Merchant Support Specialist

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, a track record of internal promotions, and an impressive alumni network. We credit our cultural “core behaviors” with these accomplishments: Find A Way, Focus on What Matters, Say “Thanx” Genuinely, Welcome Diverse Perspectives, and Empathy Over Ego.

Who Are You?

We are in search of a customer support champion to join our team—a dedicated individual with a passion for delivering top-tier support to a diverse set of users. As a vital member of our Customer Support team, you will be at the forefront of ensuring our users, both consumers and merchants, receive timely and effective resolutions.

The ideal candidate thrives in a dynamic support environment and possesses a knack for troubleshooting issues related to online ordering, backend configurations, and marketing campaigns for our merchants. You are comfortable providing support via email and real-time chat.

We’re looking for someone with strong technical experience as you will play a key role in creating custom segments for merchants and collaborating with them to enable integrations that improve their tech stack. Your commitment to efficiency extends to contributing to team documentation, ensuring that customer-facing teams have the resources they need to excel, and helping us scale the function.

Position Overview

This is a remote contract position with the potential to turn into a full-time opportunity. It will be your responsibility to answer B2C and B2B customer support tickets and chats that come through our support tool, Zendesk. You will be on the front lines with our merchant and consumer users and are expected to be a  positive and helpful resource. You will tag tickets for tracking, research customer issues, and report bugs or issues you uncover.

You will:

  • Provide timely resolution of Tier II (Consumer Support) tickets and Tier III (Merchant Support) tickets via email and real-time chat
  • Troubleshoot ordering, dashboard, or campaign issues for Merchants
  • Create custom segments for merchants
  • Maintain and contribute to team documentation for both US Support team and Offshore team
  • Handle escalated Tier II tickets & receipts
  • Meet with onboarding merchants to develop a mutual Support plan and lead the merchant launch from the support team’s end
  • Work with merchants to enable integrations
  • Work 40 hours per week

You have:

  • 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

Perks — we care about our people

  • 401k Plan
  • Excellent Healthcare benefits including Telemedicine Services
  • Home Internet Reimbursement 
  • Home Office Stipend
  • “Thanx for Lunch” monthly meal stipend
  • Take what you need PTO
  • Learning and Development
  • Mac OS Hardware
  • Quarterly Employee Recognition Program