Why Work Here

Leverage your ecom customer service background to get in on the ground floor of a High Growth B2B AI company!  Create an amazing customer on-boarding and customer success program from the earliest stages.

Company Overview

Thankful is a cutting-edge AI company that’s transforming the customer experience for the world’s top ecommerce companies such as UNTUCKit, FabFitFun, Fashion Nova, and more. Our customer service AI combines speed, empathy, and expertise to resolve most common customer queries, such as returns, exchanges, order tracking, missing packages, and over 30 more complex actions. The AI is so adept at solving problems end-users believe they’re interacting with a human. Thankful is based in Venice, California, in the heart of Silicon Beach.

Key Responsibilities

• -Own the initial roll out, expansion, and continued use of Thankful’s Artificial Intelligence customer success solution at ecommerce companies around the world.
• -An absolute must is to effectively approach customer ticket resolution from an operational mindset; considering and balancing customer service, issue resolution, business benefit, system interactions, and applicable processes.
• -Partner with sales and technology leaders within Thankful and at the customer to address and resolve operational, technical, and product use issues.
• -Become a master of the Thankful product and its application within the customer’s existing helpdesk strategy, building off of best practices already developed, and constantly striving to improve the Thankful implementation for each customer.
• -Proactively improve Thankful in partnership with your customers - this is not a “wait for a problem to call you” position.  
• -Creative invention, intelligent experimentation, and measurement and review of results will be daily items for you.
• -Consistently review the work of the AI solution for customers, and iterate the deployment to make improvements

Experience and Behavior Requirements

• -3+ years ecom customer service focused on operations and total process.   We need someone who understands key measurements, best practices, and is passionate about customer experience
• -A desire to create and invent something from the early stages, and enter in to a whole new customer engagement paradigm
• -Ability to put your head down and grind on Thankful work reviewAbility to provide analysis on customer ticket trends
• -Ability to compile, review, and draw meaningful conclusions from large sets of data
• -Ability to challenge existing ways of thinking while communicating effectively and in partnership rather than arguing.
• -Amazing written and verbal communication skills.  
• -SaaS experience a plus, but not required.
• -Strong grasp of technology - you don’t have to be a coder, but generally need to be digital native or digital comfortable.
• -Expert (admin level) in at least one help desk ticketing system (Zendesk, Kustomer, HelpScout, Desk.com, or similar.) 

What Thankful Offers

• -As a member of a true startup you will learn by doing, and the opportunities are limitless for those who want to grow their career
• -Get in on the ground floor with a technology leader in the space that is expected to change everything
• -Equity/Stock options in a rapidly growing company
• -Full Medical, Dental, and Vision coverage
• -401K
• -Company provided Mac
• -Ability to mold your career and make an immediate impact
• -Work in a fast-paced, collaborative environment where your opinion and work counts
• -Office in Amplify, a key startup launching ground in Los Angeles in the heart of Silicon Beach