Product Support Specialist

Summary

Join Thinkific's Support Team as a Product Support Specialist and deliver exceptional customer experiences. You will handle high-value inquiries via email, phone, and screen share, providing priority support to Plus and Payments customers. Responsibilities include handling escalations, identifying and documenting bugs, helping customers maximize product value, spotting churn risks, and suggesting operational improvements. The ideal candidate possesses 2+ years of customer-facing experience in SaaS, strong communication skills, high emotional intelligence, and problem-solving abilities. Thinkific offers a competitive compensation package, flexible paid time off, comprehensive health benefits, flexible work options, a learning and growth fund, and a supportive work environment.

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
• 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

Responsibilities

• 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

Preferred Qualifications

• 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

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