Customer Support Specialist

| Greater Boulder Area

At TrueCoach our mission is to improve the lives of fitness coaches and their clients. We are building tools that have helped over 10,000 coaches worldwide save time, grow their business, and deliver a better experience for their clients.

Being on the frontlines of customer satisfaction takes patience and a great sense of humor, but when the vast majority of our customers love us... negative interactions are few and far between. We’ve got a solid foundation, but we’re just getting started.

TrueCoach is looking for a Customer Support Specialist to join our team in Boulder, Colorado. You are a service-oriented support professional who thinks on their feet, loves going on bug hunts, and approaches conversations with patience, empathy, and the customer’s goal in mind.

As an early stage employee and our first dedicated Support Specialist, you will work closely with the Director of Customer Success to help shape the future of TrueCoach Customer Support.

Your primary focus will be on support conversations that require a more technical eye. As we get close to releasing a fully-integrated payment processing system, you will be a key addition to the Customer Success team, ensuring smooth implementation and that all payment inquiries and issues are resolved. You are a strong cross-team communicator and can quickly identify and triage bugs and issues that arise.

Day-to-Day Role

  • Providing world-class customer support via Intercom Inbox
  • Creation and maintenance of tutorials, screencasts, and content for our written knowledge-base
  • Conducting scheduled 1:1 support calls with customers
  • Identify, communicate, and triage issues (and propose solutions)
  • Assist customers in the implementation of our payments integration

Ideal Candidate

  • 2+ years Customer Support experience in the software industry
  • Has experience working in payment processing systems
  • Is highly patient and empathetic
  • Is detail oriented and a problem-solver by nature
  • Is a creative and effective communicator - with personality!
  • Is passionate about health, fitness, and learning new things
  • Ability to work on-site with the TrueCoach team in Boulder, Colorado

Nice To Haves

  • Familiarity with the product as a coach and/or client
  • Experience with Intercom Inbox
  • Experience with Stripe Payments
  • Experience writing bug reports for a development team

Our Core Values

  • We are customer centric
  • We pursue excellence
  • We are humble
  • We are transparent

Perks

  • Competitive pay and equity
  • 100% health coverage for you and your dependents (Anthem PPO)
  • A monthly health + wellness stipend
  • Paid maternity/paternity leave
  • 10% investment time
  • Quarterly team outings
  • Office snacks
  • Whatever computer equipment you need to get your job done
  • Flexible paid time off
  • Flexible powder day policy - this IS part of why we live in Colorado, right?
  • Flexible work from home policy
  • Relocation assistance
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Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • Ember.jsFrameworks
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • IllustratorDesign
    • InVisionDesign
    • SketchDesign
    • AbstractDesign
    • TrelloManagement

Location

We're located near Downtown Boulder, walking and biking distance from a variety of restaurants and shops, and a short drive to Pearl Street.

An Insider's view of TrueCoach

How would you describe the company’s work-life balance?

One word: balanced!

Want to come in early and leave early? Cool. Need to make an appointment? No sweat. Want to take a quick bike ride in nice weather? Do it. Powder day? Absolutely.

We're able to take advantage of this balance because we know our teammates won’t let us fail. Whether it's during normal working hours or not, our team gets it done.

Hannah

Customer Success Manager

What does your typical day look like?

The nice thing about working at TrueCoach is the variety of different things going on, and you have opportunities to listen in and/or contribute to many topics affecting the company success. All teams work together for the common good. A typical day involves doing your "main" job, plus any other priority that comes up in which you can contribute.

John

iOS Lead

How does the company support your career growth?

TrueCoach has supported my career growth through incredible mentorship, scheduled investment days where we’re able to spend every other Friday working on any growth-oriented project we’d like (ie: learning a new framework, helping w/ open source projects, etc) and through fully comp'ing one conference of our choice each year.

Emilie

Front-End Engineer

How do you make yourself accessible to the rest of the team?

I have regular 1-1's with everybody in the company. We all learn so much from regularly doing these, and if there was one thing I wish I could go back in time and start doing earlier in my career, it'd be the 1-1's.

Casey

Cofounder & CEO

How does the company support your career growth?

The support of pro-dev is one of the many reasons I love working for TrueCoach. With Investment Days, comped conferences, and regular 1:1 meetings, we have a structure for us to pursue our growth. TrueCoach believes strongly in pursuing excellence in all areas, but unlike others, this value permeates our culture because it is unanimously embraced.

Kate

Director of Customer Success

What are TrueCoach Perks + Benefits

TrueCoach Benefits Overview

* Competitive pay and equity
* Health insurance with $0 deductible
* A coach (we believe dog-fooding our own app leads to a better product)
* One conference fully comped per year (+ more if speaking at conferences)
* Paid maternity/paternity leave
* 10% investment time
* Whatever computer equipment you need to get your job done
* Paid time off
* Flexible powder day policy - this IS part of why we live in Colorado, right?
* Dog friendly environment
* Relocation assistance

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
$0 deductible gold level plan
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Free Daily Meals
We do team lunches ~2 times / week
Stocked Kitchen
Some Meals Provided
Parking
Pet Friendly
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
We set aside every other Friday for our "Investment Day"
Online course subscriptions available
Paid industry certifications
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