Product Support Specialist

Who we are ⬇️

Thinkific is an award-winning learning commerce platform built for scale. By bringing together community, courses, and content with commerce, we power transformative learning experiences and give businesses everything they need to grow their revenue— all from one AI-powered platform.

We’re a team of 300+ Thinkers building products that matter. Every role at Thinkific contributes to raising the bar for online learning, supporting thousands of learning businesses, and creating real-world impact for millions of learners around the world. You’ll work alongside curious, collaborative teammates who care deeply about what they build and who they build it for.

We’re committed to a fair, inclusive, and human hiring experience. Our team is here to guide you every step 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 Thinkific.

Thinkific’s Support Team is fueled by empathy and a genuine commitment to the customer experience. Every support interaction accelerates each learning business' unique path to success. We live by our Mantra ‘Serve the individual’ , which emphasizes understanding and addressing the unique needs, challenges, and goals of each customer.

In this omni-channel role, you will be a key driver for delivering on our vision across all 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-share calls . You will role model best-in-class support, identify process improvements, and uphold our standards of excellence while helping each learning business extract the most value from our product to fuel their success.

Schedule

Hours: 9am-5pm PST

Schedules: Monday-Friday

Statutory holiday coverage rotates among the team and is scheduled well 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

Provide timely, empathetic, and technically accurate responses via live chat, email, and phone/screen-share .

Own each customer issue from initial report through resolution, coordinating with Technical Support and Product teams as needed.

Troubleshoot complex 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 clear hand-offs to downstream technical teams.

2. Help Customers Succeed & Grow

Go beyond reactive troubleshooting—educate customers on best practices, features, and integrations to help them scale.

Utilize opportunities for product adoption and plan upgrades (e.g., Thinkific Plus and Branded Mobile).

Spot early churn signals and collaborate with Support and Customer Success teams to retain and grow customers.

Manage and own complex customer escalations with sound judgment and calm professionalism.

3. Continuously Improve How We Work

Champion and embrace an AI-enabled support workflow by leveraging internal AI tools and automation to increase efficiency, streamline ticket resolutions, and enhance the overall customer experience.

Identify workflow inefficiencies surfaced through chat, email and call patterns and propose actionable improvements.

Create and update training materials, macros, and knowledge-base (Guru) documentation to enable your peers.

Participate in feedback loops with Product, QA, and Enablement teams to share customer insights.

Lead or assist with strategic projects to level up our operations and strategic enablement.

The Person We Have in Mind Likely

Brings 2+ years in an online customer-facing role (ideally in SaaS) with a proven ability to manage multiple communication channels simultaneously.

Communicates complex ideas simply, explaining technical concepts in a way that empowers customers to feel capable and confident using Thinkific.

Demonstrates technical curiosity and resourcefulness, troubleshooting across browsers, integrations, and app environments.

Uses tools such as Zendesk, AI-supported Co-Pilot tools, Slack, Asana, and Google 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 sound, timely decisions 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 when supporting strategic or escalated customers.

Embraces a growth mindset, continuously seeking opportunities to enhance both their craft and the overall customer experience.

Thrives in a collaborative, 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 Nice

Basic understanding of HTML/CSS, APIs, Webhooks, or SSO.

Experience with domain hosting and custom domain setup.

Familiarity with Stripe 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 range base of $55,000 - $65,000 designed to capture the full journey 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 positive impact within 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 impact potential.

How we work with AI

Thinkific is an AI-forward company. We use AI tools across all 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, human 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 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.