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Customer Support Specialist

14 hours, 46 minutes ago
Philippines
Full-time
Senior
Customer Support
Customer and Technical Support
CRM JIRA
Apply Now
ThriveCart

ThriveCart

ThriveCart is a powerful cart, funnel, and course creator for entrepreneurs, offering high-converting cart pages, one-click upsell funnels, bump offers, trials, subscriptions, and more. With over $2.6 billion in sales generated for online businesses, T...

Internet Software & Services
11-50
Founded 2016
$35M raised
View All Jobs 7

Description

  • Diagnose and troubleshoot customer issues, including technical problems and complex usage questions.
  • Create bug tickets in JIRA and help ensure timely resolution of reported issues.
  • Communicate with customers clearly and professionally through email, live chat, and occasional video calls.
  • Collaborate with Engineering, Product, and other cross-functional teams to resolve complex cases and suggest improvements.
  • Document customer interactions and solutions accurately in the support ticketing system.
  • Identify recurring customer issues and recommend long-term process and product improvements.
  • Contribute to the creation and maintenance of accurate knowledge base articles.
  • Build trust and rapport with customers while maintaining a calm, empathetic, solution-focused approach.
  • Keep customers informed about issue status and expected resolution timelines.
  • Incorporate company values into daily support interactions and respond constructively to feedback.

Requirements

  • At least 3 years of experience in Customer Support, Customer Success, or Technical Support.
  • Strong understanding of the company’s products, features, and common technical issues.
  • Technical background is an added advantage.
  • Strong verbal and written communication skills.
  • Excellent active listening skills and the ability to explain complex issues clearly.
  • Solution-oriented, patient, and professional under pressure.
  • Demonstrated empathy and ability to build lasting customer relationships.
  • Proven ability to collaborate across teams and share insights to improve products and services.
  • Experience handling escalated customer issues.
  • Experience mentoring or training team members.
  • Familiarity with CRM or ticketing tools and a general understanding of support metrics and KPIs.
  • Experience supporting an e-commerce platform is an added advantage.
  • Experience using AI Agents and implementing or building AI tools and agents.
  • Ability to support EST timezone from the Philippines.

Interested in this position?

Apply directly on the company website

Apply Now

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