Customer Support Specialist

About ThriveCart

Piktochart is a web-based graphic design platform that empowers users to create professional-grade visuals, including infographics, presentations, and videos, without the need for extensive design experience. Founded in 2011, Piktochart has grown into a global team of developers, designers, marketers, and support staff dedicated to building the best visual storytelling tool on the internet.

Location (Remote)

Philippines

Job Overview

We strive to create an exceptional experience for our users. Our goal is to advocate happiness and delight, ensuring our users feel supported and valued. This is not just a typical customer support role—beyond answering tickets and phone calls, we engage in meaningful conversations, analyze trends, and provide valuable feedback to our product team to build customer-centric and forward-thinking products.

If you are passionate about helping users, delivering outstanding customer service, and making an impact in the visual communication space, this role is for you!

What Your Work Will Entail

• Deliver a Positive Customer Experience:
  • Provide top-tier support via email, live chat, and occasional phone/video calls.
  • Manage and assist 60+ customers per day, ensuring a high level of customer satisfaction.
  • Maintain quick first response time and efficient issue resolution while adhering to QA standards.
  • Guide users through onboarding, ensuring they maximize Piktochart’s platform capabilities.
  • Identify customer needs, research solutions, and offer alternative options with empathy and professionalism.
  • Go the extra mile to resolve issues and provide an exceptional customer experience.
• Close the Product Feedback Loop:
  • Gather and analyze customer feedback through short user interviews and issue tracking.
  • Escalate valuable insights and trends to the Product team with potential suggestions for improvement.
  • Conduct logical troubleshooting and document resolution steps for developers.
  • Ensure reported issues are fully resolved and effectively communicated to customers.

What You Bring To This Role

• 1-3 years of experience in Media/Tech supporting SaaS applications and working with Customer Support metrics.
• Fluent in English (written and spoken) with excellent communication skills.
• Proactive, takes initiative, and sees tasks through to completion without requiring constant oversight.
• Strong problem-solving skills and sound judgment in decision-making.
• A quick and agile learner with an empathetic approach to customer interactions.
• Open to giving and receiving feedback to continuously improve individual and team performance.
• Ability to work autonomously while collaborating effectively in a team environment.

Learn More About Piktochart

Our team thrives on collaboration, innovation, and continuous growth. We foster an open environment with regular knowledge-sharing sessions and encourage active participation in shaping the platform. Our values include:

• Commit to Excellence – We believe in delivering high-quality work and continuous improvement.
• User-Focused Problem Solving – Every design should contribute to solving a real problem for our users.
• Team Collaboration – We work better together, valuing input from every team member.
• Growth Mindset – We embrace challenges as opportunities to learn and grow.

Join us and help shape the future of visual storytelling with Piktochart!