What you’ll be doing:

As a CX Specialist within our Club/League and Tournaments department, you’ll be on the front lines interacting with our fastest growing customer segment.

Here’s a quick look at your typical day:

• Deliver exceptional and timely customer support through a high volume of chats and emails, using multiple support systems and tools.
• Take ownership of customer issues and follow issues through to solve root problems.
• Provide detail on problems or bugs for the Product Development Team.
• Act as subject matter expert for both external customers and other internal departments.
• Identifying ideas for being more efficient and more effective for our customers.
• Partner with our Client Success and Sales organization to identify opportunities to cross- and up-sell.
• Share feedback, suggestions, and concerns from our customers with the Leadership team.
• Test newest features before they go live to our customers.
• Maintain high level of KPIs.

Skills and attributes we’d like you to have

• Infinite patience and willingness to answer seemingly simple questions with a friendly, cheerful attitude
• Strong shoulders, open ears and an open mind
• Not afraid to dig into a problem and find that one extra space in cell 7934 of the import file or help reorganize files for the 873rd time
• Can think outside the box and come up with solutions, strategies and suggestions for organizing clubs, leagues and tournaments in a wide variety of sports and groups
• Loves to multi-task and has no problem being pulled in several different directions at once
• Can identify a customer need and match it to an available product or document the need for a future product
• Loves being a teacher and a student, and never tires of learning something new
• Looks at every interaction and thinks how can I do/be better
• Gets excited by a challenge and strives to give their best every time
• Can think and work independently but views their team as family
• Loves a good puzzle and working to figure out the best solution

You’ll definitely need:

• Customer service experience – software, service, retail
• High volume software support experience via chat, email, or phone
• A true desire to help people
• Experience with problem-solving and complex troubleshooting
• Ability to write clearly and to give detailed written instructions
• Ability to quickly learn new application features
• Proven ability to multi-task, prioritize, and manage time effectively
• Ability to work a flexible schedule – this position will require work during the week and on weekends
• MS Office (basic Excel/Word/PP) experience
• Intermediate knowledge with common browsers: Chrome, Firefox, IE, Safari (ie. deleting cookies, clearing cache, etc..)
• Experience supporting customers in a Software as a Service (SaaS) environment
• A love of Meerkats

*** The above job descriptions and listed requirements can often change based on current Employer need and new projects. Your assigned job counselor will provide you with the most up-to-date job information.

If you are a new applicant and not our current client, please fill out an application to start the process: Application