Aaron Nielsen

CEO

Ron Smouter

VP of Sales and Marketing

Initially, we went by the name "Vision49." The word "Vision" was chosen to reflect the innovative spirit we would harness to shape our future, a sentiment that still holds true today. The "49" was a subtle nod to our Canadian roots—north of the forty-ninth parallel—without making it overt, especially to our potential U.S. clientele.

Lean Beginnings

Adhering to the lean startup model, we began our journey trying to find that elusive product-market fit. Early on, we collaborated with a research group at Toronto Metropolitan University to develop a groundbreaking solution: a tool that could analyze public social media streams and predict significant life events. This technology had immense potential for sectors like telecoms and banks, enabling them to tailor customer experiences, upsell, and reduce churn.

As the social media solution took off in 2013, the company underwent a significant rebranding and became ThinkCX. The new name encapsulated our mission more succinctly: focusing on Customer Experience (CX). We gained early momentum with dozens of small businesses using our social media solution. We also attracted early stage investors from Canada and the US, who provided us with more than $2 million in investor funding.

While the social media product had promise, it faced significant challenges. The landscape was changing, and data access was becoming increasingly restricted. We had to make the difficult but necessary decision to pivot. With valuable insights into telecom pain points and a budding relationship with Rogers (Canada’s largest telecom), we shifted our focus to ISP market share solutions.

It wasn't an easy road. The founders went through long periods without salaries, and our early employees, including Patrick, Derek, Jesse, and Yingxiu, showed extraordinary commitment. Their relentless effort made it possible to not only survive but thrive.

Achieving Milestones

While the social media product had promise, it faced significant challenges. The landscape was changing, and data access was becoming increasingly restricted. We had to make the difficult but necessary decision to pivot. With valuable insights into telecom pain points and a budding relationship with Rogers (Canada’s largest telecom), we shifted our focus to ISP market share solutions.

Today, ThinkCX stands on a strong foundation, poised to enter new markets, including the U.S. and select European countries. We're also set to expand our product offerings in groundbreaking new directions. And we're excited that you are here to be a part of this exciting phase of our journey.

ThinkCX uses innovative data-driven analytic methods to simplify telecom market intelligence and deliver insights for pivotal business decisions.

ThinkCX aspires to be the benchmark in telecom analytics, viewed as essential and irreplaceable in every client's decision-making process.

ThinkCX has a remote work culture that allows employees to work from anywhere in the world. However, we still believe in building personal connections with our colleagues. As such, we encourage our employees to keep in touch through various communication channels like Teams, video calls, and email. We also hold regular virtual team-building events that allow employees to interact and bond with each other.

Flexible but Punctual

ThinkCX values flexibility in the workplace. We understand that our employees have other commitments and responsibilities outside of work. As such, we provide flexible working hours that allow our employees to balance their work and personal lives. However, we expect our employees to be punctual and meet their deadlines. If an employee needs time off, they are expected to inform their team lead in advance.

Relaxed but Productive

ThinkCX is committed to creating a relaxed work environment that allows employees to work efficiently without unnecessary stress. We believe in a work-life balance that enables our employees to work productively while still having time for their personal lives. We encourage employees to take breaks and work at their own pace as long as they meet their deadlines.

Fun but Respectful

ThinkCX believes in having fun while working. We encourage our employees to create a positive and fun work environment. However, we also expect our employees to be respectful towards each other. We have zero tolerance for discrimination, harassment, or any other behavior that goes against our company's core values.

Time Zone Accommodations

Our team spans the UK, Ontario, Alberta, and British Columbia. We aim to schedule meetings and deadlines to suit multiple time zones. While it's tough to find a perfect time for everyone, we're flexible and try to accommodate off-hour participation to keep the whole team engaged.

Orienting Around BC Time Zone

Our team is spread across multiple time zones but aims to align with Pacific Standard Time (PST) for consistency. While we prioritize PST-based scheduling, we understand some employees have other commitments that make traditional hours difficult. We encourage open communication about availability to find a workable schedule for everyone.

Work-Life Balance

We place great importance on our employees' personal time and work-life balance, and we do not anticipate or desire that you work during evenings or weekends. However, we understand that exceptional circumstances may arise, necessitating urgent attention to a critical project or client request. In these rare instances, your willingness to be flexible and assist is deeply appreciated and reflects the collaborative spirit of our team.

Stay Logged in for The Whole Day

We trust our employees to manage their work-from-home arrangements responsibly. To support seamless communication and collaboration, please stay logged in during your work hours, ensuring a continuous internet connection for uninterrupted teamwork. Additionally, it's important to be present at your designated workstation, fully equipped and ready to engage, so that you can respond effectively to work demands and collaborate efficiently with the team.

Book Meetings in Teams Calendar

We use Microsoft Teams as our primary communication and collaboration tool. To ensure that we have a productive workday, please book all meetings in Teams Calendar. This will ensure that everyone in the meeting is on the same page, and we can easily track meeting schedules. When scheduling a meeting, please provide all necessary information, including the agenda, attendees, and duration of the meeting.

Use Teams Chat for Non-Urgent Issues

For maintaining productivity, it's best to utilize the messaging function in Teams for non-urgent matters that can be resolved quickly. This approach helps to communicate effectively without disrupting the workflow of your colleagues. Remember, messaging should be reserved for issues that do not demand immediate action or an urgent response.

Use Video for Urgent or More Complex Matters

It's courteous to check in with the recipient before initiating a video chat by asking, "CYC?" or "Can you chat?" before inviting them for a call.

Casual Dress Code

We want to make sure that everyone feels comfortable and confident at work. Therefore, we have a casual dress code. This means that you are free to dress comfortably, as long as it is appropriate for the workplace. We encourage you to wear clothes that make you feel good and help you focus on your work. However, please keep in mind that some occasions may require a more formal dress code.

Paid Time Off

• Stat holidays
  
• Vacation days
  
• Office days
  
• Birthday
  
• Sick Days
  

Booking Time Off

• We use Rippling to manage Paid Time Off (PTO) requests.
  
• To request time off, simply log in to your Rippling account and navigate to the PTO section. From there, you can select the dates and type of leave you'd like to take.
  
• Once submitted, your request will be reviewed by your manager for approval.
  
• Employees must submit one week of notice for each day of requested vacation
  

HSA

Each employee is granted an annual fund through the Health Spending Account (HSA). The current allocation is $1,620 for single employees and $2,340 for those with families. These funds are fully financed by ThinkCX and offer tax-free claims. A third-party administrator manages and processes all claims. At year-end, unused company funds are rolled over.

WSA

To support overall well-being, a Wellness Spending Account (WSA) with a $500 annual allowance is available for each employee. ThinkCX fully backs this fund, and a third-party administrator oversees its management. Canadian tax authorities define the eligible expenses. Please note that the allowance must be used by December 31st each year and will not carry over to the following year.

Monthly Learning Afternoons

The first Monday afternoon of each month is reserved for learning and development activities, offering a regular cadence for skill-building.

Time Allocation

Employees can utilize between 2 to 10 hours of company time each month specifically for their learning endeavors, making room for both short courses and deep dives.

Flexible Learning Formats

We support various types of learning experiences, whether virtual or in-person, to accommodate different learning preferences and needs.

Learning Investment Allowance

ThinkCX reimburses up to $1,500 annually for courses and an additional $250 for learning materials.

Paid Time Off Policy

Learning and Development Policy

Short-Term Temporary Assignments Policy

IT Security Policies

Incident Response Plan

Disaster Recovery Plan

Non-Company Travel Policy