Introduction to blithequark
At blithequark, we are revolutionizing the way people play the lottery by providing a secure, convenient, and fun mobile platform. As the first mobile lottery app in the U.S., we offer players the ability to order official state lottery tickets, such as Powerball, Mega Millions, and more, via their smartphones. Our mission is to modernize the $300B global lottery market and make playing the lottery a positive experience for everyone. We are committed to creating a more responsible and enjoyable way to play, and we are 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 mobile lottery app.
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, ensuring positive customer experiences and resolving issues efficiently.
- Collaborate across 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 technologies.
- 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, chargebacks, and other payment methods.
- 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 effective 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:
- Excellent communication skills: The ability to communicate complex information in a clear and concise manner, both verbally and in writing.
- Strong problem-solving skills: The ability to analyze complex issues and develop effective solutions, with a customer-centric approach.
- Ability to work in a fast-paced environment: The ability to work in a dynamic and rapidly changing environment, with a high level of flexibility and adaptability.
- Strong time management and organizational skills: The ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a timely and efficient manner.
- Customer-centric approach: A strong focus on delivering exceptional customer experiences, with a passion for providing outstanding support and resolving issues efficiently.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to providing our employees with opportunities for career growth and development. As a Customer Support Associate, you will have the opportunity to develop your skills and knowledge, with access to training and development programs, mentorship, and coaching. You will also have the opportunity to work with a talented and experienced team, with a strong focus on collaboration and teamwork.
Work Environment and Company Culture
At blithequark, we are proud of our company culture, which is built on a foundation of innovation, creativity, and customer-centricity. We are a dynamic and rapidly growing company, with a strong focus on delivering exceptional customer experiences and making a positive impact on our community. As a remote employee, you will be part of a virtual team, with the opportunity to work independently and manage your time effectively. We offer a range of benefits and perks, including flexible working hours, remote work options, and a comprehensive benefits package.
Compensation, Perks, and Benefits
The starting rate for this role is $28 per hour, with opportunities for overtime and career advancement. We offer a range of benefits and perks, including:
- Flexible working hours: The ability to work independently and manage your time effectively, with flexible working hours and remote work options.
- Comprehensive benefits package: A range of benefits, including health, dental, and vision insurance, 401(k) matching, and paid time off.
- Opportunities for career advancement: The opportunity to develop your skills and knowledge, with access to training and development programs, mentorship, and coaching.
- Recognition and rewards: A range of recognition and rewards programs, including employee recognition awards, bonuses, and incentives.
Conclusion
If you are a motivated and customer-focused individual, with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Customer Support Associate at blithequark, you will have the opportunity to work with a talented and experienced team, develop your skills and knowledge, and make a positive impact on our community. Don't miss out on this opportunity to join a dynamic and rapidly growing company, with a strong focus on innovation, creativity, and customer-centricity. Apply now to become a part of our team and help us revolutionize the way people play the lottery.
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