Customer Support Specialist

About the role

If you love the fitness industry and are inspired to help studios and their members achieve their fitness and financial goals, we want you to join our team. As a top-notch Customer Success Specialist on our Customer Success team, you are responsible for providing first level support to our national customer base by phone, live chat and support tickets in Zendesk.

Schedule & Hours

Our support team operates in scheduled eight-hour shifts between 6:00 AM and 9:00 PM CT Monday through Friday, and between 8:00 AM and 5:00 PM on weekends.

What you'll do

• Provide outstanding customer support for a suite of software products through all support channels (tickets, chat, phone/Zoom) and ongoing management of tickets.
• Identify and resolve customer issues, using various troubleshooting methods and resources.
• Communicate effectively with customers, both verbally and in writing, to address their concerns and provide solutions.
• Maintain accurate records of customer interactions, issues, and resolutions.
• Take ownership of customer issues and provide resolution or know when and how to escalate issues to appropriate teams.
• Create documentation and knowledge base articles to improve service delivery.
• Act as liaison between clients and management to enhance overall customer experience.
• Maintain live chat, response time, and customer satisfaction performance targets.

Qualifications

• College degree preferred and/or up to a year of equivalent relevant experience.
• Fitness studio experience with ClubReady is a plus.
• Sound judgment and excellent problem-solving skills with the ability to work with customers that are both technical and non-technical.
• Prior customer service experience in a SaaS (software-as-a-service) environment preferred but not required.
• Must be personable and enjoy working in a customer-facing role, possessing the ability to build relationships with customers.
• Superb written and verbal communication skills and an ability to empathize with customers.
• Strong interpersonal skills to communicate effectively with any customer regardless of title and to work collaboratively with different teams.
• Able to work well under pressure.
• Detail oriented.
• Flexibility to work irregular hours, when required.
• Excellent multitasking and problem-solving skills.
• Team player driven by success, and a willingness to demonstrate leadership.