**Customer Support Specialist - 2nd Shift at blithequark**

Are you passionate about delivering exceptional customer experiences and making a meaningful impact in people's lives? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join blithequark's Customer Support team as a Customer Support Specialist - 2nd Shift. **About blithequark** At blithequark, we're on a mission to create joy in people's lives. We're a company that's not just about creating delicious and award-winning products, but also about empowering kids to pursue their dreams through our fundraising platform and hosting Double Good Days events across the country to bring all-ability fun to children with special needs and their families. As featured on the Today Show, we're a company that's deeply committed to our social mission and creating a positive impact in the world. **The Role** As a Customer Support Specialist - 2nd Shift, you'll play a critical role in delivering exceptional customer experiences that build trust and brand loyalty. You'll be responsible for providing timely, accurate, and empathetic support to customers via email, chat, and phone, ensuring resolution of inquiries and issues related to orders, fundraising events, product information, and account management. This role requires a high level of emotional intelligence, adaptability, and problem-solving skills, as well as the ability to work cross-functionally with shipping, product, and technical support teams to resolve escalations. **Responsibilities** * Respond to and resolve customer inquiries through email, chat, social, and phone within established SLAs * Provide accurate and complete resolutions on the first attempt whenever possible * Adapt communication tone to match customer sentiment, showing empathy and professionalism * Troubleshoot order, account, and platform issues; escalate to appropriate teams when necessary * Accurately categorize, tag, and document all tickets in the support system * Follow established policies, templates, and best practices in every interaction * Track recurring issues and escalate patterns to leadership for continuous improvement * Participate in team meetings, training, and coaching sessions * Contribute feedback to improve macros, knowledge base articles, and processes * Support peak-season demand with occasional overtime if required **Experience & Skills We Value** * 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** * 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)** We're committed to creating a workplace where everyone feels valued and respected. We believe in equal pay for equal work and strive to provide a competitive compensation and benefits package that reflects the value we place on our employees. **Base Pay Range** * $24 per hour plus $0.50 per hour shift premium for 2nd shift * Target Annual Bonus: 10% of base salary **Benefits** * Double Good offers competitive benefits including medical, dental, and vision coverage with plans that can fit each teammate's needs * Immediate vesting in our 401k plan * Paid time off * Company-paid leaves * Other perks including a Popcorn Allowance (yup, free popcorn!) **Work Environment & Culture** As a remote Customer Support Specialist - 2nd Shift, you'll have the flexibility to work from the comfort of your own home. Our team is collaborative, supportive, and passionate about delivering exceptional customer experiences. We're committed to creating a workplace that's inclusive, diverse, and respectful of all employees. **How to Apply** If you're passionate about delivering exceptional customer experiences and making a meaningful impact in people's lives, we invite you to apply for this role. Please submit your application through our website or by clicking on the link below. We can't wait to hear from you! **Additional Information** Double Good 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). **Contact Us** If you have any questions or would like to learn more about this role, please don't hesitate to contact us. We're always happy to chat with potential candidates and answer any questions you may have. Thank you for considering this opportunity to join blithequark's Customer Support team! Apply for this job