Product Support Specialist

Benefits

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Who we are ⬇️ Thinkific is an award-winning learning commerce platform built for scale. By bringing together community, courses, and content with commerce, we power transformative learning experiences and give businesses everything they need to grow their revenue- all from one AI-powered platform. We're a team of 300+ Thinkers building products that matter. Every role at Thinkific contributes to raising the bar for online learning, supporting thousands of learning businesses, and creating real-world impact for millions of learners around the world. You'll work alongside curious, collaborative teammates who care deeply about what they build and who they build it for. We're committed to a fair, inclusive, and human hiring experience. Our team is here to guide you every step of the way, so you always know what to expect! About the Role 🚀 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, and 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: 1. 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. 2. 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. 3. 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. The Person We Have in Mind Likely: 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

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