Client Success Rep

ABOUT WORKSTAND:

Workstand provides commerce software, marketing services, and data solutions to help independent bicycle retailers and suppliers achieve profitable growth. Workstand isn’t your typical software company or your typical bike industry company. We are a privately owned small business serving an important niche, striving for mutual success and sustainability for every retailer and supplier in the cycling industry.

Workstand has been voted one of Outside Magazine's Best Places to Work for six years. We offer fully remote work with an engaging culture, compelling work, and strategic clarity. All clients are in the bicycle industry, so work days are fun and interesting. We support one another and achieve our goals as a team. Each person, at every level, has an impact.

Total Rewards and Perks include; fully remote work environment, flexible scheduling, comprehensive medical, dental, and vision packages for employees and eligible family members, 401(k) plan, paid volunteering, paid professional development, and discounts on products, bikes, and gear. We offer an accrued PTO program of 14 days in your first year as well as sick time and ten paid holidays. Employees are eligible for bonuses.

JOB PURPOSE: 

The Client Success Representative I plays a key part in ensuring customer satisfaction by providing assistance and responding to technical software questions, client concerns, and software enhancement suggestions. Clients of this position are generally specialty retailers, but also include brands, suppliers and other industry partners. 

REPORTING STRUCTURE: 

This position reports to the Technical Support Manager. This position has no direct reports and is a remote position

JOB FUNCTIONS:

• Customer Support
  • Respond to customer inquiries promptly and professionally via email, phone, or live chat
  • Collaborate with fellow CS Reps to escalate and resolve complex problems
• Product Knowledge
  • Develop a deep understanding of Workstands software platform, the role of digital marketing, ecommerce, and in-store sales in their businesses
  • Proactively suggest improvements in website design and site configuration to maximize customer success
• Communication
  • Clearly and effectively communicate technical information to “non-technical users”
  • Provide software-related information and documentation to customers when appropriate
• Documentation
  • Maintain detailed records of customer interactions and resolutions in our CRM
  • Continuously update and maintain internal and external documentation for all aspects of our software and processes

This is not a comprehensive list of possible responsibilities, tasks and duties. There are a variety of other duties that will need to be completed on an as needed basis.

QUALIFICATIONS:

• Customer service experience preferred
• Specialty retail and/or bicycling industry preferred
• Strong communication skills, both written and verbal
• Excellent organizational skills and attention to detail
• Basic understanding of Google Suites, Google Merchant Center, Google Shopping preferred
• Willingness to take initiative and work effectively without close supervision
• Adaptable and flexible with change. 

Limited domestic travel may be a requirement.