Apply📍 Canada
🧭 Full-Time
💸 50000.0 - 60000.0 CAD per year
🔍 SaaS
🏢 Company: Thinkific👥 251-500💰 $22,000,000 over 4 years ago🫂 Last layoff about 2 years agoInternetEducationE-LearningE-CommerceSaaSAppsMobile AppsSoftware
- 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
- 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
HTMLCSSREST APICommunication SkillsProblem SolvingCustomer serviceWritten communicationTroubleshootingJSONTechnical supportCRMSaaS
Posted 26 days ago
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