Customer Support Specialist

The Customer Support Specialist role at PicThrive is far from mundane. It is a role where you’ll have the power to instigate real change within the organization, in our customers' lives and in the industry as a whole.

About You:
You’ll be many things to our team!

A Coach: to many different types of tour and activity operators throughout the world, from jet boating to ziplining to surfing to horseback riding and many more. You’ll help them improve their business operations and implement best practices to provide a five-star experience for their guests.

An Expert: on the PicThrive platform and our proven methodology, relaying that information to our customers to support their growth. You’ll problem solve customer queries, ensuring they leave the conversation with a smile.

A Process Improver: always finding a better way, you will improve processes and advance the customer experience, enabling our clients to achieve greater heights.

Our support team has been able to achieve a high NPS score, improve our customers' sales, literally change lives, and bring industry-leading technology and know-how to businesses that actually need it. Plus we’re having a lot of fun along the way.

About Our Team:

We’re a small passionate team, that’s growing, loves the outdoors, plays hard and works harder. We have beers on the regular and enjoy monthly team outings - we are in the fun business, after all, delivering amazing lasting memories.

At our startup, we want to be surrounded by those that thrive on working independently, are team players and think through problems before jumping to conclusions. We’re looking for team members that love taking on big challenges and want to see their hard work have a direct impact on the company, 100s of clients and 10,000s of tourists every day. They like getting their hands dirty and they get things done. Most importantly, they’ll do whatever it takes to make our customers happy and they’ll bring joy to the office every day.

We are headquartered in the heart of the innovation district in Kitchener (305 King St West). We’ve got a beautiful view from our office (there are lots of windows and natural light), you’ll have free access to the building’s 24/7 fitness room and secure indoor bike storage.

Join a team that delivers amazing customer experiences like these!

“The people there are lovely, and PicThrive does what it does very well”

“Great program, excellent customer service.”

“LOVE PICTHRIVE - ease of use, customer service, LOVE IT”

“PicThrive customer service is unmatched.”

“Excellent Customer Service - more like business partners. Great system Nothing else like it on the market.”

Job Responsibilities

  • Conduct training and onboarding sessions with clients

  • Proactively resolve client support requests and issues via email, web chat and phone

  • Solve issues by listening, understanding the problem and working with the clients to achieve their goals

  • Coach clients on implementing best practices to improve their operations

  • Work closely with our Account Executive team to ensure an amazing customer experience right from the start

  • Be an expert PicThrive user to teach and coach best practices

  • Provide the product team with feedback on improvements and new features

  • Create and update training and support modules for clients

  • Help optimize and implement new operating procedures

  • Assist guest support team with tickets when needed


Candidate Requirements

  • Ability to work independently and prioritize a variety of projects with strong attention to detail

  • Outstanding communicator, both verbal and written

  • Not afraid of jumping in headfirst and working with ambiguity

  • Enjoys a fast paced environment that is constantly evolving

  • Creative problem solver that isn’t afraid to do what it takes to make clients successful

  • Can work closely and effectively with others

  • Undergraduate Degree (4 years)

  • 0 to 2+ years of work experience


Bonus Points

Experience working in customer support/serviceExperience working in startup environments