Product Support Specialist

2 months ago

London, United Kingdom Thriftify Full time

**About us**

We are innovative, fast-paced, engaging, and our goal is to Change how and why the world shops. At Thriftify we believe that the future of fashion is cause-based. By getting the used clothes in charity shops for sale online, we can create a world in which our fashion purchases have a positive impact, not a negative one..

Our work environment includes:

- Modern office setting
- Wellness programmes
- Growth opportunities

**Title**:Product Support Specialist
**Location**:Based in UKI, preference for UK where our scale will be happening

**Salary**:£40K ~ / €47,500 ~ DOE
If based in London, preference for 2 days per week in our office.
- Note: The below job description is a general overview of the role and is not exhaustive. Additional responsibilities and requirements may be assigned based on company needs and individual qualifications._

**The Role**:

- Take ownership of the investigation, diagnosis, and resolution of our charity partner and end users’ technical and customer service-related questions. We own client communication from initial contact until resolution.
- Contribute to the development of our knowledge base by creating and updating Support articles and guides.
- Working cross functionally in reviewing, implementing and optimising our internal processes to ensure we’re working smarter, not harder.
- Proactively identify patterns and trends in Customer Support issues and provide feedback to the relevant teams to drive continuous improvement.
- Strive to be a product expert in all areas of the product. We pride ourselves on being able to understand each customer’s needs deeply. We believe in empathetic, transparent, and solution-focused support and communication.
- Advocate for, and be the voice of our charity partners and end-users internally. We engage with and work alongside different teams to provide product feedback and iterate on our processes. We regularly collaborate with different teams including our Customer Success, Merchandising, Product and Development teams to ensure every decision made has our Charity Partners in mind.
- We help test new features, bug fixes, and improvements and provide direct feedback to the teams involved.

**Must have**:

- 3+ Years Technical Customer Support Experience, preferably in a SaaS/ start-up environment.
- Exceptional problem-solving skills and communication skills. Investigating and replicating issues, testing and creating workarounds and documenting escalations should be something you’re extremely comfortable with.
- Genuine passion for supporting customers and delivering transparent, expert and empathetic support.
- Strategic and thoughtful about prioritising and managing competing priorities. Thriftify is a fast-paced start-up environment where you’ll need to think on your feet, pivot and be comfortable context switching.
- Excellent written and verbal communication skills - you need to take technical language and concepts and make them accessible to our Charity Partners and end users.
- You are thorough, detail-oriented, and self-motivated.
- Ability to work independently, as well as collaboratively. We don’t believe in micro-management and favour self-management at Thriftify.
- Commitment to continuous self-improvement and learning

**Nice to have**:

- Knowledge of Magento, Hubspot, Slack, customer support tools
- Process driven
- we’re looking for someone to help us build Thriftify and bring suggestions and best practices to the table.
- Experience with e-commerce platforms and online marketplaces.
- Experience working with remote teams and customers across different time zones.
- Interest in social impact and sustainability initiatives, as well as the charity sector.

**Job Types**: Full-time, Permanent

**Salary**: £40,000.00 per year

**Benefits**:

- Employee stock ownership plan
- Employee stock purchase plan
- Flexitime
- Health & wellbeing programme
- Sick pay
- Work from home

Schedule:

- Flexitime
- Monday to Friday

Supplemental pay types:

- Performance bonus

Work Location: Hybrid remote in London

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