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).
• High degree of emotional intelligence to work with escalated customers effectively.
• Independent problem-solving skills and creativity in overcoming obstacles.
• Experience troubleshooting software-related issues across common browsers.
• Technical savvy and ability to quickly learn new platforms and apps.
• Flexibility to help with rotating weekend and holiday coverage.
• Interest in continuous learning and skill enhancement.

Responsibilities:

• Handle high-value support inquiries via email, phone, and screen share.
• Provide a best-in-class experience and priority-level support to Thinkific Plus and Payments customers.
• Quickly manage escalations and urgent tickets.
• Document bugs for the Technical Support team.
• Assist customers in maximizing product value and drive business success.
• Identify potential churn risks and collaborate with internal teams.
• Suggest and implement improvements to processes and workflows.