Tier Two Customer Support Specialist

About ThriveCart:

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.

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 Fund, and we are looking to expand our footprint amongst online businesses.

Location: Remote

Job Overview:

The Tier Two Customer Support Specialist is a pivotal role within the support team, responsible for resolving complex customer issues, acting as an escalation point for Tier One specialists, and ensuring customer satisfaction through effective problem-solving and communication. This role also involves mentoring junior team members, collaborating with cross-functional teams, and contributing to process improvements and product enhancements.

What Your Work Will Entail:

Customer Support and Escalation Management:

• Serve as the primary escalation point for Tier One specialists, resolving complex or technical customer issues.
• Diagnose and troubleshoot a wide range of problems with minimal oversight, ensuring timely and effective resolutions.
• Deliver clear, concise, and professional communication to both technical and non-technical customers.

Collaboration and Coordination:

• Work closely with cross-functional teams, including Engineering, Product, and Quality Assurance, to resolve escalated issues and suggest improvements.
• Share insights and recurring issues with internal teams to influence product updates and enhance the customer experience.

Mentorship and Training:

• Assist in training and mentoring junior team members, fostering a culture of learning and development.
• Provide guidance to Tier One specialists during shifts, ensuring efficient workflows and high-quality support.

Process Improvement and Problem Solving:

• Identify patterns in customer issues and recommend long-term solutions to enhance support processes.
• Contribute to the creation and improvement of knowledge base articles, ensuring resources are up-to-date and accurate.

Customer-Centric Approach:

• Build trust and rapport with customers, maintaining a calm and solution-focused demeanor, even in challenging situations.
• Demonstrate empathy and understanding, delivering tailored responses that align with the customer's emotional state and needs.

Values and Feedback Alignment:

• 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.

What You Bring To This Role:

Technical and Product Knowledge:

• In-depth understanding of the company’s products, features, and common technical issues.
• Awareness of industry best practices to deliver informed solutions and improve customer satisfaction.

Communication Skills:

• 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.

Interpersonal Skills:

• 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.

Collaboration and Influence:

• 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.

Problem-Solving and Strategic Thinking:

• 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.

Preferred Experience:

• Previous experience in a Tier One support role or equivalent, with 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.

Learn More About ThriveCart:

Our Values are:

Commit to Excellence
Find a Way
Help Each Other
Keep Growing
Data First