Full-Time Customer Support Specialist
Thrivecart is hiring a remote Full-Time Customer Support Specialist. The career level for this job opening is Entry Level and is accepting Philippines based applicants remotely. Read complete job description before applying.
Thrivecart
Job Title
Posted
Career Level
Career Level
Locations Accepted
Share
Job Details
About ThriveCart:Piktochart is a web-based graphic design platform empowering users to create professional visuals (infographics, presentations, videos) without design experience. Founded in 2011, Piktochart is a global team dedicated to building the best visual storytelling tool.
Location (Remote):Philippines
Job Overview: We aim for an exceptional user experience, advocating for happiness and delight, ensuring users feel supported and valued. This is a customer support role going beyond answering tickets and calls—we engage in meaningful conversations, analyze trends, and provide feedback for customer-centric, forward-thinking products.
What Your Work Will Entail:
- Deliver a Positive Customer Experience: Provide top-tier support via email, live chat, and calls. Manage and assist over 60 customers daily, ensuring high satisfaction. Maintain quick first response time and issue resolution while adhering to QA standards. Guide users through onboarding to maximize Piktochart capabilities.
- Identify customer needs, research solutions, offer alternative options with empathy and professionalism. Go the extra mile to resolve issues.
- Close the Product Feedback Loop: Gather and analyze customer feedback through interviews and issue tracking. Escalate insights to the Product team, suggesting improvements. Conduct troubleshooting, document resolution steps for developers.
- Ensure reported issues are fully resolved and communicated to customers.
What You Bring To This Role:
- 1-3 years of experience in Media/Tech supporting SaaS applications and customer support metrics.
- Fluent in English (written and spoken) with excellent communication skills.
- Proactive, self-motivated, and completes tasks independently.
- Strong problem-solving and decision-making skills.
- Quick learner, empathetic approach to interactions.
- Open to feedback for individual and team improvement.
- Ability to work autonomously and collaborate effectively.