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Customer Support Specialist

2 months 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 6

Description

  • Diagnose and troubleshoot customer issues ranging from technical problems to complex usage questions.
  • Create bug tickets in JIRA and help ensure timely resolutions.
  • Communicate clearly and professionally with customers via email, live chat, and occasional video calls.
  • Collaborate with Engineering and Product teams to resolve complex issues and suggest improvements.
  • Document customer interactions and solutions accurately in the support ticketing system.
  • Identify recurring customer issues and recommend long-term process or product improvements.
  • Contribute to the creation and maintenance of 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.
  • Welcome feedback and apply it to improve performance and alignment with team goals.

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 with the ability to explain complex issues clearly.
  • Active listening skills and the ability to accurately understand customer concerns.
  • A patient, professional, and solution-oriented mindset under pressure.
  • Demonstrated empathy and ability to build lasting customer relationships.
  • Proven ability to collaborate across teams and contribute insights for product and service improvement.
  • 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 building or implementing AI tools and agents.
  • Ability to work remotely from the Philippines and support EST timezone.

Interested in this position?

Apply directly on the company website

Apply Now

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