Customer Service Representative

Daxko; Birmingham (AL); Hybrid; USD 24,796 - 30,307; Full time

Benefits offered by this job

Flexible paid time off

Health, dental, and vision insurance

Monthly fitness reimbursement

401(k) matching

New-Parent Paid Leave

Casual work environments

Job summary

Daxko in Birmingham, AL is seeking a Customer Service Representative to support customers in using our software platforms. You will be the key point of contact for customer inquiries and will help troubleshoot issues.

The ideal candidate has excellent communication skills, experience in customer support, and a genuine curiosity to learn about software products. This position is hybrid, requiring in-office work at least 3 days a week.

Qualifications

• 2+ years in a customer-facing role.
• Strong written and verbal communication skills.
• Comfort learning and navigating new software systems.
• Ability to manage multiple conversations across phone, chat, and email.
• High school diploma or equivalent.

Responsibilities

• Serve as first point of contact for customer questions.
• Investigate and troubleshoot software issues.
• Maintain clear records of customer interactions.
• Stay up to date on product updates and new features.

Skills

Customer support

Problem-solving

Written communication

Verbal communication

Software navigation

Education

High school diploma or equivalent

Tools

Salesforce

Zendesk

Job description

Daxko builds the software that powers fitness, wellness, and community organizations—everything from member management and payments to digital engagement and analytics. From small studios to the largest associations, we help thousands of fitness businesses streamline operations, enhance member experiences, and drive sustainable revenue growth.

We are seeking a customer-focused and solution-oriented Customer Service Representative who is passionate about helping customers successfully use software platforms. In this role, you will serve as a key point of contact for customers, providing guidance, answering questions, and resolving issues as they navigate our products.

The ideal candidate is naturally curious and enjoys learning how systems work. While a technical engineering background is not required, you should be comfortable exploring software, diagnosing issues, and identifying effective solutions. You will assist customers in understanding platform features, troubleshoot unexpected behaviors, and elevate more complex technical concerns to the appropriate internal teams when necessary.

As a Customer Service Representative, you will play an important role in shaping the customer experience by ensuring users can effectively leverage the tools they depend on each day. Your ability to communicate clearly, investigate issues thoughtfully, and provide timely support will contribute directly to customer success.

This position requires close collaboration with cross-functional partners across support, product, and engineering teams. As you support customers, you will also continue to deepen your product knowledge and strengthen your technical expertise.

Location: Birmingham, AL office. Working onsite at least 3 days per week and flexibility to work up to 5 days per week in-office if needed.

What You’ll Do

• Serve as the first point of contact for customer questions through phone, chat, and email.
• Help customers navigate our platform by explaining product features clearly and confidently.
• Investigate and troubleshoot software issues, identifying root causes and guiding customers through solutions.
• Reproduce reported issues and document details to support effective escalation when needed.
• Share product tips, best practices, and training resources that help customers succeed long term.
• Partner with product and engineering teams by identifying potential bugs or recurring technical challenges.
• Maintain clear and accurate records of customer interactions and support cases.
• Stay up to date on product updates, new features, and evolving support processes.
• Meet team goals for response times, resolution quality, and customer satisfaction.
• Contribute to team learning by sharing insights and growing as a product expert.

What You Bring

Required

• 2+ years in a customer-facing role (customer support, technical support, onboarding, hospitality, retail, or similar).
• Strong written and verbal communication skills.
• Comfort learning and navigating new software systems.
• A problem-solving mindset and willingness to investigate issues before escalating.
• Ability to manage multiple conversations across phone, chat, and email.
• Sound judgment around prioritization and escalation.
• Ability to work an 8-hour shift between 7:00 AM – 7:00 PM CST (Monday–Friday).
• High school diploma or equivalent.

Preferred

• Bachelor’s degree.
• Experience supporting a software product or troubleshooting technical issues.
• Experience using CRM or support tools such as Salesforce, Zendesk, or similar platforms.
• Curiosity about how software works and interest in becoming a product expert.

Additional Information

Daxko is dedicated to pursuing and hiring a diverse workforce. We are committed to diversity in the broadest sense, including thought and perspective, age, ability, nationality, ethnicity, orientation, and gender. The skills, perspectives, ideas, and experiences of all of our team members contribute to the vitality and success of our purpose and values.

Benefits

• Flexible paid time off
• Affordable health, dental, and vision insurance options
• Monthly fitness reimbursement
• 401(k) matching
• New-Parent Paid Leave
• Casual work environments
• Hybrid & Remote work

All your information will be kept confidential according to EEO guidelines.

Where you fall within the compensation range is based on how you demonstrate the skills and competencies needed for the role. We typically reserve the upper half of our compensation bands for team members who have grown within Daxko. In addition to base salary, some roles may be eligible for bonuses, commissions, or other performance-based incentives. We also offer a comprehensive benefits package, recognition programs, and plenty of opportunities to grow your career with us.

The pay range for this role is $18 – $22 per hour.