Sr. Customer Success Specialist (Tier 2)

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 next level support to our national customer base by phone, live chat and support tickets in Zendesk.

To be successful in this role you will be an enthusiastic problem solver. You will demonstrate empathy in writing and in tone of voice, a focus on customer success, and a willingness to get involved to help drive results and deliver positive customer outcomes. You will be a brand ambassador willing to go the extra mile to ensure complete customer satisfaction and represent ClubReady with integrity.

RESPONSIBILITIES & DUTIES:

• Provide Tier 2 support primarily through tickets and phone support; provide overflow chat support during high volume periods.

• Act as a mentor within the Customer Success team to help improve customer satisfaction.

• Sound troubleshooting methodology and understanding of the ClubReady product.

• Ability to understand and discuss technical issues with other departments, translating information into easy-to-understand communication with the customer.

• Understand support SLAs and support center best practices.

• Provide support for hardware (computers, scanners, and point-of-sale equipment).

• Build positive working relationships with customers by effectively communicating ticket status and resolution to customers.

• Create documentation and knowledge base articles to improve service delivery.

• Take ownership of customer issues and provide resolution or escalate when necessary.

• Act as liaison between clients and management to enhance overall customer experience.

• Stay informed with any software updates/code pushes made for specific customers.

• Meet live chat, response time, and customer satisfaction performance targets.

• Proactively communicate new ideas for improvement.

YOUR QUALIFICATIONS:

• College degree preferred.

• 2+ years of relevant experience.

• Able to demonstrate a sense of ownership.

• Focused on results and team objectives.

• Prior experience with ClubReady.

• Hands-on experience in a technical support capacity supporting web browsers, Microsoft Windows, networks, computers, scanners, and point-of-sale equipment.

• Hands-on experience managing customer issues through a ticketing system.

• 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.

• Ability 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.

Clubessential Holdings is an equal opportunity employer dedicated to building a diverse and inclusive workplace. Our company thrives upon the mutual respect and understanding between its employees, and as such, all qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), gender, gender identity, sexual orientation, veteran status, physical or mental disability, genetic information, ethnicity, citizenship, or any other characteristic protected by law.