Customer Success Associate

Customer Success Associate

Jersey based – July 2021

 

Due to recent growth opportunities with some large events and charities choosing to use our platform, we are looking to expand our front line team and hire a new member of our customer success team to be based out of our Jersey office.

 

In this role, you will be our client and user’s main point of contact for all RaceNation and SportsGiving product information and support. You will be responsible for effectively resolving issues, ensuring clients and users are utilising our platform and tools to meet their needs, as well as suggesting key ways to add value to their overall experience.

 

Responsibilities

 

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

  • Understand the client and user needs, answering all inquiries and questions

  • Monitor and manage the RaceNation brand across major social networks (Facebook, LinkedIn, Twitter and Instagram).

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

  • Create 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. 

  • Test new features and report back to the development team

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

 

The Ideal Candidate

 

The successful candidate will work closely with our Client Support and Sales Team, 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, delivering messages that address client needs for additional information

  • Proficiency with technology, including the ability to explain basic Internet 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 Google Analytics would be advantageous, but not required

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

  • Experience in one or more of the following areas; Marketing, Advertising, Sales and/or Recruiting would be welcome, but not required

 

A love of sports and healthy active living is a plus, as is a keen interest in the technology and charity sector. At RaceNation, we work in a friendly, fast-paced and innovative environment, we are ambitious and enthusiastic and are looking for like-minded people to join our team.

 

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

 

Closing date: Thursday 23rd July 2021

 

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