Customer Support Specialist
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Job Description
Customer Support Specialist supporting fitness businesses using ClubReady’s club management software. Resolving customer issues across phone, chat, Zoom, and Zendesk.
Responsibilities:
- Provide first-level customer support for ClubReady software products through tickets, live chat, phone, and Zoom
- Manage support tickets in Zendesk
- Identify and resolve customer issues using troubleshooting methods and resources
- Communicate customer concerns, solutions, ticket status, and resolutions verbally and in writing
- Maintain accurate records of customer interactions, issues, and resolutions
- Own customer issues, resolve them, or escalate them to appropriate teams
- Create documentation and knowledge base articles
- Liaise between clients and management to improve the customer experience
- Meet live chat, response time, and customer satisfaction targets
Requirements:
- College degree preferred and/or up to a year of equivalent relevant experience
- Fitness studio experience with ClubReady is a plus
- Prior customer service experience in a SaaS environment preferred but not required
- Sound judgment and excellent problem-solving skills
- Ability to work with technical and non-technical customers
- Personable and comfortable in a customer-facing role
- Ability to build relationships with customers
- Superb written and verbal communication skills
- Ability to empathize with customers
- Strong interpersonal and collaboration skills
- 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 willingness to demonstrate leadership
- Must be located in one of the specified states: Arizona, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Iowa, Kansas, Kentucky, Massachusetts, Minnesota, Missouri, Nevada, New Hampshire, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, or Wisconsin
- Availability for any weekday shift between 6:00 AM and 9:00 PM CT
Benefits:
- Full-time schedule
- Consistent schedule once training is completed
- Equal opportunity employment
- Diverse and inclusive workplace
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