Live Chat Support Specialist (Distributed - Canada) Schedule: 6am - 2pm PST/9am - 5pm EST

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Requirements:

• 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
• 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
• Will help with rotating weekend and holiday coverage

Responsibilities:

• 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
• 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
• 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