Remote Product Support Specialist

Summary

Join Thinkific, a software platform empowering creator educators and businesses globally, as a Product Support Specialist for The Leap. This role involves managing support tickets, advocating customer success, and contributing to product development.

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

Responsibilities

• Reply to incoming customer emails
• Jump on calls with users to resolve issues, gather feedback, or provide expert guidance
• Identify, reproduce and document bugs
• Work directly with the development team to investigate technical issues, conveying findings and solutions to customers based on their specific needs
• Make recommendations to users by coaching and guiding them towards the successful use of our product and proving our value – this could be one to one or in one to many, such as live group coaching calls or engaging with users via our exclusive community
• Spot and log opportunities to educate creators on features and use-cases that will help them reach their goals
• Maintain and update our existing knowledge base as our product and processes evolve
• Proactively engage with the product team on an ongoing basis to ensure you’re ahead of the curve for upcoming features
• Ensure that we have a system and process in place for keeping the knowledge base up to date and reflective of the current status of the product, at any given time
• Log tips, tricks, and solutions as you discover them, so that our knowledge base grows organically
• Build rapport and act as the voice of the customer to thoroughly understand the obstacles they face
• Collect, collate, synthesize and share actionable insights with the wider team on a regular basis, to help inform product direction
• Identify areas of improvement, or spot and flag trends based on customer feedback
• Act as an expert sounding board for the product team when exploring new ideas
• Join and contribute to product workshops and design-exploration sessions to help inform future direction of the product
• Work closely with our Product team during the QA of new features so you can effectively communicate each feature use-case to customers

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

Benefits

• 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
• 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
• Eats and Treats. $50 CAD per month to treat yourself with snacks, lunch, or groceries to cook at home