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.

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.

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.

This opening is for a Monday–Friday shift. While shifts are assigned based on agent seniority, candidates can expect to work a consistent, full-time schedule once training is completed. Applicants must be available for any shift within our weekday operating hours.

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.
• Ensure a positive customer experience by providing timely and accurate support and addressing their needs and effectively communicating ticket status and resolution.
• 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.
• Meet 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.
• 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.

*Candidates must be located within the specified states to be considered for this position: 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 and Wisconsin.*

Xplor 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.

Xplor maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflects the Company's differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.