Client Success Representative I

Workstand; Northern (KY); Hybrid; USD 28,000 - 34,000; Full time

Benefits offered by this job

Fully remote work

Flexible scheduling

Medical, dental, and vision plans

401(k) plan

Paid volunteering

Paid professional development

Product discounts

PTO 14 days in first year

Sick time

Ten paid holidays

Job summary

Workstand is a fully remote company serving independent bicycle retailers with software and data solutions. The Client Success Representative I helps ensure customer satisfaction by addressing technical questions and service concerns.

The role reports to the Technical Support Manager and offers an ethical, transparent pay range and employee perks. The position emphasizes remote work with flexible scheduling, collaboration across teams, and opportunities to contribute to product improvements

Qualifications

• Customer service experience preferred.
• Specialty retail and/or bicycling industry preferred.
• Strong communication skills, both written and verbal.
• Excellent organizational skills and attention to detail.
• Limited domestic travel may be a requirement.

Responsibilities

• Respond to customer inquiries promptly and professionally via email, phone, or live chat.
• Collaborate with fellow CS Reps to escalate and resolve complex problems.
• Develop a deep understanding of Workstand's software platform and the role of digital marketing, ecommerce, and in-store sales in their businesses.
• Proactively suggest improvements in website design and site configuration to maximize customer success.
• Clearly communicate technical information to non-technical users.
• Provide software-related information and documentation to customers when appropriate.
• Maintain detailed records of customer interactions and resolutions in our CRM.
• Continuously update and maintain internal and external documentation for all aspects of our software and processes.

Skills

Customer service

Communication

Organization

Attention to detail

Tools

Google Suites

Google Merchant Center

Google Shopping

Job description

• Pay or shift range: $20.37 USD to $24.44 USD
  Flagg Bicycle Group (Quality Bicycle Products, Workstand, Wheel Mfg and Terry Precision Cycling) approaches pay in an ethical and transparent way. Pay ranges are assigned to a job based on market data from 3rd party salary benchmark data as well as balancing internal equity of other roles with similar levels of responsibility. Individual pay within the range can vary for several reasons including, but not limited to, skills, abilities, experience, tenure, performance, and available budget.

Description

The preferred candidate will reside and work remotely in CO, MN, NV, or PA.

ABOUT WORKSTAND:

Workstand provides commerce software, marketing services, and data solutions to help independent bicycle retailers and suppliers achieve profitable growth. Workstand isn’t your typical software company or your typical bike industry company. We are a privately owned small business serving an important niche, striving for mutual success and sustainability for every retailer and supplier in the cycling industry.

Workstand has been voted one of Outside Magazine's Best Places to Work for six years. We offer fully remote work with an engaging culture, compelling work, and strategic clarity. All clients are in the bicycle industry, so work days are fun and interesting. We support one another and achieve our goals as a team. Each person, at every level, has an impact.

Total Rewards and Perks include; fully remote work environment, flexible scheduling, comprehensive medical, dental, and vision packages for employees and eligible family members, 401(k) plan, paid volunteering, paid professional development, and discounts on products, bikes, and gear. We offer an accrued PTO program of 14 days in your first year as well as sick time and ten paid holidays. Employees are eligible for bonuses.

JOB PURPOSE:

The Client Success Representative I plays a key part in ensuring customer satisfaction by providing assistance and responding to technical software questions, client concerns, and software enhancement suggestions. Clients of this position are generally specialty retailers, but also include brands, suppliers and other industry partners.

The hiring range for this role is $20.37 to $24.44.

REPORTING STRUCTURE:

This position reports to the Technical Support Manager. This position has no direct reports and is a remote position.

JOB FUNCTIONS:

Customer Support

Respond to customer inquiries promptly and professionally via email, phone, or live chat

Collaborate with fellow CS Reps to **escalate and resolve complex problems**.

Product Knowledge

Develop a deep understanding of Workstands software platform, the role of digital marketing, ecommerce, and in-store sales in their businesses

Proactively suggest improvements in website design and site configuration to maximize customer success

Communication

Clearly and effectively communicate technical information to “non-technical users”

Provide software-related information and documentation to customers when appropriate

Documentation

Maintain detailed records of customer interactions and resolutions in our CRM

Continuously update and maintain internal and external documentation for all aspects of our software and processes

This is not a comprehensive list of possible responsibilities, tasks and duties. There are a variety of other duties that will need to be completed on an as needed basis.

QUALIFICATIONS:

Customer service experience preferred

Specialty retail and/or bicycling industry preferred

Strong communication skills, both written and verbal

Excellent organizational skills and attention to detail

Basic understanding of Google Suites, Google Merchant Center, Google Shopping preferred

Willingness to take initiative and work effectively without close supervision

Adaptable and flexible with change.

Limited domestic travel may be a requirement.

We seek talent from all backgrounds to join our teams, and we encourage our employees to bring their authentic and best selves to work. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

Workstand approaches pay in an ethical and transparent way. Pay ranges are assigned to a job based on market data from 3rd party salary benchmark data as well as balancing internal equity of other roles with similar levels of responsibility. Individual pay within the range can vary for several reasons including, but not limited to, skills, abilities, experience, tenure, performance, and available budget.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.