Welcome to blithequark
At blithequark, our mission is to revolutionize the insurance industry by making it 100% digital and accessible to everyone. As a leading global no-code insurance platform for health, life, and P&C, we empower insurance companies to innovate and thrive in a rapidly changing world. With a strong presence in Asia, EMEA, and the Americas, we're committed to delivering exceptional customer experiences and making a lasting impact on the communities we serve.
About Our Team
We're an international, diverse team of over 120 people from 30 nationalities, working remotely from all over the world. Our team members are passionate about what they do, and we're dedicated to creating a workplace that you'll love coming to. We believe that bringing together a diversity of thoughts, expressions, and perspectives is key to building the best culture for equally diverse communities worldwide. With a proven track record of growth and innovation, we're constantly working towards making blithequark a place where you can grow, learn, and thrive.
Top Reasons to Join Us
- Competitive salary and benefits package
- 100% remote work arrangement for a better work-life balance
- Opportunity to work on the latest technology and innovations in the InsurTech industry
Job Summary
We're looking for an experienced Customer Support Specialist to lead and manage our customer service function, delivering high-quality support experiences to our clients and partners. As a key member of our team, you'll develop and implement customer service policies, procedures, and standards that align with our business goals and customer expectations. With a strong focus on customer satisfaction and retention, you'll monitor and analyze customer service metrics, identify areas for improvement, and drive team performance to achieve exceptional results.
Key Responsibilities
- Lead and manage the customer service function to deliver high-quality support experiences to our clients and partners
- Develop and implement customer service policies, procedures, and standards to align with business goals and customer expectations
- Monitor and analyze customer service metrics to identify areas for improvement, drive team performance, and report insights to leadership
- Handle escalated customer issues and complaints with professionalism and urgency, ensuring timely resolution and customer satisfaction
- Collaborate cross-functionally with Product, Engineering, Sales, and Operations teams to resolve customer pain points and improve our platform experience
- Build a feedback loop between customer support and product development to enhance feature development and usability
- Work with ticketing systems to streamline processes and enhance support efficiency (e.g., Zendesk, HubSpot, Salesforce)
- Help define and drive adoption of KPIs such as CSAT, NPS, resolution time, and first contact resolution
- Support the implementation of new tools and systems to scale customer support and improve automation where appropriate
- Stay informed on industry trends in InsurTech and customer experience to continuously raise the bar in our service delivery
- Actively participate in strategic discussions around customer lifecycle, retention, and satisfaction
Requirements and Qualifications
To succeed in this role, you'll need:
- Minimum 6 years of experience in customer service for a tech or SaaS company, including at least 2 years in a managerial or team lead role
- Strong understanding of customer service practices and customer journey management within tech or SaaS companies
- Previous experience in the insurance or InsurTech space is a strong advantage
- Proven track record of leading and scaling customer service operations in a fast-paced environment
- Proficiency with customer support platforms and CRM systems (e.g., Jira, Zendesk, Intercom, HubSpot, Salesforce)
- Exceptional problem-solving skills and a proactive approach to resolving customer challenges
- Strong communication and interpersonal skills to build rapport with customers and collaborate effectively with internal teams
- A data-driven mindset with the ability to interpret support metrics and translate them into actionable improvements
- Fluent in English; additional language skills are a plus
What We Offer
In return for your hard work and dedication, we offer:
- Fully remote work arrangement for a better work-life balance
- Flexible leave and vacation policies to recharge and relax
- International environment with a diverse team of professionals from around the world
- Competitive remuneration package and performance bonus to recognize your achievements
- Stock options after 6 months to give you a stake in our success
- Company activities and events to connect with your colleagues and have fun
- Learning and development plan to help you grow and advance in your career
- Remote work allowance to support your home office setup and productivity
Our Culture and Values
At blithequark, we're committed to creating a workplace that's inclusive, supportive, and empowering. We believe in:
- Embracing diversity and promoting equality in all aspects of our business
- Fostering a culture of innovation, creativity, and continuous learning
- Building strong relationships with our customers, partners, and colleagues
- Delivering exceptional customer experiences and making a positive impact on our communities
How to Apply
If you're passionate about customer support, innovation, and making a difference, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to join our team of dedicated professionals. By applying, you confirm that you have read, understood, and accepted the content of blithequark's Privacy Notice and consent to the processing of your data as part of this application.
Conclusion
At blithequark, we're on a mission to revolutionize the insurance industry and make a lasting impact on the communities we serve. As a Customer Support Specialist, you'll play a critical role in delivering exceptional customer experiences and driving our success. If you're ready to join a dynamic team of professionals, learn and grow with us, and make a difference in the world, apply now to become a part of our journey.
Apply Now