CX Specialist

Given our exciting and progressive growth plans, we are looking for an exceptional B2B Software Support Specialist to come and join our global Software as a service business. Working collaboratively with partners, you will be accountable for Support tickets and communicate via different channels email, voice/phone, live chat, Social Media, WhatsApp, and SMS at Fresha. This is a great opportunity for someone looking to work in a fast-paced and changing environment, who likes to work autonomously, enjoys a challenge and wants to make an impact. Delight our partners and their clients: Resolve support tickets and partner contacts (from various channels and sources) using our ticketing system Hubspot, and support our partner s clients Identify the root cause of issues and problems our partners are experiencing and proactively flag recurring issues, bugs and contact trends to your TL and the Fresha product teams Take a consultative approach to supporting our partners to make sure they are getting the most out of our software to drive partner retention Find creative solutions to partner problems and identify opportunities to improve our partners experience with Fresha and to generate more revenue for the business Be a proactive problem solver, going the extra mile to delight our partners Testing & Investigating: Proactively test and investigate problems that our partners raise in our software Reproduce the issues and problems in your own test account and test solutions to the problem that you are solving Maintain your own test account and make sure all features and functionality are up to date, active and usable for testing purposes High Performance: Be a high performer in the team, exceeding expectations in product knowledge, KPI achievement and living the values of Fresha Adhere to our Service Level Agreement (SLA) and prioritise timely resolution of tickets Take responsibility for your own performance and development, constantly learning and developing in the role and progressing through the CX structure Support your CX colleagues to achieve their targets and become high performers Constantly strive to raise the standards across the team to create a high performing culture How to be successful at Fresha: Curious problem solver , you want to get to the root cause of problems and find creative solutions to exceed our partners expectations Passionate about delighting our partners and their clients so they never want to leave Fresha and advocate for the brand Deliver high quality written responses in English to partner questions and queries Technical mindset , comfortable using, navigating and explaining how to use our multifaceted Health and wellness software Ability to work at pace , continually learning as our software continue to grow and evolve Comfortable dealing with ambiguity and learning through testing and using the product Enthusiasm, positivity and a can do attitude Comfortable taking feedback on board , applying it to your daily activities and demonstrating humility