**Experienced Associate, Customer & Product Support – Empowering Enterprise Decision-Making through Exceptional Support**

Are you a customer-centric professional with a passion for delivering world-class support and driving business growth? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join the Customer & Product Support team at blithequark, a leading provider of AI-driven market intelligence solutions. **About blithequark** blithequark is a global leader in market intelligence and search, empowering the world's most sophisticated companies to make informed decisions. Our cutting-edge platform is trusted by over 4,000 enterprise customers, including a majority of the S&P 500. With a presence in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland, we offer a unique opportunity to join a diverse and global team. **About the Team** Our Customer & Product Support team is the first point of contact for our customers, providing exceptional support and guidance to ensure seamless access and optimal utilization of our market-leading platform and products. We are committed to delivering prompt, knowledgeable, and consistent responses that exceed customer expectations. As a key member of this team, you will play a vital role in driving positive customer outcomes and contributing to the overall success and growth of the enterprise. **About the Role** We are seeking an experienced Associate, Customer & Product Support to join our growing team. This role requires a unique blend of technical knowledge, customer understanding, and communication skills to deliver exceptional support and drive business growth. As a key partner to our product management and engineering teams, you will be responsible for: * Delivering a world-class customer experience through prompt, knowledgeable, and consistent responses * Acting as the first line of defense and a point of escalation for complex customer inquiries and technical issues * Guiding customers through features and functionalities to maximize their experience and fully resolve their challenges or questions * Identifying commonly asked questions to drive better documentation, help center articles, or in-app tours * Partnering with Customer Education on live training, answering queries, and owning the chat function within each session * Investigating, diagnosing, troubleshooting, and finding solutions for queries sent through emails and live chats, leading support calls directly with customers as needed * Escalating tickets to appropriate teams when needed and retaining a position as the customer's point person through regular updates and confirming resolution * Collaborating with Product and Engineering teams to identify product opportunities and convey customer feedback * Owning level 1 support of internal support channels, resolving as many issues and prioritizing fixes where appropriate * Leading on wider incident responses in partnership with SRE, ensuring customer impact is known and acting as a liaison between Engineering and the Support team to ensure customers are receiving the most up-to-date information * Building expertise on our product and continuously learning, staying up-to-date on new features, and filling gaps in knowledge * Contributing to and leading new hire training sessions, including giving input on onboarding materials to ensure accuracy and comprehensiveness * Identifying areas to improve content and contributing to creating and updating knowledge base articles, tutorials, and other support documentation based on expertise * Leading on new features for beta by testing, giving feedback, and acting as an expert for the Support team **Who You Are** * An intelligent, articulate, consultative, and confident client-facing professional with 3 or more years of experience working in a client/product support role * A customer-first mindset and enjoy working through complex problems to find solutions * Thrive in a collaborative environment and take pride in providing assistance to others, always ready to offer support whenever it's needed * Dedicated to helping improve the customer experience and contribute to the overall success and growth of the enterprise * Strong communication skills, with an innate ability to distill and explain complex issues in simple terms * Curious, proactive, and possess a continuous improvement mindset with the ability to learn quickly and adapt * Strong attention to detail, effective time management skills, and the ability to rigorously prioritize under pressure * An interest in AI, technology, and software applications **What We Offer** * A dynamic and global work environment with opportunities for growth and development * A competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off * A comprehensive training program to help you develop your skills and expertise * A collaborative and supportive team environment with opportunities for professional growth and development * A chance to work with a leading provider of AI-driven market intelligence solutions and make a meaningful impact on the business * A flexible and remote work arrangement, with opportunities to work from home or in our offices **How to Apply** If you are a motivated and customer-centric professional with a passion for delivering exceptional support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications for the role. We look forward to hearing from you! **Equal Employment Opportunity** blithequark is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling blithequark's commitment to equal employment opportunity. blithequark does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at blithequark, including recruitment, hiring, training, advancement, and termination. **Recruiting Scams and Fraud** We at blithequark have been made aware of fraudulent job postings and individuals impersonating blithequark recruiters. These scams may involve fake job offers, requests for sensitive personal information, or demands for payment. Please note: * blithequark never asks candidates to pay for job applications, equipment, or training. * All official communications will come from an @blithequark.com email address. * If you're unsure about a job posting or recruiter, verify it on our Careers page. If you believe you've been targeted by a scam or have any doubts regarding the authenticity of any job listing purportedly from or on behalf of blithequark, please contact us. Your security and trust matter to us. Apply for this job