Product Support Specialist, Thinkific
Distributed
CA$55-65k
+ Equity & bonus
Online course creation platform
Open for applications
Online course creation platform
201-500 employees
Open for applications
CA$55-65k
+ Equity & bonus
201-500 employees
Company mission
To make it simple for entrepreneurs and established businesses – our Creator Educators - to scale and generate revenue by teaching what they know.
Role
Who you are
- 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
Desirable
- 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
What the job involves
- 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
- 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
- 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
Our take
As the world becomes increasingly globalized, the competition for jobs is fiercer than ever. Whilst traditional educational institutions are failing to deliver the skills of tomorrow, Thinkific provides a way for the new wave of instructors to meet this educational demand, with its all-in-one course creation platform.
Course creators on Thinkific have unparalleled ownership over their content and course, whilst also having access to a suite of tools to help operate, promote, and monetize those courses. Its customization tools also mean creators can create a strong brand for their knowledge business, with a range of integrations ensuring Thinkific remains a one-stop shop for all their needs.
Its latest updates enhance its capabilities for building engaging customer education programs. New features like advanced customization and CORM integration offer users powerful tools for creating interactive and personalized learning experiences. With continuous innovations, Thinkific remains dedicated to supporting course creators and enterprises, providing them with the flexibility and resources needed to excel in the competitive educational market.
Steph
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
-20% employee growth in 12 months
Company
Funding (2 rounds)
Sep 2020
$22m
EARLY VC
Nov 2019
$2.4m
EARLY VC
Total funding: $24.4m
Company benefits
- Open vacation policy: We're big proponents of sand, sun, and taking time to recharge. As long as you're getting your work done and keeping your team supported, take vacation when you need it. We encourage Thinkers to take at least 4 weeks vacation each year
- Flexible work environments: Whether you’re working from Thinkific HQ or working from home, set your own hours to find a rhythm that works for you and your team. Finding the time for workouts, laundry, daycare dropoffs, or appointments is easier than ever.
- Learning opportunities and personal development: Interested in a course, conference, or career coaching? We’ve got you covered with our $1500 Learn and Grow fund to support your personal and professional growth, on top of regular lunch & learns, internal courses and workshops, and a coaching program. Our people leaders will work with you to ensure you’re taking advantage of the learning opportunities you want and need
- Competitive benefits package: Our benefits kick in on your first day at Thinkific and include coverage for health, vision, dental, prescriptions, and up to $3000 for your mental health. Our Employee and Family Assistance Program will also take care of you and your family, providing everything to support your well-being
- Parental leave: We care about helping you grow your career AND your family. Family is important to us, and our paid parental leave gives you a little extra help while you're beginning this new adventure. Learn more about our family leave benefits here
- We actually hang out: Thinkers are some of the kindest (and most fun!) people out there. We're into boat parties, hackathons, company retreats, and celebrating everything from Canada Day to Brazilian Carnival. Wherever you’re based, you’ll have opportunities to connect with your team both virtually and IRL
- The bow-wow benefits: Office dogs. Plural. Meet them on Instagram at @dogsofthinkific
Company values
- Succeed together - We build on each other's strengths to make every project awesome
- Be helpful - Whether it's for our customers or for each other, we always make time to help
- Choose ethics and integrity - We choose to do what's right, always
- Fanatical about customer success - We do everything in our power to help our customers succeed
- Give a shit - We always put 100% into everything we do
- Learn and grow - We're always seeking to develop ourselves personally and professionally
- Passionately debate - We dialogue it out, and share our opinions and experiences so we can all gain perspective
- Strive for equality - Nothing works unless we're treating each other with r-e-s-p-e-c-t
Company HQ
Strathcona, Vancouver, BC
Articles
Leadership
Greg Smith
(CEO)Spent 3 years working as a Lawyer before co-founding Moving Media Group, working as the Director of Sales. They now hold the position of CEO at Alpha Score Seminars, as well as being Co-Founder and CEO at Thinkific.
Miranda Lievers
(Advisor)Spent 7 years at Telus in progressive leadership roles launching high-speed internet across Canada. Co-founded Blue Olive Photography Inc. before co-founding Thinkific.
Matt Smith
(CSO)Over a decade of experience in Product, Technology and Growth roles. Founded Alpha Score Seminars before working as CTO of Healthism. Previously worked as CTO of Thinkific before launching successful Instagram-scheduling software startup, Later.com. Returned to Thinkific in 2021 as CSO.
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