Onboarding and Support Specialist - PST (including weekends)

Remote
Full Time
Customer Support
Mid Level

SCHEDULE: Saturday - Wednesday 9am to 5:30pm PST with the schedule to work Monday - Friday during training.

SALARY: The salary for this role is $45,000.00 per year. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc.

ABOUT US!

TeamUp, a DaySmart company, (goteamup.com) is an all-in-one business management software solution for independent fitness gyms, studios and boxes. Our customers include businesses like CrossFit gyms, yoga and pilates studios, martial arts centres, personal trainers and more. We are passionate about helping our clients have the best experience possible.

Since 2012, TeamUp has helped thousands of businesses take control of payments, scheduling, and member management.

THE JOB

We are actively looking for an Onboarding and Support Specialist to join our growing team. 

You’ll be pivotal in helping us launch our weekend support for the very first time, covering a full-time schedule of Saturday-Wednesday. There will be lots of opportunity for shaping processes and career development given the weekend team is brand new.

You will need to be able to communicate all the intricacies of TeamUp software capabilities in a clear, concise, and friendly way. You should be comfortable handling a high volume of calls and messages from existing customers on a variety of enquiries. 

As one of our first weekend team members, we’re looking for a highly trustworthy individual who is happy to work unsupervised. 

The ideal candidate has an insatiable curiosity for solving problems and is reliable and organized.

You’ll help establish TeamUp as a go-to provider in North America by delivering an A* customer experience. 

Ultimately, you will help maintain our reputation as a company that offers excellent and friendly customer support.

RESPONSIBILITIES

  • Respond to customer queries in a timely and accurate way via phone, email, video, or chat
  • Support your team members with maximum productivity and customer satisfaction in mind
  • Identify customer needs and help match their requirements to our software
  • Inform customers about new features and functionalities
  • Follow up with customers to ensure their technical issues are resolved
  • Act as the voice of the customer, with regular internal updates about feature requests and technical roadblocks
  • Contribute towards writing help guides
  • Help to maintain a high standard of customer satisfaction

YOU MUST HAVE

  • 3+ years in similar roles 
  • The schedule to work Saturday - Wednesday 9am to 5:30pm PST hours with the schedule to work Monday - Friday during training.
  • Computer literacy and experience working in the software industry
  • Strong aptitude for technical software products
  • Ability to listen to and engage potential customers by phone, e-mail, chat, video, to quickly understand their requirements
  • Native-level English proficiency with excellent written and spoken communication skills
  • Multi-tasking abilities
  • Impeccable customer services skills and determination for every customer to have a great experience with TeamUp, paired with a desire to take responsibility for the customers you are helping
  • Experience and patience in handling negative feedback, unhappy customers, cancellation requests, and triaging escalations 
  • Ability to help support team members. Is happy to give direct and constructive feedback
  • Comfortable sharing new ideas and processes in order to deliver above and beyond customer support 
  • Ability to work on a team across multiple time-zones and cultures
  • Experience working in a remote environment

BONUS POINTS FOR

  • Experience working with fitness businesses

WHY WORK FOR US?

We may not all be in the same location, but you wouldn’t know it. We are an established provider in Europe and a growing provider in North America and our team deeply cares about the success of our customers and each other! We have great communication platforms in place to ensure you have the resources to succeed in your role at TeamUp.

Your work will make a huge impact and your voice WILL be heard!

WE OFFER

  • A great team atmosphere to help you achieve your best work
  • Full support and training from our team to help you succeed 

DaySmart is committed to creating a diverse employee environment and is a proud equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, age, or veteran status.

 

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