Role Description Are you energized by providing an excellent customer experience and sharing your knowledge to help people solve their problems? We’re looking for a Product Support Specialist to join our Support team at Thinkific. Thinkific’s Support Team is fueled by empathy and a genuine commitment to the customer experience. Every support interaction accelerates each creator's unique path to success. We live by our Mantra ‘Serve the individual’, which emphasizes understanding and addressing the unique needs, challenges, and goals of each creator. In this omni-channel role, you will be a key driver for delivering on our vision across all communication channels. You will work directly with our customers—from self-serve to our highest-value Premium creators—through: - Live chat - Email - Scheduled phone/screen-share calls You will role model best-in-class support, identify process improvements, and uphold our standards of excellence while helping creators extract the most value from our product to fuel their success. Schedule: - Hours: 9am-5pm PST - Schedules: Monday-Friday - Statutory holiday coverage rotates among the team and is scheduled well in advance, allowing you to plan accordingly. In these scenarios, you will receive a day in lieu of the holiday coverage. Your goal will be to drive best-in-class customer experiences. Here’s how you’ll accomplish this: - Deliver Exceptional Multi-Channel Support - Provide timely, empathetic, and technically accurate responses via live chat, email, and phone/screen-share. - Own each customer issue from initial report through resolution, coordinating with Technical Support and Product teams as needed. - Troubleshoot complex platform issues, including domain connections, payment errors, and integration timeouts. - Investigate and resolve issues involving payment processors, SSO, and other authentication errors. - Identify, reproduce, and document bugs, while ensuring clear hand-offs to downstream technical teams. - Help Customers Succeed & Grow - Go beyond reactive troubleshooting—educate customers on best practices, features, and integrations to help them scale. - Utilize opportunities for product adoption and plan upgrades (e.g., Thinkific Plus and Branded Mobile). - Spot early churn signals and collaborate with Support and Customer Success teams to retain and grow customers. - Manage and own complex customer escalations with sound judgment and calm professionalism. - Continuously Improve How We Work - Champion and embrace an AI-enabled support workflow by leveraging internal AI tools and automation to increase efficiency, streamline ticket resolutions, and enhance the overall creator experience. - Identify workflow inefficiencies surfaced through chat, email and call patterns and propose actionable improvements. - Create and update training materials, macros, and knowledge-base (Guru) documentation to enable your peers. - Participate in feedback loops with Product, QA, and Enablement teams to share customer insights. - Lead or assist with strategic projects to level up our operations and strategic enablement. Qualifications - Brings 2+ years in an online customer-facing role (ideally in SaaS) with a proven ability to manage multiple communication channels simultaneously. - Communicates complex ideas simply, explaining technical concepts in a way that empowers customers to feel capable and confident using Thinkific. - Demonstrates technical curiosity and resourcefulness, troubleshooting across browsers, integrations, and app environments. - Uses tools such as Zendesk, AI-supported Co-Pilot tools, Slack, Asana, and Google Workspace with ease, and adapts quickly to new systems. - Diagnoses multi-system issues, identifying configuration conflicts, integration errors, or setup challenges that require investigation and collaboration with Technical Support or Product. - Thinks critically under pressure and makes sound, timely decisions in a fast-moving live chat environment. - Acts as a trusted peer and knowledge sharer, supporting team learning, surfacing common pain points, and suggesting improvements to tools, workflows, and automations. - Demonstrates emotional intelligence and professionalism, especially when supporting strategic or escalated customers. - Embraces a growth mindset, continuously seeking opportunities to enhance both their craft and the overall customer experience. - Thrives in a collaborative, metrics-driven environment where feedback is welcomed and actioned. - Provides rotating weekend or holiday coverage to ensure consistent, global support. Requirements - Basic understanding of HTML/CSS, APIs, Webhooks, or SSO. - Experience with domain hosting and custom domain setup. - Familiarity with Stripe payment processing. Benefits - A competitive compensation package including base salary, equity, team-wide bonuses, and an Employee Share Purchase Plan. - Flexible Paid Time Off to maintain mental and physical health. Our team is encouraged to take a minimum of 4 weeks of vacation, plus Thinker Holidays (extended long weekends in the summer) and time off for the December holiday season. - Comprehensive health benefits starting on Day 1, including health, vision, and dental coverage for you and your family, $3,000 for mental health care, a short-term health plan, and an additional $900/year health or personal spending account. - Generous parental leave top-ups for up to 32 weeks, as well as fertility coverage and personalized return to work options. - 3 Paid Volunteer Days each year to give back to your community and support the causes you care about. - Flexible Work: Choose to work from home from anywhere in Canada, at our Vancouver HQ, a co-working space, or anywhere there’s wifi for a change of scenery. - AI tools for every Thinker. We’re an AI-forward team, and every employee has access to the tools they need to work smarter, faster, and make a bigger impact. - An annual $2,000 CAD Learn and Grow fund for conferences, seminars, or courses, plus training, mentorship, coaching, and internal promotion opportunities. - A home office setup with a company-owned Macbook Pro and a budget to order a desk, chair, or any accessories to help you work comfortably and productively. - A place where you can bring your whole self to work. We welcome applicants of all backgrounds, experiences, beliefs, identities, and statuses.