Customer Support Specialist
Who we are:
Founded in 2013, Thistle is a leading tech-enabled food and nutrition company that delivers ready-to-eat meals right to your doorstep. We empower our customers to get and stay healthy while improving the sustainability of our food system. Thistle began as a single pop-up location in San Francisco, going from selling cold-pressed juices to delivering nearly 15 million delicious, healthy, plant-forward meals, organic cold-pressed juices, and snacks.
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. This position is entirely remote and reports to the Customer Support Supervisor.
We are hiring for two positions. One will work PST hours, and the other will work EST hours.
Availability required: Weekends required. This is a part-time role requiring 20-30 hours per week.
What you'll do:
- Support Thistle customers via phone, text, email, and live chat
- Coordinate seamlessly across multiple departments to resolve customer issues
- Advocate for Thistle customers and surface continued pain points for resolution
- Escalate complaints or issues to leadership or collaborative business partners
- 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
- Perform other duties as assigned to support the team
What you'll bring:
- High School diploma or equivalent required
- Bachelor’s degree or higher preferred
- Minimum of 2 years of work experience in a customer service/success role
- Familiarity with Zendesk or comparable CRM systems
- Empathetic and patient demeanor with exceptional customer service skills
- A desire for authentic interactions – not looking to read off a script
- Ability to multitask while maintaining attention to detail
- Comfort communicating with team members remotely
$23 - $30 an hour
The starting hourly rate for this position is out of the pay band range of $23.00 - $30.00 and represents the company's good faith minimum and maximum range for this role at the time of the posting. The actual hourly compensation offered to a candidate will depend on various factors, including, but not limited to, the candidate’s experience, qualifications, and location.
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.