Customer Support Specialist (Level 1 Support) Bilingual (English / Spanish)
Glofox, United States
Job Description
Who we are
Glofox is on a mission to build a healthier world. We are a venture backed product led SaaS company that is in hyper growth. Along with our ever-growing client base that spans over 60 countries, our team is dedicated to powering the fitness industry with digital solutions.
We are one team at Glofox consisting of honest, moral amp; ethical individuals who are heard and valued! We hold ourselves accountable- delivering on expectations amp; celebrating each other for the great work we do!
We strive to be innovative thinkers and doers- always innovating with our customers in mind, our backbone, ensuring they can succeed amp; receive top class support!
At Glofox, we love entrepreneurs because we are entrepreneurs. We know how much determination it takes to start your own business and grow it into something that lasts. We roll our sleeves up, we act fast, and we learn together. We're looking for people that will do the same.
Customer Support at Glofox:
As a Customer Support Agent at Glofox, you will be accountable for supporting our diverse customer base predominantly by email, live chat and phone using our support tool Zendesk. You will be responsible for owning customer support issues all the way from initial contact right through until resolution.
The successful candidate will be an ambitious, customer focused person, who is looking to kickstart a successful career in customer service by operating at a global level.
Your responsibilities will include:
- Provide excellent, easy-to-understand support via our various support channels
- Identify potential technical issues and report same to our product team
- Communicate resolution of issues clearly and effectively to clients
- Contribute to our knowledge base and take your own initiative in respect of articles and saved replies
- Build positive working relationships with our diverse customer base
- Identify and take ownership of problems or issues within a customer and work with the customer to mitigate or resolve them
- Demonstrate product capability and functionality
- Work with our customers and our product management team to identify new features that will make our product more valuable to our customers
- Maintain customer and update details in our CRM
Requirements
What skills you will need:
- Ideally degree level education or equivalent relevant experience.
- 1-2 years’ experience in customer support roles at a software company would be highly advantageous but not essential
- Excellent customer relationship skills#
- Bilingual in English/ Spanish
- Strong levels of empathy and ability to really understand the customer’s pain
- Team player, great work ethic and ability to work in a high-paced challenging environment
Benefits
What you'll get:
- The chance to work at a hyper-growth venture-backed start-up in an exciting industry remotely
- The opportunity to feel true purpose in your efforts by powering fitness entrepreneurs, making them successful and enabling them to improve the health of people on a global stage
- Competitive compensation with share options
- Laptop and equipment for remote working set up
- Any support you need to level up your skills - conferences, books, screencasts
- We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organisation. We're committed to an inclusive and diverse Glofox! We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.