Customer Success Representative

Job summary

The Customer Success Representative will provide support and creative solutions to event organizers and app users via various communication channels. They will also collaborate with internal departments to identify product issues and contribute to the overall success of the customer experience.

Job details

Position Overview: 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. Product Line: This role will be working with both the Race Roster and Runkeeper products. Work Location: The successful candidate for this role will be a hybrid employee (flexibility to work in the office or from home at a location within 75 km from the London, ON office). 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 (Race Roster and Runkeeper) 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 Meaningfully participate in diversity and inclusion initiatives across the ASICS Apps teams Other duties as directed, including the potential for various ad hoc or special projects as assigned Education & Experience: 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 Bonus Education & Experience: Bilingual English/French/Spanish is preferred Relevant Industry Experience The successful candidate for this role will become an employee of Race Roster North America Corporation (doing business as ASICS Apps Canada), a subsidiary of ASICS Corporation, a Japanese multinational corporation. Race Roster was founded in London, Ontario in 2011. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, sex, place of origin, ethnic origin, ancestry, citizenship, creed, record of offenses, genetics, disability, age, marital status, family status, veteran status, or fitness level. Accommodations are available on request for candidates taking part in all aspects of the selection process. Job applications will be reviewed by Rippling's AI. This posting is for an existing vacancy.

What you’ll do

The Customer Success Representative will provide support and creative solutions to event organizers and app users via various communication channels. They will also collaborate with internal departments to identify product issues and contribute to the overall success of the customer experience.

Requirements

Candidates should have 1-3+ years of experience in a professional services environment and possess strong customer service and organizational skills. Post-secondary education is preferred, and the role requires flexibility to work a varied schedule including weekends.

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• Organization · Preferred
• Communication · Preferred
• Troubleshooting · Preferred
• Relationship Building · Preferred
• Technical Support · Preferred
• data management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Technical support
• Troubleshooting
• Communication
• Data management
• Organization
• Problem solving
• Empathy
• Relationship building
• Time management
• Cross-departmental collaboration
• Tech savvy
• Support Services
• Customer Success Management
• Communication Channels
• Bilingual (French/English)
• Artificial Intelligence
• Customer Service
• Event Planning
• Data Management
• Spanish Language
• Leadership
• Phone Support
• Product Lining
• Troubleshooting (Problem Solving)
• Prioritization
• Technical Acumen

Job areas

• Customer Service & Support
• Software
• Technology
• Customer Success Representative
• Sales Support Specialist
• Commercial Sales Representatives
• Sales Representatives of Services, Except Advertising, Insurance, Financial Services, and Travel