Customer Support Specialist

About ThriveCart:

ThriveCart is a powerful platform used by over 50,000 people worldwide to generate over $5B in sales. Included within the ThriveCart platform is a learning management system (LMS), affiliate management, cart and checkout functionality, making it a top solution for creators, coaches, consultants, and other businesses.

We integrate with everything you use and have a simple, clean UI with numerous features that allow customers to build income from existing traffic and we are the highest-converting cart for online businesses. Our business is growing, profitable, and backed by LTV SaaS Growth Funds, and we are looking to expand our footprint amongst online businesses.

Location (Remote):

Philippines (This role requires you to support EST timezone)
Position Overview:
As a Customer Support Specialist, you are a pivotal member of our support team, responsible for resolving a wide range of customer issues. You will leverage your deep product knowledge and problem-solving skills to provide effective solutions, ensuring a high-quality customer experience. This role involves direct customer interaction via email, live chats and sometimes video calls, collaboration with other teams, and contributing to our knowledge base.
Key Responsibilities:

• Diagnose and troubleshoot a wide range of customer problems, from technical issues to complex usage questions, creating bug tickets on JIRA and ensuring timely and effective resolutions.
• Deliver clear, concise, and professional communication to customers through various channels.
• Work closely with cross-functional teams, including Engineering and Product, to resolve complex issues and suggest improvements.
• Document and track all customer interactions and solutions in our support ticketing system with a high degree of accuracy.
• Identify patterns in customer issues and recommend long-term solutions to enhance support processes and product functionality.
• Contribute to the creation and improvement of knowledge base articles, ensuring resources are up-to-date and accurate.
• Build trust and rapport with customers, maintaining a calm, empathetic, and solution-focused demeanor in all situations.
• Proactively keep customers informed about the status of their issues and expected resolution times.
• Actively incorporate the company’s core values into daily interactions, emphasizing teamwork and customer satisfaction.
• Welcome and act on constructive feedback to continuously improve performance and alignment with organizational goals.

Qualifications:

• At least 3 years of working experience in the Customer Support/Customer Success/Technical support role
• In-depth understanding of the company’s products, features, and common technical issues (having technical background is an added advantage)
• Awareness of industry best practices to deliver informed solutions and improve customer satisfaction.
• Strong verbal and written communication skills, with the ability to explain complex issues in a way that is clear and accessible to all customers.
• Active listening skills, ensuring thorough understanding of customer concerns and accurate troubleshooting.
• A solution-oriented mindset with the ability to remain patient and professional in high-stress scenarios.
• Demonstrated empathy and the ability to build lasting customer relationships.
• Proven ability to work collaboratively across teams, contributing insights and feedback to enhance products and services.
• A proactive approach to sharing knowledge and improving team performance.
• Skilled in identifying patterns and proposing improvements to streamline processes and enhance the customer experience.
• Ability to balance immediate customer needs with mid-term problem-solving efforts.
• Demonstrated success in handling escalated customer issues.
• Experience mentoring or training team members.
• Familiarity with CRM or ticketing tools, as well as a general understanding of support metrics and KPIs.
• Experience supporting an e-commerce platform is an added advantage.

Learn More About ThriveCart:

Our team thrives on collaboration, innovation, and continuous growth. We foster an open environment with regular knowledge-sharing sessions and encourage active participation in shaping the platform. Our values include:

• Commit to Excellence – We believe in delivering high-quality work and continuous improvement.
• User-Focused Problem Solving – Every design should contribute to solving a real problem for our users.
• Team Collaboration – We work better together, valuing input from every team member.
• Growth Mindset – We embrace challenges as opportunities to learn and grow.