API Support Specialist

Remote: South America Who Are We?

Thanx is a leading loyalty and guest engagement platform for restaurants. Thanx helps regional and national restaurant brands grow customer lifetime value with easy-to-use lifecycle marketing automations and innovative customer loyalty tools focused on access, status, and personalization over rote discounts. Thanx’s proprietary credit card tokenization technology dramatically increases the volume and accuracy of purchase data which sits at the core of our CRM suite of tools and our app and web-based ordering experiences deliver industry-leading conversion and repeat purchasing. We were named to Nation’s Restaurant News “2020 Power List” as one of the 50 most influential innovators in food-service.

Thanx has gained the investment of prominent venture and growth equity luminaries, having raised more than $30M from elite investors such as M33 Growth, Ribbit Capital, and Sequoia Capital. Core to our success is a culture that has attracted some of the best talent from across the country; we are proud of incredibly strong employee tenure, track record of internal promotions, and impressive alumni network. We credit our cultural “core behaviors” with these accomplishments: Find A Way, Focus on What Matters, Say “Thanx” Genuinely, Welcome Diverse Perspectives, and Empathy Over Ego.

Position Overview: The API Support Specialist will manage public API support tickets, assist customers in leveraging the API effectively, and ensure all related documentation is accurate and comprehensive. This role includes direct customer interactions, certifying new integrations, and collaborating with development teams to maintain API standards and functionality. The ideal candidate will demonstrate strong analytical and communication skills and a proactive approach to process optimization and documentation.

Key Responsibilities

• Customer Support:
  • Respond to customer inquiries, providing guidance on effective API utilization.
  • Assist new customers in the certification process for custom-built applications and web interfaces leveraging our API.
• Documentation Management:
  • Ensure all customer-facing documentation is accurate, up-to-date, and easy to understand.
  • Collaborate with developers to create and refine API documentation.
  • Identify gaps in existing documentation and proactively address them.
• API Management:
  • Oversee the implementation and integration of the API, ensuring it meets customer needs and industry standards.
  • Work closely with development teams to resolve issues and ensure API robustness.
• Data-Driven Process Improvement:
  • Analyze ticket trends to identify opportunities for efficiency improvements.
  • Contribute to scalable process automation to reduce manual tasks and improve response times.

Preferred Qualifications

• Familiarity with RESTful API design principles.
• Strong written and verbal communication skills in English.
• Experience in a technical customer support role.
• Knowledge of web development technologies and protocols.
• Familiarity with tools like Zendesk analytics or Looker Studio.
• Experience with Git is a plus.
• Demonstrated ability to document technical processes and solutions effectively.

Ready to change your life? Apply now!

We are proud to be an Equal Employment Opportunity company. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Thanx will consider qualified applicants with arrest or conviction records for employment in a manner consistent with local requirements.