- High School Diploma or GED
- Account Management
- Customer Service
- Sales Experience
We'd love to put your mind at ease while looking for a new opportunity during a pandemic.
Read about how we're supporting #TeamThinkific during COVID-19 and how we've transitioned to working remotely.
**This role is for someone in Eastern Canada who wants to join our new work from home Support Team. We are looking to hire in Ontario, New Brunswick, Nova Scotia, Prince Edward Island, Newfoundland and Labrador. You'll start between 5am-6am Pacific Time to support our customers in Eastern Time Zones and overseas. Please only apply if you are legally able to work in Canada and are located in Eastern Canada.**
Are you energized by helping others succeed? Love independently solving tricky problems? Motivated by learning technology products inside and out so that you can answer any customer inquiry instantly? Excited to join a fast-paced, growing tech company? You know that the success of any company is tied to the customer experience—and that's where you come in.
As a Customer Champion, you'll be helping and supporting customers to grow their business through education. Being the first point of contact on email and phone, you'll be answering questions, giving advice, solving problems using your technical know-how and helping our customers build successful online businesses. You'll learn our platform inside and out, and you'll face new technical challenges every day. You'll have dedicated time for you to learn, grow and explore professional development opportunities. At Thinkific you'll be part of a collaborative, passionate and insanely helpful team that provides the best support in the industry!
In this role, you will:
Talk to and support our customers by email and phone
Quickly answer 50+ customer emails a day with high quality and friendly responses
Help customers solve tricky platform problems
Troubleshoot issues yourself to determine the root cause whether it's a bug or incorrect setup
Answer and jump on phone calls with customers who need an extra helping hand
Be involved in the QA of new features as they are released and work closely with our product team
Answer the support phone line for a full day once per week, and jump on weekend support once a month, getting a day off in lieu of the preceding or the following week!
Support customers at different stages of the customer journey from jumping on calls with prospects to discuss their needs, to helping customers launch their courses, to coaching customers close to churning
Have an opportunity to take on side projects based on your areas of interest such as writing help articles, helping grow our Facebook group, hosting webinars, or triaging bugs for our Tier II developers
To be successful in this role, you must:
Have at least 2+ years in an online customer-facing role (ideally in SaaS)
Have at least 1+ years working remotely for a SaaS/tech company—you know a remote work environment is right for you!
Love working independently and don't mind when other team members are asleep while you're awake helping customers
Be an independent problem solver—you rarely run into a roadblock you can't creatively get around and you're driven to find it on your own first (and whenever you need it, you're humble enough to ask for help)
Enjoy doing things efficiently through systems and processes that help you optimize your personal productivity
Be technically savvy and eager to learn the ins and outs of our platform quickly
Love helping people— you go above and beyond to show you're fanatical about customer success!
Have stellar communication skills both verbal and written, but know it's equally important to listen and understand your customers
Be a team player and believe teamwork makes the dream work!
Love talking on the phone—it's your bread and butter!
Have a great attitude and a willingness to overcome any challenge that comes your way
Perform well under pressure and understand the importance of work-life balance
Have a strong work ethic and don't believe in the traditional 9 to 5
You might be the person we're looking for if you:
Are eager to learn and grow—you've likely attended post-secondary education, continue to seek opportunities to level up your skills or have equivalent professional experience in a similar role
Know the importance of listening, building trust and confidence with customers
Have a flair for translating product features into tangible benefits for customers
Are passionate about online education, digital marketing, and small business (or all of the above!)
Are great at handling difficult customers from the disgruntled to those who aren't technically savvy
Have experience supporting customers via email, phone, live chat, and video calls
Are goal-oriented and driven by performance metrics
Have experience using customer service software like Zendesk (or a similar tool)
Bonus points if you:
Have experience with sales or account management
Understand the basics of HTML/CSS (but any coding skills are valuable)
Have previous experience working in SaaS
Have experience using Asana, Slack, Google Drive and/or TextExpander
We're about the results of online learning and the people along the way! Thinkific is a software platform that enables entrepreneurs to create, market, sell, and deliver their own online courses.
Our mission is no less than to revolutionize the way people learn and earn online by giving them the tools they need to turn their expertise into a sustainable business that impacts both them and their audience. We believe in meaningful, innovative work: we're building and expanding an incredible product that empowers course creators around the globe while working collaboratively to learn and succeed together. Together, we've served over 40,000 course creators and more than 10 million students, and these numbers are growing each day!
Why we think you'll like working with us:
Read What to Expect when Applying at Thinkific to learn about our hiring process (and how we put candidates first!)
Be part of a team of incredibly talented, passionate, and driven people focused on building and innovating on a best-in-class learning platform
Make an impact with your work—each person has an equal opportunity to contribute to our goals and every day, we get to see how Thinkific is empowering both course creators and their students
Join one of the fastest-growing companies in Vancouver and find opportunities to grow in your own career—offering advancement opportunities for our team members is important to us!
We are lucky to have team members working remotely with us for over a year, so you'll walk into an established system where you're supported to be productive and successful
We make sure you always feel included and have opportunities to build meaningful relationships with your team, whether that's trips to Vancouver to solidify those connections, meet and greet with new team members by video, taking a remote-first approach to meetings or ensuring you have lunch provided for our team-wide events!
Contribute to Thinkific's award-winning culture—we're one of Canada's Most Admired Corporate Cultures and a certified Great Place to Work!
We offer competitive salaries, a comprehensive benefits package including health, dental, and vision coverage, and an Employee and Family Assistance Program to support the wellbeing of you and your family
Get additional health and wellness support through a lifestyle or health spending account to put your dollars where you need it most
Enjoy our open vacation policy and flexible work environment, because we know the importance of having a great work-life balance
Learn and Grow is one of our values and we take it seriously, providing opportunities through lunch and learns, training, workshops, mentorship, and our $1500 education allowance
Grow your career AND your family at Thinkific—you'll be taken care of with our parental leave top-ups as you add to your family
Work with the hardware you're most comfortable with, and upgrade or replace your system when you need to with our technology bonus
Help you get the equipment you need to set-up a home office where you can do your best work
Be confident bringing your whole self to work—we're proud to be an inclusive company with a diverse team and values grounded in ethics and equality
Thinkific welcomes all applicants regardless of race, gender, orientation, sexual identity, economic class, ability, disability, age, religious beliefs or disbeliefs, or status. We believe that different perspectives and backgrounds are what make a company flourish and we welcome you!
This is an incredible role for the right candidate. We can't wait to meet you!