Company: Fresha
Description:Resolve support tickets and partner contacts (from various channels and sources) using our ticketing system Hubspot, and support our partner’s clients
Identify the root cause of issues and problems our partners are experiencing and proactively flag recurring issues, bugs and contact trends to your TL and the Fresha product teams
Take a consultative approach to supporting our partners to make sure they are getting the most out of our software to drive partner retention
Find creative solutions to partner problems and identify opportunities to improve our partners experience with Fresha and to generate more revenue for the business
Be a proactive problem solver, going the extra mile to delight our partners
Testing and investigating
Proactively test and investigate problems that our partners raise in our software
Reproduce the issues and problems in your own test account and test solutions to the problem that you are solving
Maintain your own test account and make sure all features and functionality are up to date, active and usable for testing purposes
High performance
Be a high performer in the team, exceeding expectations in product knowledge, KPI achievement and living the values of Fresha
Take responsibility for your own performance and development, constantly learning and developing in the role and progressing through the CX structure
Support your CX colleagues to achieve their targets and become high performers
Constantly strive to raise the standards across the team to create a high performing culture
Ongoing learning and development
Take onboard feedback from QA and coaching sessions
Actively engage in QA and coaching session with your colleagues and Tribe Lead
Become a product guru by constantly growing your product knowledge
Keep up with the launch of new products and features so you are fully prepared to support partners when new features and products go live
Interview Process
Screen Call – Video-call with a member from the Talent Team (30m)
Skills & Experience – Video-call with CX Hiring Team (30m)
Tech & Written Assessment – In-person with CX Hiring Team (60m)
Cultural Assessment – Video-call with VP of CX (30m)
Salary: $1,250 a month
Apply: https://jobs.lever.co/fresha/750af67e-82a3-48c1-8e5d-e0424347b9dd/apply
Job type: Full‑time
Work mode: remote