Thrive Support Advocate

About the role

The Thrive Support Advocate (TSA) is a dedicated, non‑technical operational resource who serves as the primary escalation point for large enterprise accounts, helping customers maximize the value of their support services and maintain visibility into their support experience.

Key responsibilities

• Serve as the primary contact for non‑technical support inquiries, operational issues, and service escalations.
• Prepare and deliver regular account reports covering ticket health, flex credit consumption, and best‑practice recommendations.
• Collaborate with account teams to guide optimal Flex Credit usage and cross‑service adoption.
• Partner with Support, Engineering, and account teams to provide a unified support experience.
• Assist customer teams in adopting operational best practices to streamline support interactions.

Required profile

• Non‑technical customer success or account management professional; technical background a plus.
• Core competencies: account management, clear communication, analytical reporting, organizational skills, conflict resolution, strong interpersonal skills.
• Experience managing complex enterprise accounts in B2B SaaS.
• Willingness to work rotational weekend and on‑call shifts.
• Fluent in English and Spanish; Portuguese a plus.

What we offer

• Retirement plans, medical, dental and vision coverage.
• Paid time off, parental leave, flexible work hours.
• Family‑friendly benefits and support for community involvement.
• Commitment to diversity, inclusion and a discrimination‑free workplace.