Consumer Support Specialist

Position Overview

• Location Type: Remote
• Employment Type: Contract-to-Hire
• Salary: Not specified

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. You will be responsible for answering 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.

Responsibilities

• Answer consumer support tickets through Zendesk.
• Handle tickets escalated from Tier 1 support.
• Research support issues and escalate tickets when necessary.
• Provide detailed background information when reporting bugs or issues.
• Maintain courteous and articulate communication with customers.

Requirements

• 1-3 years of software support experience.
• Strong written and verbal communication skills.
• Strong interpersonal skills, including the ability to manage upset customers.
• Strong problem-solving and computer skills.

Application Instructions

• Ready to change your life? Apply now!

Company Information

• 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.