Customer Support Specialist (TeamUp)

DaySmart; United Kingdom; Remote; GBP 33,000; Full time

Job summary

A growing software company, DaySmart, seeks a passionate Customer Support Specialist to bolster their weekend support team. The role involves managing customer inquiries and facilitating team productivity while ensuring a high standard of satisfaction. Ideal for individuals with strong technical and communication skills, this position offers exposure to the fitness software industry.

Benefits

Full support and training from the team

Great team atmosphere

Qualifications

• 3+ years in similar roles.
• Native-level English proficiency with excellent written and spoken communication skills.
• Experience working in a remote environment.

Responsibilities

• Respond to customer queries via phone, email, video, or chat.
• Support and coordinate a team for maximum productivity and customer satisfaction.
• Identify customer needs and match their requirements to our software.

Skills

Computer literacy

Strong aptitude for technical software products

Listening and engagement

Multi-tasking

Problem-solving

Customer service skills

Communication skills

Job description

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Remote based position out of the UK

Office Hours

Saturday - Wednesday 8am - 4:30pm UK hours with the schedule to work Monday - Friday during training.

Who We Are

DaySmart is a provider of business management software that specializes in providing scheduling and workflow solutions to businesses around the world. We provide award-winning business software to thousands of users in a variety of industries.

Our TeamUp Software (goteamup.com) is an all-in-one business management software solution for independent fitness gyms, studios and boxes. Our customers include businesses like CrossFit gyms, yoga and Pilates studios, martial arts centres, personal trainers and more. We are passionate about helping our clients have the best experience possible.

Since 2012, TeamUp has helped thousands of businesses take control of payments, scheduling, and member management.

Responsibilities

We are actively looking for a Customer Support Specialist to join our growing team.

You’ll be pivotal in helping us bolster our weekend support, covering a full-time schedule of Saturday-Wednesday. There will be lots of opportunity for shaping processes and career development.

You will need to be able to communicate all the intricacies of TeamUp software capabilities in a clear, concise, and friendly way. You should be comfortable handling a high volume of calls and messages from existing customers on a variety of enquiries.

The right candidate will be tasked with helping to oversee a team on the weekend so should be self-starter and proactive in helping team members with questions, and happy to give direct and constructive feedback. As one of our core weekend team members, we’re looking for a highly trustworthy individual who is happy to work unsupervised.

The ideal candidate has an insatiable curiosity for solving problems and is reliable and organized.

Additional Responsibilities

• Respond to customer queries in a timely and accurate way via phone, email, video, or chat.
• Support and coordinate a team with maximum productivity and customer satisfaction in mind.
• Identify customer needs and help match their requirements to our software.
• Inform customers about new features and functionalities.
• Follow up with customers to ensure their technical issues are resolved.
• Act as the voice of the customer, with regular internal updates about feature requests and technical roadblocks
• Contribute towards writing help guides.
• Help to maintain a high standard of customer satisfaction.
  
  

Requirements

• Computer literacy and experience working in the software industry.
• Strong aptitude for technical software products.
• Ability to listen to and engage potential customers by phone, e-mail, chat, video, to quickly understand their requirements.
• The schedule to work will rotate on a monthly basis between working weekends one month, and weekdays the next month. UK hours with the schedule to work Monday - Friday during training.
• Native-level English proficiency with excellent written and spoken communication skills.
• Multi-tasking abilities.
• Impeccable customer services skills and determination for every customer to have a great experience with TeamUp, paired with a desire to take responsibility for the customers you are helping.
• Experience and patience in handling negative feedback, unhappy customers, cancellation requests, and triaging escalations.
• Ability to help support team members. Is happy to give direct and constructive feedback.
• Comfortable sharing new ideas and processes to deliver above and beyond customer support.
• Ability to work on a team across multiple time-zones and cultures.
• Experience working in a remote environment.
• 3+ years in similar roles.
  
  

Preferred Skills

• Experience working with fitness businesses.
• Experience in the SaaS/software field.
  
  

Salary

The salary for this role is £33,000 per year. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc.

Why Work For Us

We’re a small team doing very big things — your work will make a huge impact and your voice WILL be heard!

We may not all be in the same location, but you wouldn’t know it. We are a small, growing company and our team deeply cares about the success of our customers and each other! We have great communication platforms in place to ensure you have the resources to succeed in your role at TeamUp.

We Offer

• A great team atmosphere to help you achieve your best work.
• Full support and training from our team to help you succeed.
  
  

DaySmart is committed to creating a diverse employee environment and is a proud equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, age, or veteran status.

Please refer to DaySmart Privacy Policy to learn more about how we are committed to respecting your privacy and the security of your personal information.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Strategy/Planning and Information Technology

• Industries

  Software Development

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