention to detail and a strong focus on quality and accuracy

Preferred Qualifications

• Experience working in a FinTech company or a related industry, with a strong understanding of the regulatory environment and compliance requirements
• Knowledge of customer support software and technology, with experience using tools such as CRM systems and helpdesk software
• Certifications or training in customer support, such as CCNA or CSS, with a commitment to ongoing learning and professional development
• Experience working in a remote or virtual team environment, with a strong ability to communicate effectively and collaborate with team members

Skills and Competencies

To be successful in this role, you will need to possess a unique combination of skills and competencies, including:

• Exceptional customer service skills, with a strong focus on quality and accuracy
• Strong problem-solving and conflict resolution skills, with the ability to think critically and outside the box
• Excellent communication and interpersonal skills, with the ability to communicate effectively across multiple channels
• Strong organizational and time management skills, with the ability to prioritize tasks and manage your workload
• Ability to work independently and as part of a team, with a strong focus on collaboration and teamwork
• Strong analytical and problem-solving skills, with the ability to think critically and outside the box
• Ability to adapt to changing business needs and priorities, with a strong focus on flexibility and agility

Career Growth Opportunities and Learning Benefits