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 Funds, and we are looking to expand our footprint amongst online businesses. Location (Remote): Philippines (This role requires you to support EST timezone) Position Overview : As a Customer Support Specialist, you are a pivotal member of our support team, responsible for resolving a wide range of customer issues. You will leverage your deep product knowledge and problem-solving skills to provide effective solutions, ensuring a high-quality customer experience. This role involves direct customer interaction via email, live chats and sometimes video calls, collaboration with other teams, and contributing to our knowledge base. Key Responsibilities : Diagnose and troubleshoot a wide range of customer problems, from technical issues to complex usage questions, creating bug tickets on JIRA and ensuring timely and effective resolutions. Deliver clear, concise, and professional communication to customers through various channels. Work closely with cross-functional teams, including Engineering and Product, to resolve complex issues and suggest improvements. Document and track all customer interactions and solutions in our support ticketing system with a high degree of accuracy. Identify patterns in customer issues and recommend long-term solutions to enhance support processes and product functionality. Contribute to the creation and improvement of knowledge base articles, ensuring resources are up-to-date and accurate. Build trust and rapport with customers, maintaining a calm, empathetic, and solution-focused demeanor in all situations. Proactively keep customers informed about the status of their issues and expected resolution times. 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. Qualifications: At least 3 years of working experience in the Customer Support/Customer Success/Technical support role In-depth understanding of the company’s products, features, and common technical issues (having technical background is an added advantage) Awareness of industry best practices to deliver informed solutions and improve customer satisfaction. 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. 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. 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. 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. 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. Experience supporting an e-commerce platform is an added advantage. Experience of using AI Agents and implementing and building AI tools and Agents Learn More About ThriveCart : Our team thrives on collaboration, innovation, and continuous growth. We foster an open environment with regular knowledge-sharing sessions and encourage active participation in shaping the platform. Our values include: Commit to Excellence – We believe in delivering high-quality work and continuous improvement. User-Focused Problem Solving – Every design should contribute to solving a real problem for our users. Team Collaboration – We work better together, valuing input from every team member. Growth Mindset – We embrace challenges as opportunities to learn and grow.