Partner Experience Specialist

7 months ago


Vancouver, Canada Fresha Full time

**About **Fresha**

Fresha is the only subscription-free appointment booking software for beauty and wellness businesses.

Available in** 120+ countries worldwide**, used by **100,000+ businesses **and** 450,000+ professionals worldwide**. Over **800 million appointments **have been booked through Fresha to date.Salon, barbershop and beauty professionals can use the platform to manage their entire operations with intuitive software and financial technology solutions. Fresha has zero monthly fees with optional paid features, including card payment processing.

The Fresha ecosystem gives beauty and wellness professionals everything they need to run their businesses seamlessly by facilitating appointment bookings, point-of-sale, customer records management, marketing automation, loyalty, product inventory, and team management, all in one place.

Fresha also allows consumers to discover, book and pay for beauty and wellness appointments with local businesses via its marketplace.

Fresha is headquartered in London, United Kingdom, with global offices in New York City, Vancouver, Sydney, Dubai, Dublin, Amsterdam, and Warsaw. The company raised $185M in venture capital funding to date from leading institutional investors

**Role Overview**

Given our exciting and progressive growth plans, we are looking for an exceptional Partner Experience Specialist to come and join our global business.

Reporting directly into the Team Lead Account Management, and working collaboratively with Account Management, Sales and Customer Experience teams, you will be accountable for improving the experience of our Partners using Fresha’s software and payments.

This is a great opportunity for someone looking to work in a fast-paced and changing environment, who likes to work autonomously, enjoys a challenge and wants to make an impact.

**What you will be doing**:

- ** Collaboration** - Work closely with other departments to ensure a seamless partner experience
- ** Ownership** - Being the go to person for assigned account technical and terminal support issues
- ** Expert** - Become an expert in our product and take the initiative to keep partners informed about new features and functionalities. Your goal is to ensure their success and satisfaction with Fresha.
- ** Consultative**:

- Offer consultative solutions to partners regarding our payments capabilities, guiding them towards effective resolutions. Your critical thinking skills will be crucial in handling specific issues with confidence.
- ** Value** - We value exceptional customer experiences. Going the extra mile to provide outstanding support and ensuring partners' needs are met will be one of your top priorities.
- ** Advocate**:

- Advocate for our partners by actively collecting their feedback and communicating it to our product team. Your insights will help enhance their overall experience and increase brand awareness.
- This list is not exhaustive and there may be other activities you are required to deliver._

To foster a collaborative environment that thrives on face-to-face interactions and teamwork all Fresha employees work from the office four days per week, with the flexibility to work remotely one day each week.

**What we are looking for**:

- ** Experience** - Minimum 1-2 years of solid Customer Success experience, preferably within the SaaS industry or Payments
- ** Motivated** - Commercially motivated to drive growth and success with Partners and to find a solution
- ** Adaptable** - Adaptable to a fast changing environment and able to learn quickly new technologies
- ** Self Starter -** Able to take initiative and and go above and beyond to deliver exceptional results
- ** Communicator -** Clear & friendly communicator and able to keep multiple stakeholders involved through the process while communicating through different channels and a CRM

**Added bonus**:

- Bi-lingual - Fluency in English and another language, ie Spanish, Thai, Mandarin, French
- Experience with technical support
- Experience with over the phone technical support

At Fresha, we value passion and potential as much as specific skills. If you're enthusiastic and eager to learn, we encourage you to apply, even if you don't meet every listed requirement. We believe in fostering growth and providing the support needed for you to excel in your role.

**Interview process**:

- ** Screen Call** - Video-call with a member from the Talent Team (30m)
- ** Skills & Experience** - Video/In-person interview with Team Lead Account Management (45m)
- ** Presentation** - In-person interview with VP of Commercial and Team Lead Account Management (75m)
- We aim to finalise the entire interview process and deliver feedback within 3_**_ weeks._**

**Inclusive workforce
At Fresha, we are creating a culture where individuals of all backgrounds feel comfortable.

We want all Fresha people to feel included and truly empowered to contribute fully to our vision and goals. Everyone who applies will receive fair



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