Customer Support Team Lead

About ClubReady

Based in St. Louis, ClubReady is a leader in providing club management software and professional services for the health, fitness, and personal training industry. The solution we provide is the only one that masters the complete fitness community experience, linking owners with staff, staff with customers and customers with all aspects of their club and fitness experience. We are a fast-paced environment, we look for people that are ‘doers’ that will thrive in a setting that is collaborative, fun and focused on the next phase of our growth.

Job Overview

If you love the fitness industry and are inspired to help studios and their members achieve their fitness and financial goals, we want you to join our team. As Customer Support Team Lead, you are responsible for providing a high level of support to our national customer base by phone, live chat and support tickets in Zendesk. You will also serve as an escalation point within the team and be the liaison between Customer Support and other internal teams.

To be successful in this role you will be an enthusiastic problem solver. You will demonstrate empathy in writing and in tone of voice, a focus on customer success, and a willingness to get involved to help drive results and deliver positive customer outcomes. You will be a brand ambassador willing to go the extra mile to ensure complete customer satisfaction and represent ClubReady with integrity.

Responsibilities & Duties

• Serve as a player/coach for your assigned Tier 1 support team.
• Ensure all Customer Success team activities lead to the best outcomes for our customers (contributing to our customer satisfaction rating) and internal teams.
• Motivate individuals and team to meet or exceed performance targets.
• Analyze and propose improvements to existing processes and participate in appropriate communication, training and oversight.
• Participate in long term customer support strategy with the Director, Customer Success to meet future demands.
• Escalate necessary issues reported by customers to the proper team.
• Ensure all escalated support tickets contain necessary info and are properly formatted.
• Oversee new agent onboarding and continuing education.
• Act as a point of contact for ClubReady employees reporting issues or inquiring about reported issues.
• Coach and mentor agents on customer service, problem solving, and general product knowledge.
• Create macros and run incident response for critical incidents.
• Identify and execute process and system improvements to improve agent performance and efficiency.
• Enforce team schedule and serve as backup for any shift that needs to be covered.
• Availability to assist Customer Success agents with issues on chats, tickets, and phones.
• Ensure knowledge, processes and strategies are documented and maintained.
• Other duties as assigned.

Qualification & Experience

• College degree preferred.
• 5 years of customer support experience.
• Prior customer support team lead experience
• Proficient in process design, documentation, and communication.
• Experience with customer support tools (chat, ticketing, etc.)
• Experience with automation and bots for customer support processes.
• Fitness studio experience with ClubReady is a plus.
• Sound judgment and excellent problem-solving skills with the ability work with customers that are both technical and non-technical.
• Prior customer service experience in a SaaS (software-as-a-service) environment preferred, but not required.
• Must be personable and enjoy working in a customer-facing role, possessing the ability to build relationships with customers.
• Superb written and verbal communication skills and an ability to empathize with customers.
• Strong interpersonal skills to communicate effectively with any customer regardless of title and to work collaboratively with different teams.
• Ability to work well under pressure.
• Detail oriented.
• Flexibility to work irregular hours, when required.
• Excellent multitasking and problem-solving skills.
• Team player driven by success, and a willingness to demonstrate leadership.

ClubReady/Clubessential Holdings is an equal opportunity employer dedicated to building a diverse and inclusive workplace. Our company thrives upon the mutual respect and understanding between its employees, and as such, all qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), gender, gender identity, sexual orientation, veteran status, physical or mental disability, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Clubessential Holdings maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflects the Company's differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.