Tier One 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
Position Overview:
As a Tier One Customer Support Specialist, you will be the first point of contact for our customers seeking assistance. Your primary responsibility will be to intake support tickets, provide prompt and effective solutions for simpler issues, and escalate more complex cases to our Tier Two support team. You will play a crucial role in ensuring a positive customer experience and maintaining high customer satisfaction. This position requires working in multiple time zones to provide 24/7 response.
Key Responsibilities:

• Intake and Triage:
  • Receive, review, and prioritize incoming support tickets.
  • Gather necessary information to understand the nature of the issue and its impact on the customer's operations.
• Issue Resolution:
  • Respond to and resolve straightforward technical issues, account inquiries, and usage questions.
  • Provide step-by-step guidance, troubleshooting, and solutions using our knowledge base and support resources.
  • Document and track all interactions and solutions provided in our support ticketing system.
• Escalation:
  • Identify and escalate complex or unresolved issues to Tier Two support agents, ensuring a smooth handoff with detailed documentation.
  • Follow up with customers to ensure escalated issues are resolved in a timely manner.
• Customer Communication:
  • Maintain a high level of professionalism and empathy in all customer interactions.
  • Keep customers informed about the status of their support tickets and expected resolution times.
• Continuous Improvement:
  • Contribute to the creation and maintenance of a comprehensive knowledge base by documenting new solutions and troubleshooting steps.
  • Provide feedback to the support team and management on recurring issues and potential improvements to our products and support processes.

Learn More About ThriveCart:

Our Values are:

• Commit to Excellence
• Find a Way
• Help Each Other
• Keep Growing
• Data First

Qualifications:

• Previous experience in a customer support or technical support role, preferably in a SaaS environment.
• Strong problem-solving skills with the ability to troubleshoot and resolve basic technical issues.
• Excellent communication skills, both written and verbal, with a customer-centric approach.
• Ability to work independently and collaboratively within a team.
• Familiarity with support ticketing systems and customer relationship management (CRM) software.
• Basic understanding of SaaS products and related technologies.
• High attention to detail and organizational skills.

Our team and product are growing rapidly - we achieved YoY growth of 64% from 2022-2023, and we’re just getting started. We believe in open communication, clear goal setting, and that people do best when they have a growth mindset and want to get things done. Our team comes from diverse backgrounds and companies like Shopify, Salesforce, and BigCommerce, and we are running like an independent SaaS company within a PE fund.