Customer Experience Champion

Join the ThriveCart Team (Note: The original job description mentioned Piktochart, but the job title mentioned ThriveCart. For the purpose of this exercise, we will proceed with ThriveCart):

ThriveCart is a cutting-edge technology company that empowers users to create exceptional online experiences. As a global team of innovators, we're dedicated to building products that delight our customers. Founded on the principles of excellence and user-focused problem-solving, we're seeking a talented individual to join our team as a Customer Experience Champion.

Location: Remote (Philippines)

Job Overview

We're on a mission to create an unparalleled customer experience. As a Customer Experience Champion, you'll play a vital role in advocating for our users' happiness and delivering outstanding support. This is more than just a customer support role – you'll engage in meaningful conversations, analyze trends, and provide valuable feedback to our product team to drive customer-centric innovation.

If you're passionate about helping others, delivering exceptional customer service, and making a lasting impact, we want to hear from you!

Key Responsibilities

• Deliver Exceptional Customer Experiences:
  • Provide top-tier support via email, live chat, and occasional phone/video calls, ensuring timely and effective issue resolution.
  • Manage a high volume of customer interactions (60+ per day), maintaining a high level of customer satisfaction and adherence to QA standards.
  • Guide users through onboarding, empowering them to maximize our platform's capabilities.
  • Identify customer needs, research solutions, and offer alternative options with empathy and professionalism.
  • Go above and beyond to resolve issues and provide an exceptional customer experience.
• Drive Customer-Centric Innovation:
  • Gather and analyze customer feedback through short user interviews and issue tracking.
  • Escalate valuable insights and trends to the Product team, providing actionable recommendations for improvement.
  • Conduct logical troubleshooting and document resolution steps for developers.
  • Ensure reported issues are fully resolved and effectively communicated to customers.

What You'll Bring to the Table

• 1-3 years of experience in Media/Tech, supporting SaaS applications and working with Customer Support metrics.
• Fluent in English (written and spoken) with excellent communication skills.
• Proactive, self-motivated, and results-driven, with a strong ability to work independently and collaboratively.
• Strong problem-solving skills, sound judgment, and an empathetic approach to customer interactions.
• A quick and agile learner, open to giving and receiving feedback to continuously improve individual and team performance.
• Ability to work autonomously in a remote setting while maintaining effective collaboration with the team.

Our Culture and Values

At ThriveCart, we thrive on collaboration, innovation, and continuous growth. Our values include:

• Commit to Excellence: We believe in delivering high-quality work and continuous improvement.
• User-Focused Problem Solving: Every design should contribute to solving a real problem for our users.
• Team Collaboration: We work better together, valuing input from every team member.
• Growth Mindset: We embrace challenges as opportunities to learn and grow.

Join our team and help shape the future of customer experience with ThriveCart! Apply Now