About Thryft

Thryft is revolutionizing e-commerce with our AI engine that transforms photos into perfect product listings, saving retailers 95% of time while generating listings that convert. We operate both a cutting-edge SaaS platform for enterprises and our own marketplaces (Thryft.asia, Bookshop.sg, Blackholerecords.sg), plus our physical Thryft Hub retail experience. Backed by strong traction and proven product-market fit, we're seeking someone to create exceptional customer experiences across our marketplaces.

About The Role

We're looking for a Customer Success Specialist who's passionate about creating exceptional customer experiences across our entire ecosystem. You'll own the customer journey from discovery to advocacy, ensuring seamless experiences whether customers shop on our marketplaces, visit Thryft Hub, or interact with our communications. This role is perfect for someone who combines empathy with analytics, turning customer insights into actionable improvements that drive satisfaction, retention, and growth.

Key Responsibilities

Customer Experience Excellence (80%)

• Multi-Platform Support: Manage customer inquiries and issues across Thryft.asia, Bookshop.sg, and Blackholerecords.sg, ensuring consistent service quality
• In-Store Experience: Oversee and optimize the customer experience at Thryft Hub, training part-time staff and implementing service standards
• Email Marketing & Communications: Design and execute customer communication flows in Klaviyo, including onboarding sequences, order updates, and post purchase engagements
• Issue Resolution: Handle escalated customer concerns with empathy and efficiency, turning problems into opportunities for delight
• Proactive Engagement: Identify at-risk customers and implement retention strategies before issues arise
• Content Creation: Develop FAQs, help documentation, and self-service resources to empower customers
• Cross-Channel Consistency: Ensure brand voice and service standards are maintained across all customer touchpoints
• Community Management: Monitor and respond to reviews, social media mentions, and marketplace feedback
  

Data-Driven Optimization (20%)

• Feedback Systems: Design and implement customer feedback loops including NPS surveys, post-purchase surveys, and in-store feedback mechanisms
• Journey Mapping: Analyze customer behavior data to identify friction points and optimization opportunities across platforms
• Metrics & Reporting: Track and report on key CS metrics including response times, resolution rates, customer satisfaction scores
• Process Improvement: Use data insights to streamline support processes and reduce common pain points
• A/B Testing: Test different communication strategies and support approaches to improve outcomes
• Cross-Functional Collaboration: Work with tech, marketing, and operations teams to implement customer-driven improvements

Qualifications & Experience:

• Prior experience in customer success, support, or experience roles, preferably in e-commerce or retail
• Proven ability to manage customer relationships across multiple channels (online and offline)
• Experience with customer communication platforms (Klaviyo or similar is a plus)
• Strong analytical mindset with ability to derive insights from customer data and feedback
• Excellent written and verbal communication skills with natural empathy
• Comfortable with support ticketing management and tracking
• Experience designing and implementing customer feedback programs
• Ability to handle multiple priorities while maintaining attention to detail
• Understanding of e-commerce customer journey and marketplace dynamics

What's in it for you?

We believe in creating a growth culture in our team - we encourage you to apply even if you are still developing some of these skills!

We're a small and growing start-up and you would ideally enjoy working in fast-paced environments and the opportunity to shape the customer experience across our entire ecosystem. You'll have the autonomy to build processes from the ground up and directly impact how thousands of customers experience our brands every month.