Customer Success Representative

Socket.dev; London; Hybrid; CAD 42,000 - 65,000; Full time

Job summary

Race Roster North America Corporation (doing business as ASICS Apps Canada) seeks a Customer Success Representative to support the Race Roster and Runkeeper apps. You will assist event organizers, participants and end users with inquiries via phone, email, video calls and social media, delivering clear guidance and empathetic solutions.

The role is hybrid (office or home) within 75 km of London, ON, with daytime support hours.

Qualifications

• Post-secondary education is preferred.
• 1-3+ years experience in a professional services environment.
• Strong customer service skills.
• Strong organization and data management skills.
• Available for Tue-Sat or Sun-Thu work week.
• Support hours EST Mon-Fri 8:00 AM–8:00 PM; Sat 7:00 AM–8:00 PM; Sun 7:00 AM–3:00 PM.
• Phone and email customer service experience.
• Tech savviness and empathy in problem solving.
• Self-motivated, results-driven, top performer.

Responsibilities

• Answer inquiries from event organizers, participants and end users to ensure a positive experience.
• Provide guidance and training via phone, email, video calls + screen-sharing and social media.
• Offer empathy and creative solutions to technical problems.
• Identify themes and submit actionable feedback to the technical team.
• Submit product bugs & enhancement requests for Race Roster and Runkeeper.
• Collaborate across departments to exceed customer expectations.

Skills

Customer service

Organization

Data management

Tech savvy

Self-motivated

Education

Post-secondary education preferred

Job description

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 will 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 customer service skills
• 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
• Self-motivating, results-driven, top performer
• 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), asubsidiary 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.

This posting is for an existing vacancy.