Customer Service Rep I

Full job description
About Blackhawk Network:
Today, through BHN’s single global platform, businesses of all kinds can tap into the world’s largest network of branded payment solutions. BHN helps businesses grow revenue, increase loyalty, motivate and reward their teams, disburse funds and engage consumers. Branded payment solutions include the issuance and distribution of gift cards, egifts, corporate payouts and rewards, along with the technology to deliver these products in seamless, integrated ways. BHN’s network spans the globe with more than 400,000 consumer touchpoints. Learn more at BHN.com.
Overview:
BHN Rewards, a Blackhawk Network Business, is seeking a Customer Support Representative to join our rapidly expanding Support Team. The primary responsibility of this role is to assist customers in effectively utilizing our online digital rewards service. We are looking for an individual who finds satisfaction in helping others and possesses a strong passion for solving problems. This is an excellent opportunity for aspiring Customer Support professionals who are eager to work for a global tech company and engage with a diverse customer base worldwide.

You will enjoy this role if you are interested in a customer-focused support position, with opportunities for advancement and strong executive backing at an innovative and exciting company.

Who We Are

BHN Rewards, a Blackhawk Network Business, is a rapidly growing SaaS platform for marketers and market researchers. It enables them to send and manage global e-gift campaigns, including popular options like Amazon and Visa e-gift cards. Our customers appreciate the convenience and efficiency of using BHN Rewards to send rewards to hundreds and thousands of recipients. The platform offers access to 190+ global e-gift cards, donations, and prepaid reward options, making it a one-stop solution for marketers and market researchers. BHN Rewards is leading the way in the digital transformation of the $170 billion rewards industry and has over 1000 customers, including key strategic partnerships with Marketo, HubSpot, Microsoft, SurveyMonkey, and Qualtrics.

BHN Rewards was acquired by Blackhawk Network in August 2021. Blackhawk Network is a global leader in branded payments and a multibillion-dollar, U.S.-based corporation with headquarters in Pleasanton, California, and offices in over 28 countries. Its core beliefs are to win as one team, be innovative, strive for global excellence, and inspire.
Responsibilities:
Customer Support Representative Key Responsibilities:
Play a key role in a 6-person Support Team, lots of room for growth advancement
Perform the customer onboarding process for new BHN Rewards accounts
Work with our Reward Partners to facilitate prepaid reward approvals
Coordinate the resolution of any customer issues and complaints by leveraging internal resources, including cross-departmental collaboration.
Proactively identify potential customer escalations and resolve them with proper solutions.
Escalate advanced technical problems or product issues to the product team and leadership team and manage communication until resolution.
Collaborate and innovate with executives and team members to create efficient processes and messaging, fostering the growth of the Support Team and improving our customers’ experiences with BHN Rewards.
Implement best-in-class customer support practices with customers to provide a high-quality customer experience
Maintain and achieve performance metrics and goals set by leadership
Qualifications:
Qualifications for the Customer Support Representative position:
Three-year college degree
0-3 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, CXone (NICE), Sharpen, Playvox, SFDC, MS 365, 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 Provident Fund, National Pension System etc.
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
Location: Work-From-Home, Hybrid, or onsite at UL Cyberpark, Kozhikode (Calicut)

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. Read more