At a Glance
- Tasks: Support customers by resolving issues and providing a positive experience through Zendesk.
- Company: Join Thanx, a leading loyalty platform for restaurants with a vibrant culture.
- Benefits: Competitive pay, remote work, and potential for contract-to-hire.
- Other info: Work in a dynamic environment with opportunities for growth and development.
- Why this job: Be the face of a brand that values empathy and innovation in customer support.
- Qualifications: 1-3 years in software support with strong communication and problem-solving skills.
Location: We are open to candidates in Canada with a proven record of working remotely. This is a 3 month contract role.
Overview
Thanx is a leading loyalty and guest engagement platform for restaurants. Thanx helps regional and national restaurant brands grow customer lifetime value with easy-to-use lifecycle marketing automations and innovative customer loyalty tools focused on access, status, and personalization over rote discounts. Thanx’s proprietary credit card tokenization technology dramatically increases the volume and accuracy of purchase data which sits at the core of our CRM suite of tools and our app and web-based ordering experiences deliver industry-leading conversion and repeat purchasing. We were named to Nation’s Restaurant News “2020 Power List” as one of the 50 most influential innovators in food-service.
Thanx has gained the investment of prominent venture and growth equity luminaries, having raised more than $30M from elite investors such as M33 Growth, Ribbit Capital, and Sequoia Capital. Core to our success is a culture that has attracted some of the best talent from across the country; we are proud of incredibly strong employee tenure, track record of internal promotions, and impressive alumni network. We credit our cultural core behaviors with these accomplishments: Think Boldly, Execute Reliably, Focus on What Matters, Say “Thanx” Genuinely, Encourage Diverse Perspectives, and Empathy Over Ego.
Who Are You?
This is a contract-to-hire, remote position. It will be your responsibility to answer consumer support tickets that come through our Customer Service tool, Zendesk. You will be on the front lines with our users and are expected to bring a positive and helpful face to the brand. You will tag tickets for tracking, research customer issues, and report any bugs or issues you uncover. Day-to-day responsibilities overseen by Director of Merchant Operations and Support.
You must:
- Use Zendesk to read, track, and respond to support requests from consumers
- Handle tickets escalated from our Tier 1 team
- Research support issues and escalate tickets when there are indications of a larger issue
- Provide detailed background information when reporting a bug or issue
- Maintain courteous and articulate communication
- Work 40 hours per week (5 days, 8 hours each day) for 3 months
You have:
- 1-3 years of software support experience
- Strong written and verbal communication skills
- Strong interpersonal skills, including the ability to manage an upset customers
- Strong problem-solving and computer skills
Ready to change your life?
We are proud to be an Equal Employment Opportunity company. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Thanx will consider qualified applicants with arrest or conviction records for employment in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
Consumer Support Specialist
$22 - $25 CAD
Consumer Support Specialist (Contract) employer: Thanx
Thanx is an exceptional employer that fosters a vibrant remote work culture, offering meaningful opportunities for professional growth and development. With a strong emphasis on employee tenure and internal promotions, we provide a supportive environment where diverse perspectives are encouraged, making it an ideal place for those looking to make a significant impact in the customer support field. Join us and be part of a team that values bold thinking and genuine appreciation, all while working with cutting-edge technology in the dynamic restaurant industry.
StudySmarter Expert Advice🤫
We think this is how you could land Consumer Support Specialist (Contract)
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Thanx.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Thanx. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Consumer Support Specialist (Contract)
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Thanx.
How to prepare for a job interview at Thanx
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Thanx's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Thanx offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
