Job Description

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.”

Our newly formed  Live Chat Team will be key drivers for delivering on our vision. They’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. Live Chat Support Specialists will role model what best-in-class support looks like, living our core values every day. Lastly the team will identify and action improvements to our processes, knowledge base and overall operations to continuously level up our support offering.

Thinkific is expanding their Support offering to include in-house Live Chat Support, and this role will help accomplish that goal! We are looking for Live Chat Specialists to work 6am PST-2pm PST/ 9am EST – 5pm EST so we can better support our self-serve and highest-value customers. You’ll be the first of a few Specialists to be working this shift! We’re looking for critical thinkers who can independently solve problems and go above and beyond for our customers.

Your goal will be to drive best-in-class customer experiences. Here’s how you’ll accomplish this: 

• 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

The person we have in mind likely:

• 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

These things would also be nice, but we think you could learn them on the job: 

• 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

As part of our Live Chat Specialists Team, you may be scheduled periodically to work a 4-hour weekend shift and an 8-hour statutory holiday shift when needed. Weekend and Holiday Shifts are scheduled well in advance so that you can plan around them.

The recruitment compensation range for this position is $50,000 – $60,000 CAD

Diversity, Equity, Inclusion and Belonging & Accessibility

This is just our initial idea of who we’re looking for! At Thinkific, we know that people have unique career journeys. If your experience is close to what we’ve described, but you feel that you might be missing a few of the requirements, please still apply!

We’re also committed to providing a comfortable and accessible interview process for every candidate. If there are any accommodations our team can make throughout our hiring process (big or small), please let us know. 

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