Customer Support Specialist - 2nd Shift at blithequark

Are you passionate about delivering exceptional customer experiences and creating joy for others? Do you thrive in a dynamic, fast-paced environment where no two interactions are ever the same? If so, we invite you to join blithequark's team as a Customer Support Specialist - 2nd Shift. As a key member of our customer support team, you will play a vital role in building trust and brand loyalty with our customers, ensuring their satisfaction, and empowering them to pursue their dreams. About blithequark At blithequark, we're on a mission to create joy in people's lives. We believe that everyone deserves to experience the thrill of our award-winning popcorn, the ease of our fundraising platform, and the joy of our Kids Foundation events. As a socially responsible company, we're committed to empowering kids to pursue their dreams and creating a positive impact on our communities. Our team is passionate about delivering exceptional customer experiences, and we're looking for like-minded individuals to join our journey. The Role As a Customer Support Specialist - 2nd Shift, you will be responsible for providing timely, accurate, and empathetic support to customers via email, chat, and phone. You will be the face of blithequark, ensuring that every interaction is a positive and memorable experience for our customers. Your primary responsibilities will include: * Responding to and resolving customer inquiries through email, chat, social, and phone within established Service Level Agreements (SLAs) * Providing accurate and complete resolutions on the first attempt whenever possible * Adapting communication tone to match customer sentiment, showing empathy and professionalism * Troubleshooting order, account, and platform issues; escalating to appropriate teams when necessary * Accurately categorizing, tagging, and documenting all tickets in the support system * Following established policies, templates, and best practices in every interaction * Tracking recurring issues and escalating patterns to leadership for continuous improvement * Participating in team meetings, training, and coaching sessions * Contributing feedback to improve macros, knowledge base articles, and processes * Supporting peak-season demand with occasional overtime if required Experience & Skills We Value To succeed in this role, you will need to possess: * Excellent written and verbal communication skills * Strong problem-solving and critical thinking abilities * Ability to manage multiple tickets simultaneously and prioritize effectively * Proficiency with customer support platforms (e.g., Kustomer, Zendesk, Freshdesk, or similar) * High emotional intelligence and adaptability in customer interactions * Reliable internet connection * High School Diploma or GED equivalent * 1-2 years in customer support, call center, or help desk environment Nice to Have and/or You'll Learn While not required, experience with the following would be beneficial: * Experience with eCommerce or fundraising platforms * Familiarity with shipping/logistics workflows * Familiarity handling and protecting sensitive user data such as payment information, EINs, SSNs, etc * Previous experience with automation or AI-driven support tools * 2+ years in remote customer support for eCommerce, SaaS, or retail Equal Pay Disclosure(s) At blithequark, we're committed to creating a fair and equitable work environment. We offer a competitive compensation and benefits plan, including: * Base Pay range: $24 per hour plus $0.50 per hour shift premium for 2nd shift * Target Annual Bonus: 10% of base salary * Benefits: competitive benefits including medical, dental, and vision coverage, immediate vesting in our 401k plan, paid time off, company-paid leaves, and other perks, including a Popcorn Allowance (yup, free popcorn!) Work Environment & Company Culture As a remote Customer Support Specialist - 2nd Shift, you will be working from the comfort of your own home, surrounded by your favorite snacks (including our award-winning popcorn, of course!). Our team is passionate about delivering exceptional customer experiences, and we're looking for like-minded individuals to join our journey. We're committed to creating a positive and inclusive work environment, where everyone feels valued and empowered to contribute their best work. If you're passionate about delivering exceptional customer experiences and creating joy for others, we invite you to apply for this exciting opportunity. Please apply including your resume and a cover letter, to. We can't wait to hear from you! Equal Employment Opportunity blithequark is an Equal Opportunity and Affirmative Action employer, working in compliance with both federal and state laws. We are committed to the concept of Equal Employment opportunity. Qualified candidates will be considered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition, or disability. The EEO is the law and is available here. Right to Work Statement (English and Spanish).