Consumer Support Specialist

Thanx; York (FL); Remote; USD 40,000 - 80,000; Full time

Job summary

An innovative company is seeking a dedicated support specialist to enhance customer engagement through effective communication and problem-solving. In this remote contract-to-hire role, you will be pivotal in addressing consumer support tickets and ensuring a positive customer experience. With a focus on empathy and reliability, you will collaborate closely with the Director of Merchant Operations and Support to tackle customer issues and improve service quality. If you're passionate about customer support and eager to contribute to a dynamic team, this opportunity is perfect for you.

Qualifications

• 1-3 years of software support experience required.
• Strong written and verbal communication skills are essential.

Responsibilities

• Answer consumer support tickets using Zendesk.
• Research customer issues and report bugs.

Skills

Software Support Experience

Communication Skills

Interpersonal Skills

Problem-Solving Skills

Computer Skills

Tools

Zendesk

Job description

Location: We are open to candidates in New York and Florida with a proven record of working remotely.

Who Are We?

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)

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? Apply now!

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.