Customer Support Specialist

Il y a 6 mois

Brussels, Belgique Thynk.Cloud Temps plein

**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 just 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 10 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 recognise yourself in our values:

- **People-first** - Every day, our team focuses on our customers, their problems and how we can help them think differently about innovation.
- **Listening is Learning** - We focus on understanding the problem because that is where the real value is - the technology is just the vehicle to deliver change.
- **Agile Thinking** - We think outside the box and disrupt the status quo by rethinking technology's role in solving problems in hospitality.

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

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 3 persons (based in the US, in the UK 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 new Customer Support Specialist at Thynk, you will**:
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 metric
- 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
- 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_
- Fluent in English- Bonus point if you have :_
- _An extra European language : French, Spanish, German _
- B_ackground in the hospitality industry_

**What you can expect**:
We will provide the best IT equipment of your choice (Apple or Windows)

We are remote-first : we value communication, team work and transparency above all

You will join an international team with 10 nationalities on 3 continents : english is our language

We are people-first in many ways : it means we will carefully consider any request on your behalf to assist you in your working development and organization to help you in your fulfillment at work.

**Our hiring process**:

- Introduction call with Lou - People & Talent Manager
- 1-hour interview with Marek Simane - our Customer Support Manager
- 30 minutes interview with Nils Scheers - our COO
- Informal discussion with team members

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