Trainerize Customer Support

It’s fun to work in a company where people truly BELIEVE in what they’re doing!

We’re committed to bringing passion and customer focus to the business.

Job Description

Trainerize

About Trainerize Powered By ABC

Trainerize powered by ABC (www.trainerize.com) is looking to add to our growing team of Trainerize Coaches to take care of our customers. This is an exciting opportunity to join a fast-growing technology company making waves in the fitness industry. This position is currently remote for the foreseeable future however you must be currently living in Vancouver, Canada (British Columbia). Once everyone is back in the office, this position will be based out of our beautiful Yaletown location.

Trainerize customers are fitness businesses and professionals, and our goal is to make them more accessible to more people in the world. Trainerize powered by ABC is an integral part of ABC Fitness Solutions’ club management solution, enabling fitness businesses to train, coach, encourage and hold clients and members accountable to achieve their goals.

ABC Fitness Solutions: Our core is your strength

ABC Fitness Solutions (www.abcfitness.com) is the premier provider of software and related services for the fitness industry, and has built a reputation for excellence in support for clubs and their members. ABC is the trusted provider to boost performance and create a total fitness experience for members of clubs of all sizes whether a multi-location chain, franchise or an independent gym.

Summary

This is an opportunity to join a fast growing fitness technology company making waves in the fitness industry. Trainerize (www.trainerize.com) is looking to add to our growing team of Trainerize Coaches to take care of our customers and deliver non stop delight! Our customers are fitness professionals, and our mission is to make them more accessible to more people in the world.

The ideal candidate loves speaking with customers, has done a customer service role in a fast growing internet SaaS company, and thrives off startup excitement.

Responsibilities:

You will be the first line of response to our customers over phone, email, and chat. Each conversation will have different goals, driven by playbooks.

• Trial Support: All customers go through a free trial, and during the trial they’ll have questions. Your job will be to answer their question or troubleshoot their issue, and then coach them on understanding why Trainerize is amazing for their business
• Onboarding: When a new paid customer signs up, you’ll connect with them over an online session, ask the right questions and set them up for success via product setup and training
• Customer Out-Reach: We obsess over churn, and figure out which of our customers are likely to churn. You’ll then reach out to those customers, and help them discover a world of value Trainerize offers which they weren’t even aware of
• Customer Support: This is first priority, and you’ll respond to customers using the playbooks. First answer the question they asked, and then use the playbook to understand how to position a relevant conversation.
• Customer Feedback: You’ll be the voice of the customer escalating problems and feature requests making our product better. Our dev team LOVES feedback
• Webinars: Deliver one to many webinars, to provide coaching and education to improve adoption of the Trainerize product by each and every customer
• Mastering Trainerize, and learning it inside out.

Your Profile:

• You are comfortable with technology and can connect business goals to tech.
• You have excellent communication skills.
• You are organized, love problem solving, and multi-tasking comes naturally.
• You get excited instead of overwhelmed by the thought of speaking to 100s of customers.

Bonus Skills and Experience:

• Fitness related background
• Bachelor’s Degree
• Experience using: ZenDesk, Hubspot, Slack
• Experience in Customer Success from a SaaS software company

If you’ve got what we’re looking for, apply with a quick blurb on why you’d be perfect for this job, attach your resume, and include all areas where you’re present on social media (LinkedIn, Twitter, YouTube, Blogs, etc).

Benefits & Perks:

• Extended health care
• Vision care
• Vacation & paid time off
• Dental care
• Learning & Development
• Gym/Fitness Stipend
• Company-paid Mental Wellness Day off
• Company-paid Community Time off
• Remote

If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!