At Thrive Partners, we operate as a small, close-knit team where every contribution truly matters. In a company of our size, each individual plays a key role in shaping our culture, driving our success, and making a meaningful impact.
Working at Thrive means being part of something larger than your job title—it’s an opportunity to make a real difference, influence our growth, and evolve with the company.
CUSTOMER SUCCESS SUPPORTROLE
Thrive Partners is looking for an organised, energetic, and driven teammate to join our team as a Customer Support professional. The Customer Success department is responsible for developing and maintaining lasting relationships. We focus on retention and loyalty by consulting on the best practices within the industry and in utilising Thrive’s products.
The Role:
As a Customer Support Associate, you will be crucial in guiding our customers through their journey with Thrive. You will provide timely solutions, offer proactive guidance, and quickly resolve any issues to enhance their overall experience.
You will become an integral part of the team, focusing on reporting, data management, and ensuring smooth, efficient support interactions. Your work will help ensure customers are consistently supported and empowered to make the most of Thrive’s products.
Role Scope
- Managing Customer support (via Intercom and emails) for employees, main stakeholders/admins, and coaches by taking a consultative approach to help clients overcome issues and achieve goals.
- Issue Resolution/Platform Support: Address customer inquiries, troubleshoot product or service issues, and provide solutions promptly, ensuring customer satisfaction. Learn every aspect of the Thrive software to the expert level and be able to support questions, administer the platform, follow best practices, and troubleshoot.
- Customer Reporting: Preparing weekly/bi-weekly internal and external reports (utilisation, ratings, trends per employee, cohort, organisation, etc.)
- Proactive Support: Monitor & Update customer health data
- Collaboration with Internal Teams: Ad hoc work with sales, product, and technical teams to ensure customer feedback is acted upon and that customers' needs are met holistically.
Thrive Team Player
- Participation and contribution in customer success meetings and think tanks to bring forth ideas and suggestions to enhance how we work, think and participate together
- To contribute to the team's culture and take part in designing the type of business we want to build
- Taking action to ensure personal growth and development
- Co-create and champion a culture of feedback within the team.
Qualifications and experience
- Degree level or equivalent level/experience
- Previous experience in customer-facing or Customer support role would be a strong advantage.
- Open-minded desire to learn and grow and a natural curiosity
- Can do attitude, excellent problem-solving skills an aptitude for technology
- Comfortable working in a fast-paced, collaborative environment
- Strong proficiency in Microsoft Office, especially Excel
- Excellent written and verbal communication skills
- Analytical, critical thinking and organisational skills are a must
- Strong attention to detail and time management
- Excellent interpersonal skills with a proven ability to influence internal and external parties.
- Flexible and adaptable
Benefits
- Free professional coaching (a number of allocated sessions per year)
- Private Health Insurance
- Company-Sponsored Pension Scheme
- Hybrid Working Environment
- Regular team socials
- Regular Wellbeing Initiatives
