Customer Support Specialist at Thrivecart

Thrivecart

Remote (Philippines)·17h ago

Mid LevelFull-timeRust

Salary Range

$51,000 - $69,000 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for a Customer Support Specialist to join our team at ThriveCart, a powerful platform used by over 50,000 people worldwide. This role involves resolving a wide range of customer issues and providing high-quality customer experiences.

Key Responsibilities

→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.
→Deliver clear, concise, and professional communication to customers through various channels.
→Work closely with cross-functional teams, including Engineering and Product, to resolve complex issues and suggest improvements.
→Document and track all customer interactions and solutions in our support ticketing system with a high degree of accuracy.
→Identify patterns in customer issues and recommend long-term solutions to enhance support processes and product functionality.
→Contribute to the creation and improvement of knowledge base articles, ensuring resources are up-to-date and accurate.
→Build trust and rapport with customers, maintaining a calm, empathetic, and solution-focused demeanor in all situations.
→Proactively keep customers informed about the status of their issues and expected resolution times.
→Actively incorporate the company’s core values into daily interactions, emphasizing teamwork and customer satisfaction.
→Welcome and act on constructive feedback to continuously improve performance and alignment with organizational goals.

Requirements

✓At least 3 years of working experience in the Customer Support/Customer Success/Technical support role
✓In-depth understanding of the company’s products, features, and common technical issues (having technical background is an added advantage)
✓Awareness of industry best practices to deliver informed solutions and improve customer satisfaction.
✓Strong verbal and written communication skills, with the ability to explain complex issues in a way that is clear and accessible to all customers.
✓Active listening skills, ensuring thorough understanding of customer concerns and accurate troubleshooting.
✓A solution-oriented mindset with the ability to remain patient and professional in high-stress scenarios.
✓Demonstrated empathy and the ability to build lasting customer relationships.
✓Proven ability to work collaboratively across teams, contributing insights and feedback to enhance products and services.
✓A proactive approach to sharing knowledge and improving team performance.
✓Skilled in identifying patterns and proposing improvements to streamline processes and enhance the customer experience.
✓Ability to balance immediate customer needs with mid-term problem-solving efforts.
✓Demonstrated success in handling escalated customer issues.
✓Experience mentoring or training team members.
✓Familiarity with CRM or ticketing tools, as well as a general understanding of support metrics and KPIs.
✓Experience supporting an e-commerce platform is an added advantage.