Customer Support Specialist

ABC Fitness; United Kingdom; Remote; GBP 24,000 - 32,000; Full time

Job summary

ABC Fitness seeks a Customer Support Specialist to deliver exceptional support to its global customer base via email, live chat, and phone. The role involves owning customer issues from contact to resolution in a values-driven environment with a commitment to diversity. Opportunities for personal and professional growth are abundant, alongside generous company perks.

Benefits

Open PTO policy

Quarterly team days off

Parental & Pawternity Leave

Fitness Perk reimbursement

Discounts with partners like Dell & Microsoft

EAP support

Calm App subscription

Qualifications

• 1 year experience in a fast-paced customer-facing role.
• Fluent in English and Spanish.

Responsibilities

• Provide easy-to-understand support via multiple channels.
• Identify and report technical issues to product team.
• Build positive working relationships with diverse customers.

Skills

Bilingual

Empathy

Team player

Job description

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As a Customer Support Specialist, 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, 24/7, including weekends.

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.

WHAT YOU’LL DO:

• 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
  

WHAT YOU’LL NEED:

• 1 years’ experience in a fast paced customer facing role (this doesn't necessarily need to be in a similar company, some of our most successful team members have transitioned from a hospitality / retail background!)
• Bilingual – fluent in English and 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

WHAT’S IN IT FOR YOU:

• Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset
• Time Off – with our open PTO policy, you pick when you want time off when it’s best for you!
• Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam
• Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
• Fitness Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
• Discounts – access to discounts with our partners, such as Dell, Microsoft & many more.
• EAP – we get you help when you need it. Period.
• Calm App +4 – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16
• And more! – so many benefits we couldn’t even fit them all here!

We’re committed to diversity and passion, and encourage you to apply, even if you don’t demonstrate all the listed skillsets!

ABC’S COMMITMENT TO DIVERSITY, EQUALITY, BELONGING AND INCLUSION:
ABC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are intentional about creating an environment where employees, our clients and other stakeholders feel valued and inspired to reach their full potential and make authentic connections. We foster a workplace culture that embraces each person’s diversity, including the extent to which they are similar or different. ABC leaders believe that an equitable and inclusive culture is not only the right thing to do, it is a business imperative. Read more about our commitment to diversity, equality, belonging and inclusion at abcfitness.com

ABOUT ABC:

ABC Fitness (abcfitness.com) is the premier provider of software and related services for the fitness industry and has built a reputation for excellence in support for clubs and their members. ABC is the trusted provider to boost performance and create a total fitness experience for over 41 million members of clubs of all sizes whether a multi-location chain, franchise or an independent gym.

Founded in 1981, ABC helps over 31,000 gyms and health clubs globally perform better and more profitably offering a comprehensive SaaS club management solution that enables club operators to achieve optimal performance. ABC Fitness is a Thoma Bravo portfolio company, a private equity firm focused on investing in software and technology companies (thomabravo.com).

#LI-REMOTE

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!