Welcome to blithequark
blithequark is revolutionizing the way people play the lottery by offering a secure, convenient, and fun mobile platform. As the first mobile lottery app in the U.S., we provide players with a seamless way to order official state lottery tickets, including Powerball, Mega Millions, and more, directly from their smartphones. Our mission is to modernize the $300B global lottery market, making it accessible and enjoyable for everyone. We're committed to creating a more responsible and user-friendly experience, and we're looking for talented individuals to join our team.
About the Role
As a Customer Support Associate at blithequark, you will play a vital role in delivering exceptional customer experiences to our end-users. You will be the expert resource for our customers, handling incoming inquiries and requests across multiple channels, including phone, email, social media, and in-app messaging. Your goal will be to provide outstanding support, resolve issues efficiently, and ensure that our users have a positive experience with our platform.
Key Responsibilities
- Respond to all customer inquiries and support requests across multiple channels, ensuring that users' needs are met and issues are resolved in a timely and professional manner
- Manage ID verifications, ACH requests, chargebacks, and other day-to-day operational functions, maintaining a high level of accuracy and attention to detail
- Communicate with end-users via phone, voicemail, in-app and web messaging, email, and social media, providing clear and concise information and ensuring positive customer experiences
- Collaborate with internal functions and external third parties to resolve complex issues, demonstrating excellent problem-solving skills and a customer-centric approach
- Continually build and maintain expert-level product knowledge, staying up-to-date with the latest features, updates, and industry developments
Qualifications and Requirements
To be successful in this role, you will need to have prior experience in B2C high-volume support, preferably in a fast-paced and dynamic environment. You should be proficient in customer support platforms such as Helpshift or Zendesk and have excellent communication skills, both verbal and written. Bilingual proficiency in English and Spanish is also required, as well as experience communicating with customers via social media, app store reviews, and other channels.
Essential Qualifications
- Prior B2C high-volume support experience, with a proven track record of delivering exceptional customer experiences
- Proficiency with CS platforms such as Helpshift or Zendesk, with the ability to learn and adapt to new systems and tools
- Excellent communication skills, both verbal and written, with the ability to communicate complex information in a clear and concise manner
- Bilingual proficiency in English and Spanish, with the ability to communicate effectively with customers in both languages
- Experience communicating with customers via social media, app store reviews, and other channels, with a strong understanding of social media platforms and their role in customer support
Preferred Qualifications
- Familiarity with payment processing systems and dispute resolution, including ACH, credit cards, and chargebacks
- Experience working in a remote or virtual environment, with the ability to work independently and manage your time effectively
- Strong problem-solving skills, with the ability to analyze complex issues and develop creative solutions
- Excellent time management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously
Skills and Competencies
To be successful in this role, you will need to possess a range of skills and competencies, including:
- Strong communication and interpersonal skills, with the ability to build rapport with customers and colleagues
- Excellent problem-solving and analytical skills, with the ability to analyze complex issues and develop creative solutions
- Strong time management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously
- Ability to work in a fast-paced and dynamic environment, with a strong sense of adaptability and flexibility
- Strong customer-centric approach, with a focus on delivering exceptional customer experiences and building strong relationships with our users
Career Growth and Learning Benefits
At blithequark, we're committed to helping our employees grow and develop their careers. As a Customer Support Associate, you will have access to a range of training and development opportunities, including:
- Comprehensive onboarding program, with training on our products, systems, and processes
- Ongoing coaching and feedback, with regular check-ins and performance reviews
- Opportunities for career advancement, with a clear path for progression and growth within the company
- Access to industry-leading tools and technologies, with the opportunity to develop your skills and expertise in a range of areas
Work Environment and Company Culture
At blithequark, we're proud of our dynamic and supportive work environment. As a remote team, we're committed to creating a culture that is inclusive, collaborative, and fun. We believe in work-life balance and offer a range of benefits and perks to support our employees' well-being, including:
- Flexible working hours, with the ability to work from home or remotely
- Competitive compensation and benefits package, with opportunities for overtime and bonuses
- Access to a range of wellness and self-care programs, including mental health support and employee assistance programs
- Opportunities for socialization and team-building, with regular virtual events and activities
Compensation and Benefits
The starting rate for this role is $28 per hour, with opportunities for overtime and bonuses. We offer a range of benefits and perks, including:
- Competitive compensation package, with opportunities for growth and advancement
- Comprehensive benefits package, including health, dental, and vision insurance
- 401(k) matching program, with opportunities for retirement savings and planning
- Access to a range of wellness and self-care programs, including mental health support and employee assistance programs
Conclusion
If you're a motivated and customer-focused individual with a passion for delivering exceptional user experiences, we want to hear from you. As a Customer Support Associate at blithequark, you will have the opportunity to work with a dynamic and supportive team, develop your skills and expertise, and contribute to the growth and success of our company. Apply now to join our team and take the first step in an exciting and rewarding career with blithequark.
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