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Customer Service
Manager, Customer Support (Billing) Customer Service
79% 1-Year Employee Growth Rate | 145% 2-Year Employee Growth Rate | LinkedIn | $0 Venture Funding
What Is Employee Growth Rate & Why Is It Important?
Are you looking for your next opportunity to grow and develop an incredible team? Do you love providing a fantastic customer experience? You know that the success of any company is tied to both a high quality product and the customer experience—and that’s where you come in. If you’re looking for a big challenge that holds big opportunities, you’ll find that at Thinkific!
As a Customer Support Manager (Billing) at Thinkific, you’ll be responsible for the customer support team that handles all billing related inquiries including refunds, billing issues and collections. You’ll be an expert in all billing functions, including historical pricing changes, payment cycles, collections processes, billing systems and policies. Your goals will be three fold: 1) deliver an exceptional customer experience, 2) optimize our billing systems and processes 3) maximize our recaptured revenue through collections.
As a People Leader, you will be responsible for coaching and developing a team of Customer Champions within the Billing Support department by providing one-on-one mentorship and focusing on their individual performance and career development goals.
The Customer Success department at Thinkific is made up of four teams: Customer Support, Customer Success Management, Customer Education and Customer Enablement. In this role you’ll be a part of the Customer Support team and report directly to the Senior Manager of Customer Support.
In this role, you will:
- Manage and grow the customer facing team handling all billing inquiries and work with them to provide an exceptional customer service experience
- Leverage data on billing and billing support metrics and work with our Customer Success team to:
- Improve the customer experience surrounding billing and customer accounts to drive growth
- Identify involuntary churn and cancellation trends and assist with churn reduction efforts
- Manage and optimize our manual and automated dunning processes and collections outreach via ProfitWell-Retain for aging and overdue invoices/accounts
- Track and experiment with ways to increase our recaptured revenue from collections while maintaining a positive customer experience
- Become an expert in billing related Thinkific functions including current and legacy pricing, sales and payment cycles, billing systems, and policies to help resolve all internal team billing related questions
- Partner closely with the sales team to manage the creation or updating of new customer account subscriptions that require manual assistance
- Run regular audits on the billing system to ensure its accuracy
- Manage future projects to improve the Billing Systems, such as Sales Tax implementation; and any revenue related internal tool such as Stripe
- Where required, participate in day to day activities as an individual contributor. This may include speaking directly with our customers to help resolve payment situations
To be successful in this role, you must:
- Have at least 5 years experience in an online customer support role preferably on a Billing team and all its component functions, with at least 3 years of experience leading others
- Have experience with payment processing and related software/tools, with bonus points for fluency in Stripe and ProfitWell
- Be extremely data-driven and able to convert that data into actionable insights
- Love helping people, and you can’t help but to go above and beyond to support a customer
- Believe in servant leadership and practice radical candor
- Be an independent problem solver, and have no trouble figuring out how to solve a complex software problem even if you don’t know the answer to start
- Perform well under pressure and can handle emergency situations on the fly
You might be the person we’re looking for if you:
- Are eager to learn and grow—you’ve likely had some post-secondary education or have equivalent professional experience in a similar role, and you continue to seek opportunities to level up your skills
- Have worked cross-departmentally with Customer Success, Sales, Product, and Marketing teams
- Have strong written and verbal communication skills and can express yourself with clarity to customers, direct reports and to leadership
- Love to rally a group around a goal, motivating and inspiring them around their impact
- Bring new perspectives and like to get creative by finding innovative solutions to tough problems
- Have worked primarily in a B2C facing organization
Bonus points if you:
- Have worked in a SaaS-based, growing startup and/or in fintech
- Have previous experience interviewing and hiring—you may have built up a team in the past
- Have used Slack, Asana, Zendesk, Guru
- Understand the challenges that entrepreneurs face—you may be one yourself and be familiar with the experience of building your own business
- Have worked on a support team larger than 50 people
About us:
We’re about the results of online learning and the people along the way! Thinkific is a software platform that enables entrepreneurs to create, market, sell, and deliver their own online courses.
Our mission is no less than to revolutionize the way people learn and earn online by giving them the tools they need to turn their expertise into a sustainable business that impacts both them and their audience. We believe in meaningful, innovative work: we’re building and expanding an incredible product that empowers course creators around the globe while working collaboratively to learn and succeed together. Together, we’ve served over 50,000 course creators and more than 25 million students, and these numbers are growing each day!
Why we think you’ll like working with us:
- Be part of a team of incredibly talented, passionate, and driven people focused on building and innovating on a best-in-class learning platform
- Make an impact with your work—each person has an equal opportunity to contribute to our goals and every day, we get to see how Thinkific is empowering both course creators and their students
- Join one of the fastest-growing companies in Canada and find opportunities to grow in your own career—offering advancement opportunities for our team members is important to us!
- Contribute to Thinkific’s award-winning culture—we’re one of Canada’s Most Admired Corporate Cultures and a certified Great Place to Work!
- We offer competitive salaries, a comprehensive benefits package including health, dental, vision, and mental health coverage, and an Employee and Family Assistance Program to support the wellbeing of you and your family
- Whether you’re at our Vancouver HQ or working from home, you’ll have the opportunity to build meaningful relationships with Thinkers on your team and across the company through team-wide events, meet and greets with new team members, and regular social events
- Have fun with our team, even while we’re working remotely—join us for an online games session, virtual trivia and paint nights, at-home fitness challenges, or even an online coffee brewing demo!
- Get additional health and wellness support through a lifestyle or health spending account to put your dollars where you need it most, whether that’s subsidizing your gym membership, covering out-of-pocket expenses, or getting new gear
- Enjoy our open vacation policy and flexible work environment, because we know the importance of having a great work-life balance (and sometimes, you do your best work in slippers)
- Learn and Grow is one of our values and we take it seriously, providing opportunities through lunch and learns, training, workshops, mentorship, and our $1500 education allowance
- Grow your career AND your family at Thinkific—you’ll be taken care of with our parental leave top-ups as you add to your family
- Meet the many @dogsofthinkific (and yes, they’re as cute and cuddly as they look)
- Work with the hardware you’re most comfortable with, and upgrade or replace your system when you need to with our technology bonus
- Get set up for success, whether that’s at the office or at home. Whether you need a monitor, laptop stand, keyboard, mouse, or even a desk, we’ll work to ensure you have what you need to do your best work
- Be confident bringing your whole self to work—we’re proud to be an inclusive company with a diverse team and values grounded in ethics and equality
- Here at Thinkific, we know that the different perspectives on our team have led to amazing ideas, more innovation, and, ultimately, our success as a company. Our team welcomes applicants of all backgrounds, experiences, beliefs, identities, and statuses. Whoever you are—we can’t wait to meet you!