Customer Success Agent

Philadelphia, Pennsylvania, United States Full-time

Do you want to join a fast-growing, profitable company that has moved beyond start-up to become a recognized leader in our space? Wodify is on the cutting edge of gym management software with products empowering gyms, members, and coaches around the globe. Connecting the world to the future of fitness is the vision pushing us to cultivate beautiful yet simple software experiences with our product suite — Wodify Core, Wodify Arena, and Wodify Rise. To date, we’ve connected two million people and 4,500 gyms in 90 countries.

As a Customer Success Agent, you join our team as a resource for all things Wodify. CSA team members help our customers learn the ins and outs of using our software all while providing killer support when needed.  This team of Wodify guru’s communicates with users via email, chat and 1 on 1 telephone calls to promptly address their needs and help troubleshoot their issues. This role works directly with our Customer Success Team and Managers to identify trends and help create software that everyone enjoys.

A Day in the Life:

  • Provide amazing service to customers via email, phone, and screen share
  • Lean on your expert product knowledge to help customers learn how to leverage our suite of products
  • Use creative solution-ing to proactively troubleshoot, escalate, and solve customers’ technical problems or business challenges
  • Diffuse tough conversations with customers by leading with empathy, stepping into their shoes and trying to understand the challenges and opportunities they face
  • Lead training calls for new customers before they start using the software, to ensure successful onboarding experience
  • Expand, improve, and maintain our knowledge base of customer help documents
  • Collaborate with sales, onboarding, and marketing to maintain an amazing customer experience throughout the entire customer lifecycle
  • Work closely with our product and engineering teams to provide them with customer feedback and help prioritize bug fixes/feature requests

Knowledge, Skills & Abilities:

  • 2+ years of experience in a customer service or support like role
  • Excellent written and verbal communication skills
  • Team player
  • Strong critical thinking skills
  • High EQ
  • Strong attention to detail and ability to multitask
  • Strong technical aptitude
  • A working knowledge of Microsoft excel skills and is familiar with vlookups, data sorting and logical functions
  • Experience with Zendesk (helpful, but not required)

Education & Training:

  • Bachelor's degree preferred

Benefits:

  • Competitive salary and equity plan
  • Medical, Vision and Dental Insurance plus company-paid disability and life insurance
  • 401(k) plan and FSA
  • Generous PTO and Holiday Calendar
  • Team, social and philanthropy events
  • Weekly healthy meal delivery, subsidized by the company
  • Gym reimbursement and commuter benefits
  • Beautiful office fully stocked with coffee, snacks, and wine on tap

The Application Process:

  1. Fill out the online application form
  2. Look out for an email from us about submiting a video application (here's why we do video applications) and taking a quick wonderlic style test
  3. Come to our office for in person interviews with the team
  4. If we think you're a fit, we'll make an offer

Meet Kali Rivera, our Customer Success Team Leader and get to know a bit about our culture!

 #LI-POST