Customer Support Specialist

ABOUT THISTLE:

Thistle was founded in 2013 with a mission to make it easy to get and stay healthy while improving the sustainability of our food system. We deliver delicious, ready-to-eat plant-forward meals, snacks, and cold press juices to our customers’ doorsteps to empower our customers to improve personal and planetary health by eating more plants. To date we’ve delivered over 20 million nourishing meals to customers across the West and East Coast and we’re just getting started! The San Francisco Business Times named us one of the Top 100 Fastest Growing Private Companies in the Bay Area in 2023, and Inc. awarded us Best in Business in 2022 among companies that “go above and beyond” in both food and sustainability sectors.

ABOUT THE ROLE:

We’re looking for someone who loves helping people and is passionate about the Thistle mission. As a Customer Support Specialist, you’ll field questions from our existing and potential customers through multiple communication channels. You’ll guide customers through Thistle signup and meal delivery and gather feedback to improve the overall Thistle experience. You’ll also coordinate with teams across the company to resolve issues quickly and efficiently. 

We are looking to fill two part-time roles:

East Coast schedule (in East Coast time):

MON: 6:00am-2:30pm EST (8 hours)

TUES: 7:30am-4:00pm EST (8 hours)

WEDS: 7:30am-2:00pm EST (6 hours)

THURS: 6:00am-2:30pm EST (8 hours)

West Coast schedule (in Pacific time):

SUN: 2:30pm-10:00pm (8 hours)

MON: 2:30pm-10:00pm (8 hours)

TUES: 11:00am-5:00pm (6 hours)

WED night: 2:30pm-10:00pm (8 hours)

• Provide amazing support to customers via phone, text, email, and live chat
• Coordinate seamlessly across multiple departments to resolve customer issues
• Advocate for our customers and surface continued pain points for resolution
• Assist with proactive customer re-engagement efforts, focusing on customer experience 
• Own team processes that run on a weekly cadence and suggest improvements for internal efficiencies

• Minimum of 2 years of work experience in a customer service/success role 
• Empathetic and patient demeanor with exceptional customer service skills
• Ability to work a flexible schedule, including early morning, nights, and/or weekend shifts
• Tech-savvy approach to everyday tasks and communication: familiarity with G-Suite (specifically Google Sheets), Slack, and Zendesk a big plus! 
• Comfort communicating with team members remotely

We are mission-driven and share a growth mindset. We let our values guide the way we approach crafting our healthy products, solving problems, and working collaboratively together. As a Thistler, you'll help transform the health of people and the planet by living our core values every day.

Be Human: We’re always willing to learn and aim to empower the people around us. 

Think Bigger: We’re here to do more today than we did yesterday, and we figure it out together.  

Build the Future: We tackle every day with the positive attitude of someone who can see the future and knows how bright it is. 

Make a Lot with a Little: We get creative and look for ways our resources can take us as far as possible.

Lead with Purpose: We use our mission to guide our decisions and give our work meaning.

Diversity, equity, and inclusion are essential values at Thistle. We know we do our best and most impactful work when we feel we are represented and belong. We're proud to actively recruit and hire talented people from a wide variety of backgrounds and experiences. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.