Product Support Specialist (Schedule: 12am - 8am PT/4am - 12pm AST)

Are you energized by providing excellent customer experience and sharing your knowledge to help people solve their problems?

We’re looking for a Product Support Specialist to join us at Thinkific.

Thinkific’s Support Team is fueled by empathy and a genuine commitment to the customer experience. Every support interaction accelerates each creator's unique path to success.

We live by our Mantra Serve the individual’, which encapsulates the commitment and focus on providing personalized and tailored support to each creator on an individual level.

It emphasizes the importance of understanding and addressing their unique needs, challenges, and goals, just like we recognize each creator’s unique genius .

As a Product Support Specialist at Thinkific, you’ll work on a newly formed team that will be the drivers for delivering on our vision.

You’ll work directly with our highest-value customers to not only answer questions but also help customers extract the most value from our product to fuel their success.

You will role model what best-in-class support looks like while living our core values every day. You’ll also uphold our standards of excellence amongst our frontline Support Champions through hands-on support and training.

Reporting to the Team Lead, you’ll identify and action improvements to our processes, knowledge base, and overall operations to continuously level up our support offering.

Thinkific is expanding our Support Hours and this role will help accomplish that goal! We are looking for Product Support Specialists to work 12am - 8am PT / 4am AST - 12pm AST to better support our EU customers.

Your goal will be to drive best-in-class customer experiences. Here’s how you’ll accomplish this :

Handle the highest-value support inquiries via email, phone, and screen share to : provide and model the best in class experience to our customers and frontline Champion team, living our support values every single day;

Provide priority-level support to Thinkific Plus and Payments customers; Handle escalations and urgent tickets quickly; Identify, reproduce, and document bugs for the Technical Support team

• Help customers extract the most value from the product and help them find business success through utilizing opportunities for product adoption and plan upgrades
• Spot potential churn risk and work with internal teams to save the customer
• Identify, suggest, and action improvements to our operations, enablement, processes, and workflows to continually drive better experiences
• Assist and answer our frontline Champion team questions with a focus on training, documentation, and overall process improvement

The person we have in mind likely :

• Has 2+ years of experience in an online customer-facing role (ideally in SaaS) where they’ve used their stellar verbal and written communication skills to explain technical problems succinctly and clearly articulate solutions to customers
• Has a high degree of emotional intelligence and can successfully work with high-value and escalated customers
• Acts as an independent problem solver. They don’t give up when they don’t know the answer immediately. While they rarely run into a roadblock they can't creatively get around, they're humble enough to ask for help whenever they need it
• Has experience troubleshooting software-related issues across common browsers and is technically savvy constantly staying up to date by quickly learning the ins and outs of different platforms and apps
• Possesses the flexibility to help with rotating weekend and holiday coverage
• Loves to learn and grow. They’ve found (and keep looking for) ways to level up their skills in this field, whether that’s through formal education, gaining professional experience, or maybe even building their own business

These things would also be nice, but we think you could learn them on the job :

• Holds a basic understanding of HTML / CSS (but any coding skills are valuable)
• Experience with domain hosting and setting up custom domains
• Familiarity with Asana, Slack, Google Drive, and / or TextExpander
• Has worked with Stripe Payment processing

The recruitment compensation range for this position is $55,000 - $65,000 CAD

Diversity, Equity, Inclusion and Belonging & Accessibility

This is just our initial idea of who we’re looking for! At Thinkific, we know that people have unique career journeys. If your experience is close to what we’ve described but you feel that you might be missing a few of the requirements, please still apply! We believe in equal opportunity and are committed to diversity, equity, inclusion, and belonging across every facet of our business.

We’re also committed to providing a comfortable and accessible interview experience for every candidate. If there are any accommodations our team can make throughout our hiring process (big or small), please let us know.