Thinkific is a software platform that gives anyone the ability to easily create and sell online courses, build vibrant communities, and monetize memberships. We believe in impactful and innovative work: our team of 260+ Thinkers is building and expanding an incredible product that empowers Creator Educators and businesses around the globe while working collaboratively to learn, grow, and succeed together. Join us to see how we’re building one of the best workplaces in Canadian tech!
We believe every candidate should have a fair, inclusive, and overall great experience when exploring a new role with Thinkific. That starts with outlining our hiring process so you know what to expect every step of the way—click here to learn more: https://thnk.cc/whattoexpect
Are you interested in growing your skills and responsibilities at Thinkific? Are you excited by the opportunity to support customers of The Leap? We’re looking for a Product Support Specialist for The Leap.
Background and Content:
The Leap is a start-up organization representing a bet by Thinkifc to capture the creator-entrepreneur market, and almost any market you enter in today’s software space is competitive. Customer service is an area that still routinely separates successful startups from failing ones.
Great customer experiences set a company apart in a crowded marketplace because they create passionate and vocal customers. This competitive advantage is hard for competing organizations to break down because they have to battle that existing business-to-customer relationship first. What’s more, The Leap has a head start here because we created an engaged community first, before we decided to build a product. Following our first public launch back in October 2023 our user-growth has meant we need to supplement our squad with a superstar Product Support Specialist that can act as the vital conduit between our product team and our growing base of users.
As a Product Support Specialist, you’ll be helping content creators take their first few steps towards selling learning products to their audience directly. Many of these creators are exhausted from the constant pressure to create and post new content online to keep the social algorithms happy, and are looking for a more sustainable way to make a living – The Leap’s mission is to help them along the way. Being the first point of contact, you’ll be answering users’ questions, solving problems, providing expert guidance, funneling insights back to the team, and taking a key role in the overall shape and direction of the product itself!
The Leap’s product is simple and intuitive to use. The lack of product complexity means you’re more likely to be spending your time taking in feedback from users and offering them guidance and advice on best practices for getting started (as opposed to solving complex technical issues or dealing with advanced use cases). This role will be as much about customer success as it is customer support.
The Leap operates as a start-up, and we work in a dynamic, entrepreneurial environment. We quickly refine our strategy and approach based on feedback. As such this role could evolve and grow, if that excites you then read on.
We are looking for a Product Support Specialist for The Leap to work Monday – Friday 9am PT – 5pm PT or 9am EST – 5pm EST.
Your goal will be to manage The Leap’s support ticket queue, ensuring customer issues are responded to and resolved as quickly and effectively as possible, as well as advocating for ongoing success of the Leap’s growing customer base. Here’s how you’ll accomplish this:
Customer Support and Success:
Knowledge Base Documentation:
Voice of the Customer:
Product Development:
The person we have in mind likely:
These things would also be nice, but we think you could learn them on the job:
The recruitment compensation range for this position is $55,000 – $65,000 CAD
Diversity, Equity, Inclusion and Belonging & Accessibility
This is just our initial idea of who we’re looking for! At Thinkific, we know that people have unique career journeys. If your experience is close to what we’ve described but you feel that you might be missing a few of the requirements, please still apply! We believe in equal opportunity and are committed to diversity, equity, inclusion, and belonging across every facet of our business.
We’re also committed to providing a comfortable and accessible interview experience for every candidate. If there are any accommodations our team can make throughout our hiring process (big or small), please let us know.
What you can expect if you join Thinkific:
👏 An amazing team of talented, passionate, and kind Thinkers. Together, we’ve built an amazing, award-winning culture—we’re a Certified Great Place to Work and one of Canada’s Top Small & Medium Employers!
🚀 The chance to build, improve, and innovate on a platform that’s driving positive impact for thousands of businesses and millions of students around the world.
💸 A competitive compensation package including base salary, equity, team-wide bonuses, and an Employee Share Purchase Plan.
🌴Flexible Paid Time Off to maintain mental and physical health. Our team is encouraged to take a minimum 4 weeks of vacation, plus Thinker Holidays (extended long weekends in the summer) and time off for the December holiday season.
🩺 Health Benefits and Wellness: Comprehensive benefits starting on Day 1 include health, vision, and dental coverage for you and your family, $3,000 for mental health care, a short-term health plan, and an additional health or personal spending account. Plus, family friendly benefits include generous parental leave top-ups for up to 32 weeks, as well as fertility coverage and personalized return to work options.
💻 Flexible Work. Choose to work from home from anywhere in Canada, at our Vancouver HQ, a co-working space, or anywhere there’s wifi for a change of scenery.
⬆️ Learning & Growth. An annual $1500 USD Learn and Grow fund for conferences, seminars, or courses, plus training, mentorship, coaching, and internal promotion opportunities.
🏡 A home office setup so you’re ready to succeed with a company-owned Macbook Pro and a budget to order a desk, chair, or any accessories to help you work comfortably and productively.
🍦Eats and Treats. $50 CAD per month to treat yourself with snacks, lunch, or groceries to cook at home.
💙 A place where you can bring your whole self to work. We know that different perspectives lead to amazing ideas, more innovation, and, ultimately, our success as a company. We welcome applicants of all backgrounds, experiences, beliefs, identities, and statuses. Whoever you are—we can’t wait to meet you!
The Thinkific Vancouver office operates on the traditional, ancestral, and unceded territories of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and Sel̓íl̓witulh (Tsleil-Waututh) Nations of the Coast Salish People. We encourage everyone to learn more about the original caretakers of the land that you currently occupy.