Customer Support Representative - TrainHeroic

General Summary

We are seeking a Customer Support Representative to deliver an exceptional customer service experience by resolving customer inquiries and ensuring customer satisfaction and retention. The ideal candidate will contribute to the knowledge base, influence the customer experience, and assist in the adoption of our ecosystem of products and features.

Core Functions

• Receive inbound emails and chats from customers to answer questions and resolve technical issues for our products.
• Support processing refunds and answering accounting-related questions using internal platforms.
• Contribute to the knowledge base by creating and maintaining articles.
• Engage the customer to suggest the use of additional products when applicable.
• Collaborate cross-functionally within the team and across departments to achieve customer satisfaction goals.
• Influence the customer experience by providing feedback on the voice of the customer.
• Partner with Marketing, Sales, Product, UX, and Engineering to provide exceptional service for customers.
• Submit and manage product issues and bugs to Product and/or Engineering as appropriate.
• Contribute to our customer-first approach by being open to assisting clients outside of regular business hours.
• Aid in editing and updating technical and FAQ documentation.

Requirements

• Passion for endurance sports, health & fitness.
• Experience using TrainingPeaks as an athlete and/or a coach.
• Ability to troubleshoot and resolve technical software issues via telephone, email, chats, webinars, etc.
• Demonstrated effectiveness in verbal and written technical communication.
• Superior customer service and problem-solving skills.
• Maintaining a calm demeanor during escalated situations.
• Ability to flex with changes in inbound contact volume, both seasonally and day-to-day, while also balancing additional duties and tasks.
• Strong ability to multitask under minimal supervision.
• Technical proficiency with PC and Mac platforms.
• Strong organizational and time management skills.

Desired Qualifications

• Experience as an endurance athlete.
• Experience using downloadable training devices (e.g., heart rate monitors, GPS devices, power meters).
• A working understanding of the data.
• Experience using Best Bike Split and/or WKO.
• Customer-facing service experience, either in-person, via telephone, or via email/online communication.
• Experience with ZenDesk.

Benefits

• Health: Comprehensive health benefits including medical, dental, and vision insurance; health savings and flexible spending accounts, paid parental leave; and an employee assistance program.
• Disability and Life: Short Term Disability, Long Term Disability, Basic Life Insurance, and AD&D. Employee-paid Supplemental Life Insurance for Employee, Spouse, and/or Child are also available.
• Additional: 401(K) with a company match. 12 paid holidays annually and discretionary Flexible Time Off. Free access to our products, corporate discounts, and professional development resources. Access to the Performance and Recovery Center (PARC), our on-site fitness facility, and employee-only access to on-site locker rooms and showers. Employee-only access to secure, indoor bike storage and access to e-bikes. Access to our onsite Music and Podcast Studio.