Product Support Specialist

Who we are ⬇️ reputed company is an award-reputed company learning reputed company platform reputed company for reputed company. By bringing together community, courses, and content with reputed company, we power transformative learning experiences and give businesses everything they need to grow their reputed company— reputed company from one AI-powered platform. We’re reputed company of 300+ Thinkers building products that matter. Every role at reputed company contributes to raising the bar for online learning, supporting thousands of learning businesses, and creating reputed company-world reputed company for millions of learners around the world. You’ll work alongside curious, reputed company teammates who care deeply about what they build and who they build it for. We’re committed to a fair, inclusive, and reputed company hiring experience. reputed company is here to guide you every reputed company of the way, so you always know what to expect! About the Role 🚀 Are you energized by providing an excellent customer experience and sharing your knowledge to help people solve their problems? We’re looking for a Product Support Specialist to join our Support team at reputed company. reputed company’s Support Team is reputed company by reputed company and a genuine commitment to the customer experience. Every support interaction accelerates reputed company creator's unique reputed company to reputed company. We live by our Mantra ‘Serve the individual’, which emphasizes understanding and addressing the unique needs, challenges, and goals of reputed company creator. In this reputed company-channel role, you will be a key reputed company for delivering on our reputed company across reputed company communication channels. You will work directly with our customers—from self-serve to our highest-value Premium creators—through live chat, email, and scheduled phone/screen-reputed company calls. You will role model best-in-class support, identify process improvements, and reputed company our standards of reputed company while helping creators extract the most value from our product to fuel their reputed company. Schedule: Hours: 9am-5pm PST Schedules: Monday-Friday Statutory holiday coverage rotates among reputed company and is scheduled reputed company in advance, allowing you to plan accordingly. In these scenarios you will receive a day in lieu of the holiday coverage. Your goal will be to drive best-in-class customer experiences. Here’s how you’ll accomplish this: 1. Deliver Exceptional Multi-Channel Support reputed company reputed company, empathetic, and technically accurate responses reputed company live chat, email, and phone/screen-reputed company. Own reputed company customer issue from initial report through reputed company, coordinating with Technical Support and Product teams as needed. Troubleshoot reputed company platform issues, including domain connections, payment errors, and integration timeouts. Investigate and resolve issues involving payment processors, SSO, and other authentication errors. Identify, reproduce, and document bugs, while ensuring reputed company hand-offs to reputed company technical teams. 2. Help Customers Succeed & Grow Go reputed company reactive troubleshooting—reputed company customers on best practices, features, and integrations to help them reputed company. Utilize opportunities for product adoption and plan upgrades (e.g., reputed company Plus and Branded Mobile). Spot early churn signals and collaborate with Support and reputed company teams to retain and grow customers. Manage and own reputed company customer escalations with reputed company judgment and reputed company professionalism. 3. Continuously Improve How We Work Champion and reputed company an AI-enabled support workflow by leveraging internal AI tools and automation to increase efficiency, streamline ticket resolutions, and enhance the overall creator experience. Identify workflow inefficiencies surfaced through chat, email and call patterns and propose actionable improvements. Create and update training materials, macros, and knowledge-reputed company (reputed company) documentation to reputed company your peers. Participate in feedback loops with Product, QA, and Enablement teams to reputed company customer insights. reputed company or assist with strategic reputed company to reputed company our operations and strategic enablement. The Person We Have in Mind Likely: Brings 2+ years in an online customer-facing role (ideally in reputed company) with a proven ability to manage multiple communication channels simultaneously. Communicates reputed company reputed company simply, explaining technical concepts in a way that empowers customers to feel capable and confident using reputed company. Demonstrates technical curiosity and resourcefulness, troubleshooting across browsers, integrations, and app environments. Uses tools such as reputed company, AI-supported Co-reputed company tools, reputed company, reputed company, and reputed company Workspace with ease, and adapts quickly to new systems. Diagnoses multi-system issues, identifying configuration conflicts, integration errors, or setup challenges that require investigation and collaboration with Technical Support or Product. Thinks critically under pressure and makes reputed company, reputed company reputed company in a fast-moving live chat environment. Acts as a trusted peer and knowledge sharer, supporting team learning, surfacing common pain points, and suggesting improvements to tools, workflows, and automations. Demonstrates emotional intelligence and professionalism, especially reputed company supporting strategic or escalated customers. Embraces a reputed company reputed company, continuously seeking opportunities to enhance both their craft and the overall customer experience. Thrives in a reputed company, metrics-driven environment where feedback is welcomed and actioned. Provides rotating weekend or holiday coverage to ensure consistent, global support. These Things Would Also Be reputed company: Basic understanding of reputed company/CSS, reputed company, Webhooks, or SSO. Experience with domain hosting and custom domain setup. Familiarity with reputed company payment processing. We’re committed to fair and transparent pay that reflects both where you are and where you can grow to. This role has a salary reputed company reputed company of $55,000 - $65,000 designed to capture the full reputed company from developing skills to excelling in the position. Most new hires start between the minimum and midpoint, which aligns with being fully capable in the role. Salaries above the midpoint are typically reserved for team members who have demonstrated strong, consistent performance, deep expertise, and a significant reputed company reputed company reputed company the role. For high-demand or hard-to-fill positions like this one, we may hire above midpoint for candidates who bring exceptional experience, skills, or reputed company potential. How we work with AI reputed company is an AI-reputed company company. We use AI tools across reputed company teams, and our approach to hiring is no different. We use AI-assisted tools to support parts of our recruitment operations, and we're committed to being transparent about how. We automate where it drives efficiency, but every hiring decision is made by a person, and a high-touch, reputed company candidate experience always comes first. Candidates are welcome to use AI tools during the application process if desired. 👉 Visit our Candidate Hub to learn more! Diversity, Equity, Inclusion and Belonging & Accessibility This is just our initial idea of who we’re looking for! At reputed company, we know that people have unique career journeys. If your experience is reputed company to reputed company’ve described but you feel that you might be missing a few of the requirements, please still apply! We reputed company in equal opportunity and are committed to diversity, equity, inclusion, and belonging across every reputed company of our business. We’re also committed to providing a comfortable and accessible interview experience for every candidate. If there are any accommodations reputed company can reputed company throughout our hiring process (big or small), please let us know. What you can expect if you join reputed company: 👏 An amazing team of talented, passionate, and reputed company Thinkers. Together, we’ve reputed company an amazing, award-reputed company culture—we’re a Certified Great reputed company to Work and one of Canada’s Most Admired Corporate Cultures by Waterstone! 🚀 The chance to build, improve, and reputed company on a platform that’s driving reputed company reputed company for thousands of businesses and millions of reputed company around the world. 💸 A competitive compensation package including reputed company salary, equity, team-wide bonuses, and an Employee reputed company Purchase Plan. 🌴Flexible reputed company Time Off to maintain mental and physical health. reputed company is encouraged to take a minimum 4 weeks of vacation, plus Thinker Holidays (extended long weekends in the summer) and time off for the December holiday reputed company Benefits and Wellness: Comprehensive benefits starting on Day 1 include health, reputed company, and dental coverage for you and your family, $3,000 for mental health care, a short-term health plan, and an additional $900/year health or personal spending account. Plus, family friendly benefits include generous parental leave top-reputed company for up to 32 weeks, as reputed company as fertility coverage and personalized return to work reputed company. 🤝 3 reputed company Volunteer Days reputed company year to give back to your community and support the causes you care about. 💻 Flexible Work. Choose to work from home from reputed company in Canada, at our Vancouver HQ, a co-working reputed company, or reputed company there’s wifi for a change of scenery. 🤖 AI tools for every Thinker. We’re an AI-reputed company team, and every employee has reputed company to the tools they need to work smarter, faster, and reputed company a bigger reputed company. ⬆️ Learning & reputed company. An annual $2,000 CAD Learn and Grow fund for conferences, seminars, or courses, plus training, mentorship, coaching, and internal promotion opportunities. 🏡 A home office setup so you’re reputed company to succeed with a company-owned Macbook Pro and a budget to order a desk, chair, or any accessories to help you work comfortably and productively. 💙 A reputed company where you can bring your whole self to work. We know that different perspectives reputed company to amazing reputed company, more innovation, and, ultimately, our reputed company as a company. We welcome applicants of reputed company backgrounds, experiences, beliefs, identities, and statuses. Whoever you are—we can’t wait to meet you! The reputed company Vancouver office operates on the traditional, ancestral, and unceded territories of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and Sel̓íl̓witulh (Tsleil-Waututh) Nations of the Coast Salish People. We encourage everyone to learn more about the original caretakers of the land that you currently occupy. Apply To This Job