Product Support Specialist, Thinkific

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

• 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
• 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