Customer Advocate
Join the team that is transforming the way coaches and athletes interact!
* One of Outside Magazines Best Places to Work for 6 years *
TrainHeroic provides the complete web, mobile and tablet solutions for enabling smart and effective strength & conditioning. TrainHeroic along with TrainingPeaks, Best Bike Split, and MakeMusic, are under the umbrella company Peaksware, Inc, which is located in beautiful Boulder, Colorado and has been recognized as one of Outside Magazine's "Best Places to Work" for six years.
TrainHeroic is looking for a Customer Advocate guru who thrives on providing excellent support through many different channels of communication – including: email, phone, chat, forums and social media.
You gotta love coaches, believe in our athletes, and be authentic to our cause. Love our customers the way we do and you will excel!
The perfect candidate is naturally inquisitive, analytical, possesses fantastic troubleshooting skills, is driven to help customers and has the ability to dive deep into a new product to learn it inside and out.
You Have:
- Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
- Excellent organizational, written and oral communication skills - be able to convey technical jargon, in a wide-array of syntax from beginners to developers, in our tickets as well as knowledge based articles
- A strong sense of urgency
- Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
- A desire to learn, master and teach
- An awesome sense of humor
- Incredible grit and resourcefulness
- An appreciation for easy to use, intuitive software
- An authentic love of our customers and the world we work in
You Will:
- Onboard new coaches to our Coaching platform
- Create original support content to educate our coaches and athletes
- Spotlight customer success stories, best practices, and power users
- Manage key coaches on how to better leverage our tools to win more often
- Troubleshoot technical and user issues with coaches and athletes
- Analyze customer success team metrics and develop plans for improved practices
- Spread love to coaches and athletes everywhere
Experience/Skills Desired:
- Two years of technical support / customer service experience
- Coaching / Teaching Experience (preferred, not required)
- Basic understanding of how SaaS integrations work
- Experience troubleshooting in a SaaS environment with an assertive deploy schedule
- [Local candidates preferred]
All Heroes Receive:
- The opportunity to work alongside passionate, A-players, striving to disrupt the status quo and lead an evolving industry
- Competitive compensation and incentives
- 100% company paid medical plan for employees with buy-up options as well as dental and vision insurance for employees (dependent coverage available)
- $1,200/yr fitness reimbursement for gym related purchases
- Three weeks of PTO for all new hires…increases in PTO at various years of service
- After 7 years of service we offer a four week paid sabbatical for all employees
- Fully stocked kitchen with snacks and drinks
- On-site workout area access: full weight lifting gym with CrossFit equipment, treadmill, bike trainers, and changing rooms, showers and towel service
- Beautiful North East Boulder, CO location
Visit us at www.TrainHeroic.com to learn more!