Customer Support Specialist

Traditional surveys fall short in today’s world. That’s why we built ThoughtExchange, a platform powered by cutting-edge AI that enables leaders to connect with their communities and gain immediate, actionable insights that drive meaningful change.

From school districts to Fortune 500 companies, we empower thousands of leaders with the quality data they need to make a real impact. Our mission drives us, and we’re committed to creating positive change alongside a team of brilliant, curious, and collaborative individuals. Thanks to these efforts, we’ve been recognized for our excellence and named one of Canada’s Top Growing Companies for the past five years.

At ThoughtExchange, we’re reshaping community and employee engagement for good. If you’re passionate about making a difference, we’d love to have you join our journey.

We are looking for a Customer Support Specialist to join our specialized Customer Success team. In this role, you’ll contribute to advancing our customer success experience by providing top-notch support to our customers with their technical problems. The role also manages our Help Site, which includes article creation, curation, and site optimization. If you have strong technical skills, enjoy helping customers troubleshoot issues, and are passionate about crafting clear and effective support content, we’d love to hear from you!

• Manage the Help Site by writing help articles for both internal and customer-facing support
• Provide exceptional support to our customers, helping to mitigate bugs, identify knowledge and/or product gaps, and provide best-practice advice through email and phone
• Use ticketing software and other internal systems to manage, track all support interactions, and report on trends
• Collaborate with our Release, User Experience, and Development teams to identify and track issues to improve our software
• Partner with the Product team to identify and address product gaps based on user feedback and common support trends
• Work closely with the Customer Success, Training, and Sales team to ensure seamless support to all users
• Assist the Internal Support team to support staff with product questions and feature enablement requests
• Partner with the Release team to create internal training content (video and text-based) to launch planned product updates
• Collaborate with the Marketing team to produce video training content for the Help Site

• Minimum 3 years experience in a customer support role
• Minimum 1-2 years of experience managing a help site
• You have experience working with Zendesk or a similar ticketing software platform
• You have strong communication skills, both written and verbal, with customers and internal teams
• You have experience with article creation and curation
• You have exceptional problem-solving skills
• You have good time management and organization skills to prioritize competing projects 
• You’re curious and innovative, staying up to date with the latest product roadmap/releases
• Basic HTML knowledge, as some areas of our help site may occasionally require minor manual edits

• Experience with basic video editing 
• Quantitative and qualitative research experience 
• Preference for the candidate to be based in PST timezone

If you don’t see yourself fully reflected in every job requirement listed in the posting above, we still encourage you to reach out, apply, and tell us more about yourself in your application. Research has shown that some individuals only apply when they feel 100% qualified. We are committed to removing obstacles to ensure we have the best talent. 

ThoughtExchange prioritizes accessibility. Support is available upon request for candidates participating in all aspects of the selection process. Finally, we know from time to time, emergencies happen, and you may need to reschedule an interview - we understand and encourage you to be in communication without worrying about losing the opportunity or your credibility.

What we offer: 

ThoughtExchange wants to ensure our people are heard, supported, and cared for, so we invest in our employees. We continuously ask our employees what they need to ensure we're supporting their successes in the workplace and in life.

We are proud to offer our employees the following:

Benefits & Well-Being: From day one, you’ll receive a benefits package focused on health & wellness that includes a generous time off policy, flexible extended benefits plan options, and company-wide wellness days off scheduled through the year. Our benefits package also includes maternity & parental leave top-up programs and access to Maple, Inklebot, and Headspace which support our employees' primary care, mental health, and wellness needs.

Flexibility: We’ve been remote-first for over ten years. We’re contribution-focused and operate on mutual trust because we need you to feel empowered to be your best self. You know the circumstances in which you excel—where you work and how you structure your day.

Culture: We walk the walk when it comes to our product and ensure no important decisions are made without including our employees' perspectives. We value and prioritize everyone’s voice, so we use our anonymous, anti-bias platform to make sure people are comfortable sharing their real thoughts and feedback.

Compensation: We want you to do your best work, and part of that is being happy with your compensation. We pay fairly, considering the complexities of market rates, experience, location, and demand. We believe in pay transparency and pay equity. In addition to competitive pay and benefits, employees receive share options when joining the company.

Connection: In addition to remote hubs of employees across Canada and the US and offices in Rossland and Vancouver, we get together as a company every few years in some pretty cool locations. We also connect virtually as a company every month and celebrate one another in our #gratitude Slack channel. 

Growth: We host regular learning sessions. You also have access to an annual Professional Development stipend & Company Coach to ensure you can grow in your role & advance your career.