Customer Support Specialist

Summary

Join ThoughtExchange's Customer Success team as a Customer Support Specialist! You will provide exceptional technical support to customers, manage and optimize the Help Site, and collaborate with various teams to improve our software and user experience. This role requires strong technical skills, excellent communication, and experience with help site management and ticketing software. We offer a competitive salary, comprehensive benefits, a remote-first culture, and opportunities for professional development. If you're passionate about helping customers and improving software, we encourage you to apply!

Requirements

• Minimum 3 years experience in a customer support role
• Minimum 1-2 years of experience managing a help site
• Experience working with Zendesk or a similar ticketing software platform
• Strong communication skills, both written and verbal, with customers and internal teams
• Experience with article creation and curation
• Exceptional problem-solving skills
• Good time management and organization skills to prioritize competing projects
• You’re curious and innovative, staying up to date with the latest product roadmap/releases
• Basic HTML knowledge, as some areas of our help site may occasionally require minor manual edits

Responsibilities

• Manage the Help Site by writing help articles for both internal and customer-facing support
• Provide exceptional support to our customers, helping to mitigate bugs, identify knowledge and/or product gaps, and provide best-practice advice through email and phone
• Use ticketing software and other internal systems to manage, track all support interactions, and report on trends
• Collaborate with our Release, User Experience, and Development teams to identify and track issues to improve our software
• Partner with the Product team to identify and address product gaps based on user feedback and common support trends
• Work closely with the Customer Success, Training, and Sales team to ensure seamless support to all users
• Assist the Internal Support team to support staff with product questions and feature enablement requests
• Partner with the Release team to create internal training content (video and text-based) to launch planned product updates
• Collaborate with the Marketing team to produce video training content for the Help Site

Preferred Qualifications

• Experience with basic video editing
• Quantitative and qualitative research experience
• Preference for the candidate to be based in PST timezone

Benefits

• From day one, you’ll receive a benefits package focused on health & wellness that includes a generous time off policy, flexible extended benefits plan options, and company-wide wellness days off scheduled through the year
• Our benefits package also includes maternity & parental leave top-up programs and access to Maple, Inklebot, and Headspace which support our employees' primary care, mental health, and wellness needs
• We’ve been remote-first for over ten years
• We’re contribution-focused and operate on mutual trust because we need you to feel empowered to be your best self
• We pay fairly, considering the complexities of market rates, experience, location, and demand
• We believe in pay transparency and pay equity
• In addition to competitive pay and benefits, employees receive share options when joining the company
• In addition to remote hubs of employees across Canada and the US and offices in Rossland and Vancouver, we get together as a company every few years in some pretty cool locations
• We also connect virtually as a company every month and celebrate one another in our #gratitude Slack channel
• We host regular learning sessions
• You also have access to an annual Professional Development stipend & Company Coach to ensure you can grow in your role & advance your career