Customer Success Representative

Join Our Team as a Customer Success Representative

Be Part of Our Journey We're looking for a rockstar Customer Success Representative who is passionate about delivering outstanding customer experiences. Join us if you are enthusiastic about helping users achieve their fitness goals and want to make a meaningful impact in their journey. As a Customer Success Representative, you will play a crucial role in ensuring our users have a seamless experience with our app and when they reach out to us directly. Your efforts will help us improve our product and keep our business growing!

Why Join Fitbod's Team At Fitbod, we believe that strength training is a powerful way to improve quality of life. As more people discover the benefits of strength training, we are here to support and guide them every step of the way.

Why You're Set Up for Success 10x Greater Impact is Ahead of Us. Our product has proven market fit with a six-year track record of excellent retention and reliable growth. We’ve established a brand tha

t has positively impacted hundreds of thousands of users. Our most ambitious work is yet to come, as we’ve reached less than 1% of our total addressable market, and our AI continues to drive innovation.

A Small Team with Healthy Numbers In a market that values profitability over growth-at-all-costs, we continue to grow at a venture scale while maintaining profitability. We have raised $4.6M and achieved $20M+ ARR with positive cash flow.

You will

• Respond to Customer Inquiries: Efficiently handle customer inquiries via phone, email, and/or messaging, providing prompt, accurate, and thorough responses. Work to resolve any customer concerns and ensure satisfaction with the aim of retaining customers and reducing churn rates.
• Troubleshoot Problems: Identify, research, and resolve customer issues using available resources and tools. Escalate unresolved issues to the appropriate internal teams as necessary.
• Product Knowledge: Maintain a deep understanding of the company’s products, services, and troubleshooting processes to provide effective support and guidance to customers.
• Record Keeping: Document all customer interactions, transactions, comments, and complaints in the CRM (Customer Relationship Management) system for future reference and to track the resolution process.
• Feedback Collection: Collect and report customer feedback and perception of product/service to the team to improve the overall customer experience. Identify recurring themes such as bugs or feature requests, and communicate these patterns directly to the team.
• Policy Adherence: Ensure compliance with company policies and procedures during customer interactions to maintain the standards of service.
• Training and Development: Participate in training sessions to update knowledge of product features and enhancements, as well as improving overall customer service skills.
• Performance Metrics: Meet personal/team qualitative and quantitative targets as set by customer support management.

Minimum Qualifications

• Educational Background: Associate degree or higher.
• Experience: Minimum of 3 years in customer support, preferably in tech and health/fitness industries.
• Passion for Wellness: A genuine interest and passion for health, wellness, and fitness.
• Customer Service Orientation: Demonstrated ability to go above and beyond for customers, ensuring every interaction is a positive experience.
• Communication Skills: Excellent communication skills, both written and verbal, with the ability to clearly convey information and handle sensitive issues diplomatically.
• Attention to Detail: Strong attention to detail with a deep understanding of product or service functionality to effectively address customer queries.
• Technical Proficiency: Good understanding of technical terminology relevant to the product or service offered.
• Problem-Solving Skills: Ability to quickly identify problems, propose solutions, and escalate issues appropriately.
• Team Collaboration: Experience working collaboratively in a team environment to share information and solve customer issues.
• Computer Literacy: Proficiency with CRM software, Jira, and office software.