Partner Experience Specialist

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 Head of Professional Services, and working collaboratively with our Partners, our Sales and Account Management teams, you will be accountable for improving the experience of our Partners using Fresha’s software. 

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

• Be the go-to person for resolving partners' queries related to the payments section of our software. You'll utilize your excellent communication skills, both via email and phone, to provide helpful and professional assistance.
• 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.
• 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.
• 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.
• Build strong relationships of trust and enthusiasm with our partners through open and interactive communication. You will be the bridge between our company and our valued partners.
• Play a key role in driving the adoption of our payments capabilities among partners. Your dedication to their success will be instrumental in achieving this goal.
• Assist in the deployment and shipment of payment terminal devices to partners, ensuring a smooth and efficient process.
• 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 in a Customer Success, Support and/or Account Management role with SMB
• Passionate about customer service and providing an exceptional experience
• A team player with a great work ethic and a customer-centric mindset
• Friendly, clear and engaging communication, both written and spoken
• Proactive in seeking solutions and resolving issues for partners to improve their experience
• Outstanding time management skills, with the ability to prioritize tasks to ensure you meet your goals and deadlines
• Creative thinking and problem-solving mindset
• Ability to interact with people from across the business and build strong relationships, including the ability to effectively influence upwards
• Happy to roll sleeves up and assist the team when required (team player)
• Self-starter and proactive approachComfortable working in a fast-paced and changing environment

Added bonus

• Experience in payments
• Experience within the beauty and wellness industry

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 Head of Account Management (Europe) (45m)
• Presentation - In-person interview with Chief Commercial Officer and Head of Account Management (Europe) (75m)

We aim to finalise the entire interview process and deliver feedback within 2 weeks.
Every job application received is reviewed manually by our talent team. While we strive to assess applications within 7 days, the sheer volume of talented individuals expressing interest may occasionally extend this timeframe.