Product Support Specialist - The Leap

Are you interested in growing your skills and responsibilities at Thinkific? Are you excited by the opportunity to support customers of The Leap? We’re looking for a Product Support Specialist for The Leap.

Background and Content:
The Leap is a start-up organization representing a bet by Thinkifc to capture the creator-entrepreneur  market, and almost any market you enter in today’s software space is competitive. Customer service is an area that still routinely separates successful startups from failing ones. 

Great customer experiences set a company apart in a crowded marketplace because they create passionate and vocal customers. This competitive advantage is hard for competing organizations to break down because they have to battle that existing business-to-customer relationship first. What’s more, The Leap has a head start here because we created an engaged community first, before we decided to build a product. Following our first public launch back in October 2023 our user-growth has meant we need to supplement our squad with a superstar Product Support Specialist that can act as the vital conduit between our product team and our growing base of users. 

As a Product Support Specialist, you’ll be helping content creators take their first few steps towards selling learning products to their audience directly. Many of these creators are exhausted from the constant pressure to create and post new content online to keep the social algorithms happy, and are looking for a more sustainable way to make a living - The Leap’s mission is to help them along the way. Being the first point of contact, you'll be answering users’ questions, solving problems, providing expert guidance, funneling insights back to the team, and taking a key role in the overall shape and direction of the product itself! 

The Leap’s product is simple and intuitive to use. The lack of product complexity means you’re more likely to be spending your time taking in feedback from users and offering them guidance and advice on best practices for getting started (as opposed to solving complex technical issues or dealing with advanced use cases). This role will be as much about customer success as it is customer support. 

The Leap operates as a start-up, and we work in a dynamic, entrepreneurial environment. We quickly refine our strategy and approach based on feedback. As such this role could evolve and grow, if that excites you then read on.

We are looking for a Product Support Specialist for The Leap to work Monday - Friday 9am PT - 5pm PT or 9am EST - 5pm EST.

Your goal will be to manage The Leap’s support ticket queue, ensuring customer issues are responded to and resolved as quickly and effectively as possible, as well as advocating for ongoing success of the Leap’s growing customer base. Here’s how you’ll accomplish this: 

Customer Support and Success: 

• Reply to incoming customer emails
• Jump on calls with users to resolve issues, gather feedback, or provide expert guidance
• Identify, reproduce and document bugs
• Work directly with the development team to investigate technical issues, conveying findings and solutions to customers based on their specific needs
• Make recommendations to users by coaching and guiding them towards the successful use of our product and proving our value – this could be one to one or in one to many, such as live group coaching calls or engaging with users via our exclusive community
• Spot and log opportunities to educate creators on features and use-cases that will help them reach their goals 

Knowledge Base Documentation: 

• Maintain and update our existing knowledge base as our product and processes evolve
• Proactively engage with the product team on an ongoing basis to ensure you’re ahead of the curve for upcoming features
• Ensure that we have a system and process in place for keeping the knowledge base up to date and reflective of the current status of the product, at any given time
• Log tips, tricks, and solutions as you discover them, so that our knowledge base grows organically 

Voice of the Customer:

• Build rapport and act as the voice of the customer to thoroughly understand the obstacles they face 
• Collect, collate, synthesize and share actionable insights with the wider team on a regular basis, to help inform product direction 
• Identify areas of improvement, or spot and flag trends based on customer feedback

Product Development: 

• Act as an expert sounding board for the product team when exploring new ideas 
• Join and contribute to product workshops and design-exploration sessions to help inform future direction of the product 
• Work closely with our Product team during the QA of new features so you can effectively communicate each feature use-case to customers 

The person we have in mind likely:

• Has 2+ years of experience in an online customer-facing role (ideally in SaaS) where they’ve used their stellar verbal and written communication skills to explain technical problems succinctly and clearly articulate solutions to customers
• Loves working with a small team with challenging goals
• Has a high degree of emotional intelligence and can successfully work with high value and escalated customers
• Is an independent problem solver. They don’t give up when they don’t know the answer immediately and while they rarely run into a roadblock they can't creatively get around, they're humble enough to ask for help whenever they need it
• Has experience troubleshooting software-related issues across common browsers and is technically savvy— constantly staying up to date by quickly learning the ins and outs of different platforms and apps
• Loves to learn and grow. They’ve found (and keep looking for) ways to level up their skills in this field, whether that’s through formal education, gaining professional experience, or maybe even building their own business 

These things would also be nice, but we think you could learn them on the job: 

• A basic understanding of HTML/CSS  (but any coding skills are valuable)
• Experience with domain hosting and setting up custom domains
• Familiarity with Asana, Slack, Google Drive, and/or TextExpander
• Familiarity with Stripe Payment processing or their customer support

The recruitment compensation range for this position is $55,000 - $65,000 CAD

Diversity, Equity, Inclusion and Belonging & Accessibility

This is just our initial idea of who we’re looking for! At Thinkific, we know that people have unique career journeys. If your experience is close to what we’ve described but you feel that you might be missing a few of the requirements, please still apply! We believe in equal opportunity and are committed to diversity, equity, inclusion, and belonging across every facet of our business.

We’re also committed to providing a comfortable and accessible interview experience for every candidate. If there are any accommodations our team can make throughout our hiring process (big or small), please let us know.