Customer Success Representative - West Coast

Race Roster

11h•Remote

About The Position

As a Customer Success Representative for Race Roster, the ASICS Runkeeper App, ASICS Studio and other future apps, you will be an expert on our technology and support services. You will be responsible for delivering clear and concise information to our event organizers, participants and end users in a timely manner through various communication channels (emails, social , phone support, social media). You will be relied upon to deliver exceptional customer service and provide creative solutions to event organizer and app user problems. Day to day, you will be responsible for communicating internally cross-department and externally to our clients and end-users. This position requires flexibility as we respond to new business and customer requirements, while being able to quickly adapt to new strategies and priorities as they evolve. This role will be remote within Canada and requires you to be located within the Pacific Time Zone to best serve the needs of our West Coast clients. Product Line: This role will be working with both the Race Roster and Runkeeper products. Work Location: The successful candidate for this role will work remotely from a designated location within Canada, aligned with Pacific Time Zone working hours.

Requirements

Post-secondary education is preferred
1-3+ years experience in a professional services environment
Strong customer service skills
Strong organization and data management skills
Available for a Tuesday to Saturday or Sunday to Thursday work week
Availability during support business hours, Monday to Friday 8:00 AM – 8:00 PM EST, Saturday 7:00 AM – 8:00 PM EST, and Sunday 7:00 AM – 3:00 PM EST (subject to change based on seasonal support needs)
Comfortable with phone and email customer service
Experience in troubleshooting simple and complex customer challenges
Eager to provide superior customer service and build relationships
Ability to show empathy when needed
Self-motivating, results-driven, top performer
Tech savvy

Nice To Haves

Bilingual English and French is a huge plus
Relevant industry experience

Responsibilities

Work closely with the Customer Success team to answer incoming inquiries from event organizers, event participants and app end-users to ensure a positive customer experience
Offer support, guidance and training to event organizers, event participants and app end-users via phone, email, video calls + screen-shares and social media
Offer empathy, support and creative solutions to technical problems with event organizers, event participants and app end-users
Work closely with Customer Success leadership to identify themes, offer solutions and make educated recommendations to our technical team
Submit product bugs & enhancement requests on behalf of the Customer Success Team
Complete projects and tasks that directly impact the success of our customers and end-users
Work effectively across departments to help exceed customer expectations
Prioritize workload and manage multiple tasks at once
Other duties as directed, including the potential for various ad hoc or special projects as assigned
Meaningfully participate in diversity and inclusion initiatives across the ASICS Apps teams