Customer Success Specialist

3 weeks ago

Greater London, United Kingdom FITR Full time

Company - FITR


Personal Trainer Software. The elite all-in-one solution for personal trainers to create and sell fitness, health and lifestyle programs online. FITR is the go-to personal trainer software for individuals, gyms and large fitness brands worldwide.


FITR has grown 300%, 300% and 200% in the last three years and is looking to continue to scale rapidly. With thousands of coaches already using FITR worldwide, including huge names such as Mat Fraser, it is FITR’s goal to grow to 10x its current size. The successful applicant will be joining at a very exciting time in a very fast paced business. 


FITR is also the official personal training software for HYROX affiliates. With FITR, affiliated HYROX Trainers and Gyms get access to program templates, movement videos and other resources provided by HYROX to use and sell in their own programming.


Job Responsibilities


  • Maintaining and managing existing systems to support our customers across each phase of the customer life cycle, as well as evolving and expanding these, from introductory live chat conversations, answering in-bound queries from prospective leads, ongoing support for customers and working with the Marketing team to measure and analyse survey data.
  • Direct initial responsibility for support email and help centre enquiries.
  • Directly onboarding and supporting new customers to ensure they have everything they need to be successful. This includes:
  • Walking through the software with customers, via video links, to help them use the platform to create programs and generate their own revenue.
  • Educating coaches about the most efficient way to use our software with their customers.
  • Working closely with the IT and product support team on any software or product related issues that your customers are experiencing. This includes making sure customers’ needs and wants are communicated internally in the form of new feature requests and identifying bugs or edge cases.
  • Collating and tracking live support tasks with the IT team.
  • Highlight coaches relevant to updating the team ready for new feature launches, in line with requests received. 
  • Create “What's New” messaging.
  • Managing and updating ‘commonly asked questions’ responses.
  • Checking and approving White Label feature App Logo submissions.
  • Inputting new Benchmark requests onto the system.
  • Monitoring and responding to feedback and reviews on TrustPilot and app stores.
  • Updating old, and creating new, help articles hosted on our extensive help centre.
  • Responsible for working closely with the CXO and Sales team on customer churn KPIs and cancellation responses.
  • Collaborating with the Sales team to ensure successful handoffs as part of the post onboarding process and to identify upsell opportunities during the life cycle of the coach account.
  • Keeping your industry and technical knowledge current so that you can best support our customers and any future product launches impacting the customer experience.


Requirements


  • You love what you do. We love what we do, you should too.
  • You have worked as customer support manager / success manager in a SaaS business previously.
  • You have at least two years experience, with a proven track record of delivering exceptional service and preventing customer churn.
  • Knowledge of how to use software tools such as Intercom, Slack and Hubspot.
  • Balance reactive problem-solving with proactive customer outreach with the Sales team, including regularly re-engaging with inactive customers.
  • Strong technical skills and the ability to pick up new technology fast and drive your own learning.
  • The ability to explain concepts and simple terminology for customers with varying to low levels of technical expertise.
  • Knowledge and interest in the world of health and fitness and have ideally worked in this industry before.
  • You’re data driven, with a bias towards action, and you're not afraid to get your hands dirty in support of your customers.
  • Great strong communication skills, both verbal and written, and proven experience supporting customers over video, phone, email and chat.
  • A proven self starter who can problem solve and deal with emerging issues proactively and independently when needed.
  • Great interpersonal skills: you have the ability to gel with our customers, collaborate with our team members and thrive in a rapidly changing environment.
  • Applicants must have the right to work within the UK.
  • Applicants must be able to converse in written English perfectly.


The Details


  • £30,000 base starting salary.
  • Company pension scheme.
  • London Kings Cross Office.
  • Tuesday, Wednesday, Thursday in the office. Remote Monday and Friday.
  • Unlimited holiday allowance.
  • Work-life balance.
  • Fun, relaxed work environment.
  • Collaborative and fruitful company culture.
  • Quarterly socials.


This role will remain open until it has been filled, which means there isn't a particular closing date for applications.

Please include a CV along with recent experience you’re able to share. Tell us about yourself too

Send this to We look forward to hearing from you

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