Customer Success Associate

Jersey based – October 2022


Following recent growth opportunities and the exciting launch of our standalone SportsGiving fundraising platform, we are looking to expand our front-line team and hire a new member to support our Jersey based customer success team.


In this role, you will be our clients’ and users’ main point of contact for all RaceNation and SportsGiving product information and support. You will be responsible for ensuring customers have a complete, cohesive customer experience by identifying their needs, assisting them in resolving any issues and suggesting keyways to add value to their overall experience.


Responsibilities

  • Provide an exceptional customer and user experience service via phone, email, and live chat

  • Understand the client and user needs, and efficiently respond to all inquiries, questions and comments

  • Ensuring clients and users are utilising our platform and tools to meet their needs

  • Supporting the current Customer Support Associates team on a day-to-day basis

  • Document all communication with users and accounts accurately and in a timely manner via HubSpot (CRM)

  • Assist with creating and maintain our knowledge base documentation on ‘Help Scout’. 

  • Act as a trusted advisor to Event Organisers and help set up events for our enterprise clients. 

  • Develop and maintain an exceptional understanding of the RaceNation/SportsGiving products and features through ongoing training while being keenly aware of industry trends.


The Ideal Candidate


The successful candidate will work closely with our Client Support, Sales and Marketing Teams, with some company representation and travel opportunities to some key events possible once settled into the new job.


We would expect the new Member of our staff to have:

  • Excellent verbal and written communication skills

  • Work experience in dealing with customer-facing or customer service roles

  • A high degree of technology skills, including the ability to explain Internet and platform features and functionality to customers via telephone, email, and chat

  • Knowledge of MS Office (Outlook, Word, PowerPoint and Excel)

  • Experience in technical and product support/troubleshooting

  • Experience in Adobe Photoshop would be great, but not required

  • Experience in Marketing, Advertising, Sales and/or Recruiting would be welcome, but not required


A love of sports and healthy and active living is a plus, as is a keen interest in the technology and charity sector. Experience within our industry as a volunteer, fundraiser or similar would be favourable.


At RaceNation, we work in a friendly, fun, fast-paced, and innovative environment, we are ambitious and enthusiastic and are looking for a like-minded person to join our team.


Salary: A competitive salary will be offered depending on experience.


Closing date: 9th November 2022

To apply for this role please email: recruitment@race-nation.com in the first instance with a copy of your CV and covering letter.