Full-Time Customer Success Representative

Be Part of Our Journey

We're looking for a rockstar Customer Success Representative who is passionate about delivering outstanding customer experiences. Join us if you are enthusiastic about helping users achieve their fitness goals and want to make a meaningful impact in their journey. As a Customer Success Representative, you will play a crucial role in ensuring our users have a seamless experience with our app and when they reach out to us directly. Your efforts will help us improve our product and keep our business growing!

You will

• Respond to Customer Inquiries: Efficiently handle customer inquiries via phone, email, and/or messaging, providing prompt, accurate, and thorough responses. Work to resolve any customer concerns and ensure satisfaction with the aim of retaining customers and reducing churn rates.
• Troubleshoot Problems: Identify, research, and resolve customer issues using available resources and tools. Escalate unresolved issues to the appropriate internal teams as necessary.
• Product Knowledge: Maintain a deep understanding of the company'™s products, services, and troubleshooting processes to provide effective support and guidance to customers.
• Record Keeping: Document all customer interactions, transactions, comments, and complaints in the CRM (Customer Relationship Management) system for future reference and to track the resolution process.
• Feedback Collection: Collect and report customer feedback and perception of product/service to the team to improve the overall customer experience. Identify recurring themes such as bugs or feature requests, and communicate these patterns directly to the team.
• Policy Adherence: Ensure compliance with company policies and procedures during customer interactions to maintain the standards of service.
• Training and Development: Participate in training sessions to update knowledge of product features and enhancements, as well as improving overall customer service skills.
• Performance Metrics: Meet personal/team qualitative and quantitative targets as set by customer support management.

Minimum Qualifications

• Educational Background: Associate degree or higher.
• Experience: Minimum of 3 years in customer support, preferably in tech and health/fitness industries.
• Passion for Wellness: A genuine interest and passion for health, wellness, and fitness.
• Customer Service Orientation: Demonstrated ability to go above and beyond for customers, ensuring every interaction is a positive experience.
• Communication Skills: Excellent communication skills, both written and verbal, with the ability to clearly convey information and handle sensitive issues diplomatically.
• Attention to Detail: Strong attention to detail with a deep understanding of product or service functionality to effectively address customer queries.
• Technical Proficiency: Good understanding of technical terminology relevant to the product or service offered.
• Problem-Solving Skills: Ability to quickly identify problems, propose solutions, and escalate issues appropriately.
• Team Collaboration: Experience working collaboratively in a team environment to share information and solve customer issues.
• Computer Literacy: Proficiency with CRM software, Jira, and office software.