Customer Service Specialist III (Remote) at Blackhawk Network

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About Blackhawk Network:

At Blackhawk Network, we shape the future of global branded payments through the prepaid products, technologies and network that connect brands and people. Our collaborative innovation and scalable, security-minded solutions help our partners to increase reach, loyalty and revenue. We believe our future holds great things for Blackhawk Network and its partners. We believe that together, we can shape the future. Our beliefs? Win as one team, be innovative, global excellence and be inspiring!

This position may be performed remotely anywhere within the United States except for the State of Colorado, Alaska, North Dakota, or South Dakota.

Overview:

Rybbon, a Blackhawk Network Business, is looking for a Customer Support Rep to join our fast-growing Support Team. The role focuses on helping customers successfully use our online digital rewards service. We're seeking a candidate that gains fulfillment from helping others and has a passion for problem solving. This is a fantastic opportunity for aspiring Customer Support professionals who are interested in working for a global tech company and interacting with a global customer base. You will love this role if you're interested in a support role with a customer-centric culture, advancement opportunities, great executive support at an innovative and exciting company.

Rybbon, a Blackhawk Network Business, is an exciting, fast growing SaaS platform for marketers and market researchers to send and manage global e-gift campaigns such as Amazon and Visa e-gift cards. Our customers love how Rybbon makes sending rewards to hundreds and thousands of recipients easy and efficient. Rybbon provides marketers and market researchers with one-stop access to 190+ global e-gift cards, donations, and prepaid reward options. Rybbon is at the forefront of the digital wave sweeping the $170B rewards industry and has more than 1000 customers including key strategic partnerships such as Marketo, HubSpot, SurveyMonkey, and Qualtrics. Rybbon was acquired in August 2021 by Blackhawk Network, a global leader in branded payments. Blackhawk is a multibillion-dollar, U.S.-based corporation, with headquarters in Pleasanton, California, and offices in over 28 countries. Blackhawk's beliefs? Win as one team, be innovative, have global excellence, and be inspiring!

Responsibilities:

  • Play a key role in a 6-person Support Team, lots of room for growth & advancement
  • Perform the customer due diligence process for new Rybbon accounts
  • Work with our Reward Partners to facilitate prepaid reward approvals
  • Coordinate the resolution of any customer issues and complaints by leveraging internal resources. This can include cross departmental collaboration.
  • Proactively identify potential customer escalations and resolve with proper solutions.
  • Escalate advanced technical problems or product issues to the product team and management, and manage communication until resolution.
  • Collaborate and innovate with executives and team members to create efficient processes and messaging to foster the growth of the Support Team and improve our customers' experiences with Rybbon.
  • Implement best-in-class customer support practices with customers to provide a high-quality customer experience
  • Identify mismatched expectations between customers and Rybbon, and work to align expectations, implement changes to ensure expectations are met and exceeded on both sides, and make strategic decisions on how to manage customer expectations.
  • Achieve performance metrics and goals set by management


Qualifications:

  • Four-year college degree
  • 2-5 years of customer support or account management experience, preferably B2B SaaS customer support
  • Excellent communication skills, both verbal and written (writing samples required)
  • A track record of high achievement - tell us what you've done that makes you a winner!
  • Integrity, energy, and genuine desire to understand and solve customer pain points
  • The ability to work in a team environment and collaborate effectively
  • Strong critical thinking and problem-solving skills
  • Experience with tools like Zendesk, Asana, or other ticketing systems is a plus
  • Previous support experience in digital rewards, gifting, research, marketing, or survey tools is a plus.

What we offer:
  • Growth and advancement opportunities
  • Health and retirement benefits including 401K with company match
  • Generous paid time off including a Holiday schedule and employee appreciation days
  • A culture that values creativity, integrity, and passion for delivering a wonderful customer experience, and an environment that cultivates professional growth
  • Internal employee recognition programs


EEO Statement:

Blackhawk Network provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Blackhawk Network believes that diversity leads to strength. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
More Information on Blackhawk Network
Blackhawk Network operates in the eCommerce industry. The company is located in Pleasanton, CA. Blackhawk Network was founded in 2022. It has 2265 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 44 open jobs at Blackhawk Network, click here.
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