Customer Support Rep

2 weeks ago

Vancouver, Canada ABC Financial Services, Inc. Full time

It's fun to work in a company where people truly BELIEVE in what they're doing
- We're committed to bringing passion and customer focus to the business._

**Job Description**:
About Trainerize powered by ABC

Trainerize customers are fitness businesses and professionals, and our goal is to make them more accessible to more people in the world. Trainerize powered by ABC is an integral part of ABC Fitness Solutions’ club management solution, enabling fitness businesses to train, coach, encourage and hold clients and members accountable to achieve their goals.

ABC Fitness Solutions: Our core is your strength

SUMMARY

**Responsibilities**:

- Trial Support: All customers go through a free trial, and during the trial they'll have questions. Your job will be to answer their question or troubleshoot their issue, and then coach them on understanding why Trainerize is amazing for their business
- Onboarding: When a new paid customer signs up, you'll connect with them over an online session, ask the right questions and set them up for success via product setup and training
- Customer Out-Reach: We obsess over churn, and figure out which of our customers are likely to churn. You'll then reach out to those customers, and help them discover a world of value Trainerize offers which they weren't even aware of
- Customer Support: This is first priority, and you'll respond to customers using the playbooks. First answer the question they asked, and then use the playbook to understand how to position a relevant conversation.
- Customer Feedback: You'll be the voice of the customer escalating problems and feature requests making our product better. Our dev team LOVES feedback
- Webinars: Deliver one to many webinars, to provide coaching and education to improve adoption of the Trainerize product by each and every customer
- Mastering Trainerize, and learning it inside out.

Your Profile:

- You are comfortable with technology and can connect business goals to tech.
- You have excellent communication skills.
- You are organized, love problem solving, and multi-tasking comes naturally.
- You get excited instead of overwhelmed by the thought of speaking to 100s of customers.

Bonus Skills and Experience:

- Fitness related background
- Bachelor's Degree
- Experience using: ZenDesk, Hubspot, Slack
- Experience in Customer Success from a SaaS software company

**Benefits**:

- Extended health care
- Vision care
- Vacation & paid time off
- Dental care
- Casual dress
- If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us_

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