Customer Support Specialist

<p><strong>About ThriveCart:<br><br></strong></p> <p>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.</p> <p>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.</p> <p><strong>Location (Remote): </strong></p> <p>Philippines (This role requires you to support EST timezone)<br><br><strong>Position Overview</strong>:<br><br>As a Customer Support Specialist, you are a pivotal member of our support team, responsible for resolving a wide range of customer issues. You will leverage your deep product knowledge and problem-solving skills to provide effective solutions, ensuring a high-quality customer experience. This role involves direct customer interaction via email, live chats and sometimes video calls, collaboration with other teams, and contributing to our knowledge base.<br><br><strong>Key Responsibilities</strong>:</p> <ul> <li>Diagnose and troubleshoot a wide range of customer problems, from technical issues to complex usage questions, creating bug tickets on JIRA and ensuring timely and effective resolutions.</li> <li>Deliver clear, concise, and professional communication to customers through various channels.</li> <li>Work closely with cross-functional teams, including Engineering and Product, to resolve complex issues and suggest improvements.</li> <li>Document and track all customer interactions and solutions in our support ticketing system with a high degree of accuracy.</li> <li>Identify patterns in customer issues and recommend long-term solutions to enhance support processes and product functionality.</li> <li>Contribute to the creation and improvement of knowledge base articles, ensuring resources are up-to-date and accurate.</li> <li>Build trust and rapport with customers, maintaining a calm, empathetic, and solution-focused demeanor in all situations.</li> <li>Proactively keep customers informed about the status of their issues and expected resolution times.</li> <li>Actively incorporate the company’s core values into daily interactions, emphasizing teamwork and customer satisfaction.</li> <li>Welcome and act on constructive feedback to continuously improve performance and alignment with organizational goals.</li> </ul> <p><strong>Qualifications:</strong></p> <ul> <li>At least 3 years of working experience in the Customer Support/Customer Success/Technical support role</li> <li>In-depth understanding of the company’s products, features, and common technical issues (having technical background is an added advantage)</li> <li>Awareness of industry best practices to deliver informed solutions and improve customer satisfaction.</li> <li>Strong verbal and written communication skills, with the ability to explain complex issues in a way that is clear and accessible to all customers.</li> <li>Active listening skills, ensuring thorough understanding of customer concerns and accurate troubleshooting.</li> <li>A solution-oriented mindset with the ability to remain patient and professional in high-stress scenarios.</li> <li>Demonstrated empathy and the ability to build lasting customer relationships.</li> <li>Proven ability to work collaboratively across teams, contributing insights and feedback to enhance products and services.</li> <li>A proactive approach to sharing knowledge and improving team performance.</li> <li>Skilled in identifying patterns and proposing improvements to streamline processes and enhance the customer experience.</li> <li>Ability to balance immediate customer needs with mid-term problem-solving efforts.</li> <li>Demonstrated success in handling escalated customer issues.</li> <li>Experience mentoring or training team members.</li> <li>Familiarity with CRM or ticketing tools, as well as a general understanding of support metrics and KPIs.</li> <li>Experience supporting an e-commerce platform is an added advantage.</li> <li>Experience of using AI Agents and implementing and building AI tools and Agents</li> </ul> <p><strong>Learn More About ThriveCart</strong>:</p> <p>Our team thrives on collaboration, innovation, and continuous growth. We foster an open environment with regular knowledge-sharing sessions and encourage active participation in shaping the platform. Our values include:</p> <ul> <li>Commit to Excellence – We believe in delivering high-quality work and continuous improvement.</li> <li>User-Focused Problem Solving – Every design should contribute to solving a real problem for our users.</li> <li>Team Collaboration – We work better together, valuing input from every team member.</li> <li>Growth Mindset – We embrace challenges as opportunities to learn and grow.</li> </ul>