Customer Success Representative

ASICS Apps; London; Hybrid; CAD 42,000 - 55,000; Full time

Job summary

ASICS Apps Canada in London, Ontario, is hiring a Customer Success Representative for Race Roster, Runkeeper, and future apps. Hybrid work within 75 km of London office. Collaboration with event organizers, participants and end-users to deliver exceptional service.

You will provide clear information across emails, phone, video calls, and social media, while troubleshooting issues and delivering training. Strong empathy and tech savviness are essential.

Qualifications

• Post-secondary education preferred.
• 1-3+ years of experience in a professional services environment.
• Comfortable with phone and email customer service.
• Availability during support business hours EST and a Tuesday–Saturday or Sunday–Thursday work week.
• Bilingual English/French/Spanish is preferred.

Responsibilities

• Answer inquiries from event organizers, participants and end-users to ensure positive experience.
• Provide support, guidance and training via phone, email, video calls, screen-shares and social media.
• Offer empathy and creative solutions to technical problems.
• Collaborate with Customer Success leadership to identify themes and inform the technical team.
• Submit product bugs/enhancement requests for Race Roster and Runkeeper.

Skills

Customer service

Troubleshooting

Communication

Tech savvy

Empathy

Multitasking

Education

Post-secondary education preferred

Job description

ASICS Apps lives by ASICS’ founding philosophy, "Anima Sana In Corpore Sano” or “A Sound Mind in a Sound Body." We believe in the positive benefits of movement and aspire for people all over the world to live healthful and happy lives in both body and mind.

The ASICS Apps provide digital services and goods focused on helping runners and running events every step of the way. To strengthen our commitment to runners, we are expanding our investment in endurance-related digital services, such as endurance event technology (Race Roster), leading mobile running app (the ASICS Runkeeper app), and other exciting platforms that will help us better serve the endurance industry. Combined, these projects and products makeup ASICS Apps.

Our mission―in the past, today, and into the future―is to contribute to a healthful and sustainable society and to bring joy to the people of the world through movement. Movement is an important element in living longer healthy lives, in feeling more fulfilled, and in crossing national and cultural boundaries to bring the world together. If you are looking to join a fun and innovative company focused on the booming digital health and fitness industry, this is the place for you!

Position Overview:

As a Customer Success Representative for Race Roster, the ASICS Runkeeper App, ASICS Studio and other future apps, you will be an expert on our technology and support services. You will be responsible for delivering clear and concise information to our event organizers, participants and end users in a timely manner through various communication channels (emails, social , phone support, social media). You will be relied upon to deliver exceptional customer service and provide creative solutions to event organizer and app user problems . Day to day, you will be responsible for communicating internally cross-department and externally to our clients and end-users. This position requires flexibility as we respond to new business and customer requirements, while being able to quickly adapt to new strategies and priorities as they evolve.

Product Line:

This role will be working with both the Race Roster and Runkeeper products.

Work Location:

The successful candidate for this role w ill be a hybrid employee (flexibility to work in the office or from home at a location within 75 km from the London, ON office).

Responsibilities:

• Work closely with the Customer Success team to answer incoming inquiries from event organizers, event participants and app end-users to ensure a positive customer experience
• Offer support, guidance and training to event organizers, event participants and app end-users via phone, email, video calls + screen-shares and social media
• Offer empathy, support and creative solutions to technical problems with event organizers, event participants and app end-users
• Work closely with Customer Success leadership to identify themes, offer solutions and make educated recommendations to our technical team
• Submit product bugs & enhancement (Race Roster and Runkeeper) requests on behalf of the Customer Success Team
• Complete projects and tasks that directly impact the success of our customers and end-users
• Work effectively across departments to help exceed customer expectations
• Prioritize workload and manage multiple tasks at once
• Meaningfully participate in diversity and inclusion initiatives across the ASICS Apps teams
• Other duties as directed, including the potential for various ad hoc or special projects as assigned

Education & Experience:

• Post-secondary education is preferred
• 1-3+ years experience in a professional services environment
• Strong organization and data management skills
• Available for a Tuesday to Saturday or Sunday to Thursday work week
• Availability during support business hours, Monday to Friday 8:00 AM – 8:00 PM EST, Saturday 7:00 AM – 8:00 PM EST, and Sunday 7:00 AM – 3:00 PM EST (subject to change based on seasonal support needs)
• Comfortable with phone and email customer service
• Experience in troubleshooting simple and complex customer challenges
• Eager to provide superior customer service and build relationships
• Ability to show empathy when needed
• Tech savvy

Bonus Education & Experience:

• Bilingual English/French/Spanish is preferred
• Relevant Industry Experience

The successful candidate for this role will become an employee of Race Roster North America Corporation (doing business as ASICS Apps Canada), a subsidiary of ASICS Corporation, a Japanese multinational corporation. Race Roster was founded in London, Ontario in 2011.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, sex, place of origin, ethnic origin, ancestry, citizenship, creed, record of offenses, genetics, disability, age, marital status, family status, veteran status, or fitness level.

Accommodations are available on request for candidates taking part in all aspects of the selection process.