Experienced Customer Experience Specialist – Nonprofit Software Support & Advocacy

At blithequark, we're on a mission to revolutionize the way nonprofits interact with their supporters, and we're looking for a talented Customer Experience Specialist to join our team. As a key member of our support team, you'll be the frontline advocate for our customers, providing timely, empathetic, and effective support across all communication channels. If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you.

About blithequark

blithequark is a leading provider of innovative software solutions for nonprofits. Our platform empowers organizations to deepen trust with their supporters, increase engagement, and drive meaningful impact. We're a remote-first company that values asynchronous work, collaboration, and innovation. Our team is dedicated to creating a supportive and inclusive environment where everyone feels valued, respected, and empowered to contribute their unique perspectives and talents.

Key Responsibilities

As a Customer Experience Specialist at blithequark, you'll play a critical part in ensuring a positive customer experience and maintaining strong client relationships by:

• Responding promptly to customer inquiries via email, chat, phone, or ticketing systems
• Providing accurate, valid, and complete information by using available tools and resources
• Troubleshooting and resolving product or service issues effectively, escalating complex issues as necessary
• Following up to ensure complete resolution of customer issues
• Serving as the voice of the customer by identifying common pain points and sharing feedback with internal teams (Product, Engineering, Sales)
• Maintaining a high level of professionalism and empathy in all interactions
• Approaching every interaction with empathy and a desire to understand the emotional context behind the issue
• Championing a donor-first mindset, ensuring that every solution helps nonprofits deepen trust with their supporters
• Documenting solutions and standard operating procedures for both internal use and customer-facing knowledge bases
• Continuously updating personal knowledge of product features, updates, and changes
• Managing a queue of support tickets efficiently while adhering to SLA timelines
• Participating in team meetings, training sessions, and quality assurance activities
• Contributing to support documentation and FAQ updates
• Developing deep knowledge of blithequark's features and how they integrate within nonprofit tech ecosystems
• Proactively educating customers on best practices, new features, and optimization strategies
• Assisting in onboarding new customers through product walkthroughs or demos when necessary

What You Bring

To succeed in this role, you'll need:

• Strong technology background and an eagerness to learn and adapt to new tech tools
• Exceptional customer service skills, combined with the ability to explain technical concepts in a clear and accessible manner in both written and verbal formats
• A positive and upbeat attitude that leaves a lasting positive impression on customers
• Proven problem-solving skills, remaining composed and efficient even in challenging situations
• Organizational prowess, including detailed note-taking, meeting scheduling, and deadline management
• Self-driven and motivated, thriving in a remote work environment
• Familiarity with nonprofit software and the challenges nonprofits face in utilizing technology effectively (an asset!)
• Basic to intermediate CSS experience (an asset!)

Why Join Us

At blithequark, we offer:

• A supportive and innovative company culture that values asynchronous work and remote collaboration
• A voice that's heard, contributions that are valued, and the empowerment to make a lasting impact
• The opportunity to apply your technical skills to solve creative and challenging problems that contribute to meaningful causes
• Ownership of your tasks, successes, and even a stake in the company's growth
• An attractive benefits package and a progressive time-off philosophy
• The flexibility of working from home within a well-established virtual team that's always been a key component of our environment
• A commitment to cultivating an inclusive workplace where diversity is celebrated, and every individual feels valued, respected, and empowered to contribute their unique perspectives and talents

How to Apply

If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job