Customer Support

3 days ago

Tauranga Central, New Zealand Frello Limited Full time

Customer Support & Success Representative

Are you passionate about sports and communities, and enjoy solving problems in a fast-paced environment? Join our team as a Customer Support & Success Representative for our innovative club management software at Frello

At Frello, we transform club management, from scheduling and payments to member engagement. As the first point of contact for customers, you'll provide crucial support and guidance to ensure their success.

Position Overview:

As a Customer Success Representative, you'll guide clients through onboarding, respond to queries, troubleshoot issues, and work with our wider business to enhance customer satisfaction.

This role offers great potential for career growth, with opportunities to advance into other areas of the business.

Key Responsibilities:

  • Guide users through onboarding and setup processes.
  • Respond to customer inquiries via email, chat, and phone.
  • Provide basic troubleshooting and software support.
  • Track open tickets and ensure timely issue resolution.
  • Create user resources like FAQs and tutorials.
  • Communicate customer feedback to the product team.
  • Stay updated on new features to assist customers effectively.

About You:

  • Empathetic, customer-centric, and passionate about helping others succeed.
  • Excellent communicator with the ability to simplify complex issues.
  • Problem solver who thrives in challenging situations and fast-paced environments.
  • Detail-oriented and highly organised.
  • Team player driven by customer success.

Qualifications:

  • Experience in customer service or client-facing roles.
  • Comfortable with technology and software tools.
  • Strong communication and troubleshooting skills.
  • Ability to manage multiple tasks efficiently in a fast-paced environment.
  • Proactive, willing to learn, and grow in the role.

Advantageous but not essential:

  • Familiarity with CRM tools.
  • Club administration experience.
  • Familiarity with Friendly Manager club management software.
  • Familiarity with Xero.

We Offer:

  • Competitive salary and excellent work life balance.
  • Health and Wellbeing allowance.
  • Modern, open-plan office in Tauranga's CBD.
  • The opportunity to help build vibrant communities.

Who We Are:

Frello is a SaaS member management company with two (Hello Club & Friendly Manager) platforms powering over 700 clubs and organisations worldwide. Based in Tauranga, we are a dynamic, fun team committed to making club management easier.

How to Apply:

If you're excited about customer service and supporting club and community growth, we'd love to hear from you

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