Marketing Support Coordinator- Thrive Plus Membership Support

About the Role

Key Responsibilities

• Use problem-solving skills to research and resolve client and hospital issues.
• Utilize tools like Zendesk, Pet Portal, and practice software to understand concerns.
• Report bugs, data issues, or technical problems to the appropriate team and help find effective workarounds.
• Communicate with empathy and professionalism via phone, email, and chat.
• Listen to and understand client or hospital needs, even when frustrated.
• Support clients in maximizing their Thrive Plus membership and help prevent cancellations.
• Manage a high volume of incoming emails and requests from clients and hospitals.
• Respond to questions and concerns about memberships, the mobile app, and client account portal using pre-written responses.
• Follow up on and resolve BBB complaints thoughtfully and promptly.
• Share client and hospital feedback with other teams to improve tools and services.

Requirements

• Excellent communication skills—ability to write and speak clearly, kindly, and professionally.
• A service mindset—enjoy helping others and remain calm, focused, and kind under pressure.
• Tech-savvy—comfortable using tools like Zendesk, Microsoft Teams, and mobile apps, with the ability to learn new platforms quickly.
• Problem-solving ability—think critically and know when to escalate or collaborate.
• Organized and adaptable—manage multiple tasks and shift priorities as needed.
• Team player—work well with others, provide helpful feedback, and seek continuous improvement.
• High school diploma or equivalent; additional training or coursework in customer service is a plus.

Nice to Have

• Additional training or coursework in customer service.

Qualifications

• High school diploma or equivalent.