Live Chat Support Specialist

Summary

Join Thinkific's Live Chat Support Team as a Live Chat Support Specialist and provide best-in-class customer experiences to high-value customers. You will handle support inquiries via live chat and email, work directly with Thinkific Plus and Premium customers, and help them extract maximum value from the product. Responsibilities include troubleshooting software issues, identifying and documenting bugs, and suggesting process improvements. The ideal candidate possesses 2+ years of experience in an online customer-facing role, stellar communication skills, high emotional intelligence, and independent problem-solving abilities. Thinkific offers a competitive compensation package, flexible paid time off, comprehensive health benefits, flexible work arrangements, and professional development opportunities.

Requirements

• 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
• Loves working with a small team with challenging goals
• Has a high degree of emotional intelligence and can successfully work with high-value and escalated customers
• Is an independent problem solver. They don’t give up when they don’t know the answer immediately, and 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
• 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
• Will help with rotating weekend and holiday coverage

Responsibilities

• Handle highest-value support inquiries via live chat and occasionally email
• Role model what it means to provide best in-class experience to our customers and our frontline Support team; living our support values every single day
• Work directly with our Thinkific Plus and Premium customers to provide priority-level support
• Communicate primarily via Live Chat, with email follow-ups being standard
• Handle escalations and urgent chats as needed
• 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
• Utilize opportunities for customers to adopt more products like our branded mobile app
• Move customers to plans that are the best fit for them, in particular, our Plus plan
• Spot potential churn risk and work with our teams internally to save the customer
• Identify and action improvements to our operations, enablement, processes and workflows to continually drive better experiences
• Provide feedback and suggestions on training and additional learning opportunities for your role
• Suggest process and operations improvements based on frontline Champion questions and workflows

Preferred Qualifications

• 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
• Familiarity with Stripe Payment processing or their customer support
• Experience with Zendesk and/or other ticketing and live chat systems
• Weekend and Holiday Shifts

Benefits

• A competitive compensation package including base salary, equity, team-wide bonuses, and an Employee Share Purchase Plan
• Flexible Paid Time Off to maintain mental and physical health. Our team is encouraged to take a minimum 4 weeks of vacation, plus Thinker Holidays (extended long weekends in the summer) and time off for the December holiday season
• Health Benefits and Wellness: Comprehensive benefits starting on Day 1 include health, vision, and dental coverage for you and your family, $3,000 for mental health care, a short-term health plan, and an additional health or personal spending account. Plus, family friendly benefits include generous parental leave top-ups for up to 32 weeks, as well as fertility coverage and personalized return to work options
• Flexible Work . Choose to work from home from anywhere in Canada, at our Vancouver HQ, a co-working space, or anywhere there’s wifi for a change of scenery
• Learning & Growth. An annual $1500 USD Learn and Grow fund for conferences, seminars, or courses, plus training, mentorship, coaching, and internal promotion opportunities
• A home office setup so you’re ready to succeed with a company-owned Macbook Pro and a budget to order a desk, chair, or any accessories to help you work comfortably and productively