Customer Support Specialist

🌴 Why join Thynk?

Founded by a team of experienced SaaS founders and hospitality executives, Thynk is on a mission to revolutionize the 2T$ hospitality industry and become a new vertical SaaS giant, following the footsteps of Veeva and nCino. Our ambition is fuelled by a fantastic product built on top of the Salesforce platform and a spot on time to market.

We raised a 13M$ (undisclosed) Series A from high-profile VCs (NY+EU) to scale our operations and expand to the US. Your role is key at our stage to make sure we scale the right way, it is an opportunity to have a big impact on the company.

Our customers are all over the world and so are we, with team members from 25 nationalities, based on 3 continents and 6 time zones - building a strong common culture while respecting the individual constraints of everyone in our remote-first environment.

By joining the Thynk Family, you will recognize yourself in our values :

• Ambition - We think big and act boldly. We’re organized to move fast, scale quickly and set industry standards.
• Care - We believe in the power of being surrounded by a diverse international team of all-stars, who are caring about each other and our customers. We prioritize balance and wellbeing.
• Innovation - We look at the big picture to develop new solutions never done before. We believe in asking questions, challenging, and rarely taking no for an answer. We encourage our customers to do the same, and partner with them to bring forth this change.
• Service - We develop services for people whose businesses are, above all, about quality of service. Our customers are at the heart of everything we do, and our technology is simply a means of helping them deliver exceptional service to their customers.

📣 About the role 

We are on a mission to revolutionize the 2T$ hospitality industry and to become a new vertical SaaS giant.

It will be your mission to provide frontline support to Thynk customers and treat incoming support requests : analyze, troubleshoot & resolve issues related to Thynk application or escalate those issues to appropriate standards and procedures.

You will be part of a new, growing and distributed team for a high growth tech startup in the hospitality industry, within the customer support department currently composed of 4 persons (based in the US, in the UK, Poland and India) and managed by the Customer Support Manager, based himself in the Czech Republic.

We have 2 week sprints and 2 weeks releases. We are particularly close to the leadership team, the business and the product. Also, we are able to innovate at a rapid pace. We use Slack for digital communication and Notion as a collaboration tool.
 

🧑‍💻 As our Customer Support Specialist at Thynk, you will: 

Contribute as an individual contributor in a strong, fully remote team and be a team player in a highly collaborative environment. You will be responsible for:

• Analyze, troubleshoot and solve issues related to Salesforce and Thynk Product.
• Escalate all issues to the supervisor when resolution is not achievable in line with performance metrics.
• Work with Customer Success Team, communicate and document known internal and client facing solutions to problems or inquiries.
• Maintain Thynk Product by deploying the latest Product releases and monitor the overall org state.
• Ensure excellence in communication of all work-related information to colleagues and Thynk customers.
• Maintain Salesforce and Thynk application knowledge.
• Assist in identifying technology and general areas needing improvement within the department and Thynk product.
• Handle conflict situations in the best interest of both Thynk as well as the client.

🍭 About you

You will be a great fit if: 

• You have 1 to 3 years of experience in a Customer Support role
• Salesforce Administrator Certification or 3+ years of experience as Salesforce Administrator (it's a MUST-HAVE for this role)
• Fluent in English

Bonus point if you have:

• Background in the hospitality industry
• An extra European language : French, Spanish, German…

✨ What you can expect : 

📺 We will provide the best IT equipment of your choice (Apple or Windows)

💸 We are remote-first : As a fully remote team of repeat entrepreneurs, we value communication, teamwork, and transparency above all.

🌎 Global-first : You will join an international team with 21 nationalities on 3 continents : we organize monthly meetings and yearly events to gather all the team together. English is our first language .

🚀 We are people-first : We care about our people (team members, clients, and partners), we value work-life balance, and consider any request to achieve fulfillment at work

👀 Our hiring process 

- Introduction call with our HR team

- 30 minutes- interview with Marek Simane - our Head of Customer Support

- 1- hour hand-on exercise

- Informal discussion with team members