Customer Happiness Specialist

SwimTopia•Austin, TX

12d•$20 - $22•Remote

About The Position

Team Topia creates software to manage sports leagues, teams, and competitions. Our flagship product, SwimTopia , is the #1 online platform for US Summer/Rec swim teams with over 1,800 teams, and hundreds of thousands of users. We make organizing a team, running a swim meet, or tracking an athlete dramatically easier and more fun. It is tremendously rewarding to hear from friends and family who are using, and loving, the products we build! We are hiring a seasonal part time Customer Happiness Specialist, from April through mid-August. The opportunity exists for this position to evolve into a year-round part time position. As a member of our Customer Happiness Team, you’ll support our customer base of swim team volunteers and swim coaches to help them get the most out of our software. The position is remote/work-from-home, with schedule flexibility. The position may require occasional evening and weekend work.

Requirements

High school degree or equivalent
1-3 years of experience as a SwimTopia admin
1-3 years experience operating Meet Maestro and/or Hy-Tek’s Meet Manager
Excellent customer service skills that include the ability to explain complex concepts in a straightforward, easy-to-understand manner
Must be a team-player with adaptability to different personality types.
Strong written and spoken communication skills
Quick learner, with strong organizational and time management skills, as well as attention to detail
Demonstrated skill in troubleshooting and identifying root causes and resolving issues
Demonstrated ability to manage multiple priorities in a fast-paced environment.
Drive and eagerness to learn
Ability to work effectively on a remote team
Must be eligible to work in the United States.

Nice To Haves

Bachelor’s or Associate Degree
2-5 years of experience as a SwimTopia admin
2-5 years experience operating Meet Maestro and/or Hy-Tek’s Meet Manager
Experience with year round swim teams (USA Swimming)
Familiarity with multiple desktop operating systems (e.g. Microsoft Windows, Mac OS), internet browsers, basic computer hardware and networking, mobile apps
Austin-based, but remote-friendly.

Responsibilities

Developing a well-rounded understanding of our market and customer needs
Becoming a subject matter expert of SwimTopia’s software and services. Learning will come from current team members, support documentation, and hands-on experimentation.
Answering customer questions through Zendesk (our support ticketing system), on the phone, and via chat.
Analyzing issue trends to proactively help resolve future issues and requests
Taking the initiative to improve processes, solutions and configurations
Creating video content for our Help Center
Testing new features and products
Assisting with team and league onboarding