Product Support Specialist (Distributed - Canada) Schedule: 12am - 8am PT/4am - 12pm AST

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Requirements:

• 2+ years of experience in an online customer-facing role (ideally in SaaS).
• Stellar verbal and written communication skills.
• High degree of emotional intelligence for working with escalated customers.
• Independent problem solver with a creative approach to finding solutions.
• Experience troubleshooting software-related issues across common browsers.
• Flexibility to help with rotating weekend and holiday coverage.
• Eagerness to learn and grow through formal education and professional experience.

Responsibilities:

• Handle the highest-value support inquiries via email, phone, and screen share.
• Provide and model the best in class experience to customers and frontline Champion team.
• 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 support business success.
• Identify potential churn risks and collaborate with internal teams.
• Suggest and implement improvements to operations and processes.
• Assist the frontline Champion team with training and documentation.