TL;DR
Customer Support Specialist: Resolving technical and usage-related inquiries for a high-converting e-commerce platform with an accent on complex troubleshooting and ticket management. Focus on delivering clear communication across multiple channels while collaborating with Engineering to improve product functionality and documentation.
Location: Must be based in the Philippines and must support EST timezone.
Company
ThriveCart is a leading SaaS platform for creators and online businesses, powering over $5B in sales with integrated checkout, affiliate management, and LMS functionality.
What you will do
- Diagnose and troubleshoot technical and usage issues, documenting them in JIRA.
- Provide clear, professional support via email, live chat, and video calls.
- Collaborate with Engineering and Product teams to resolve complex cases.
- Track all interactions with high accuracy in the support ticketing system.
- Identify recurring patterns in user issues to suggest product and process improvements.
- Maintain and contribute to the internal knowledge base.
Requirements
- Minimum 3 years of professional experience in Customer Support, Customer Success, or Technical Support.
- Strong proficiency in English with the ability to explain complex technical concepts.
- Must be able to support EST timezone hours.
- Must be currently located in the Philippines.
- Demonstrated experience using CRM or ticketing tools to track metrics and KPIs.
- Proven ability to handle escalated issues with patience and empathy.
Nice to have
- Technical background or previous experience in e-commerce support.
- Experience in mentoring or training other team members.
Culture & Benefits
- Collaborative and open environment with regular knowledge-sharing sessions.
- Focus on continuous professional growth and learning.
- Emphasis on team-driven problem solving and high-quality deliverables.
- Flexible remote work culture within the designated timezone constraints.