Thryv Service Specialist (Google Business Profile Support)

About the role

Thryv, a work-from-anywhere company that provides software and automation tools for small businesses, is looking for a Service Specialist to educate and support its clients on Google Business Profiles. The role focuses on client satisfaction, engagement and retention, and supports clients at all spend levels. Interviews are held in English and require bi-lingual communication (English and Spanish); a CV must be sent in English.

Key responsibilities

• Own support requests for Google Business Profile (GBP) and Managed GBP products, setting clear customer expectations
• Educate, demonstrate and recommend options that resolve client issues using Google best practices, and set resolution timelines based on issue severity and Google response trends
• Build rapport and trust with clients and internal partners
• Preview GBP profiles before outbound calls, then run calls until goals are met, updating profiles and providing information to Google as needed
• Walk clients through the knowledge base, videos and email, and troubleshoot and replicate issues during inbound calls
• Anticipate client needs and offer solutions to avoid second calls

Required profile

• Associate's degree (or international equivalent) or equivalent experience; up to 2 years of related experience required, 2+ years preferred
• Foundational knowledge of search, website, display and social management, and ability to learn industry tools
• Customer service orientation and strong written and spoken English
• Ability to travel less than 5% of the time and to complete pre-employment screening and required training

Required skills

• Tools such as Salesforce, telephony systems, MS Office, Vision, Sync and Thryv Marketing
• Time management, organization and independent work in a remote-first environment

What we offer

• Private medical insurance and life insurance
• Remote work
• Electricity and internet subsidy
• Flexible extra time off and paid time off during winter
• Benefits around health and wellness and continued education