Customer Support Specialist
2 weeks ago
**About CGX**
Immerse yourself in the fitness revolution led by CGX. We're more than just a workout app; we are an ecosystem of holistic health curated by globally-acclaimed fitness expert Caroline Girvan. Anchored in evidence-based content, we offer a myriad of custom workouts, nutrition advice, and educational content aimed at redefining your health and wellbeing journey. At CGX, we go beyond fitness; we are a community committed to empowering your strongest, healthiest self.
**Role overview**
Join us as a part-time Customer Support Specialist — a cornerstone role in enhancing our community's experience. You will serve as the first point of contact, turning queries into solutions and delivering empathetic, efficient support that fosters long-term customer relationships.
This is a flexible 16-hours per week role covering 4 days a week: Friday, Saturday, Sunday, and Monday.
**Key responsibilities**
- Offer first-rate customer support through Zendesk, focusing on swift and accurate resolution while building meaningful relationships with customers
- Master our multi-platform app across iOS, Android, AirPlay, Chromecast, and web, to provide articulate and accurate support
- Work with customers to understand their needs, ensuring that they harness the full potential of what CGX offers
- Translate technical jargon into plain language for a customer audience with varying levels of tech knowledge
- Collaborate closely with the Customer Success Lead other team members in the Customer Support team, and cross-functional teams like Product and Engineering
- Keep on top of internal processes through our guides on Notion and maintain clear internal communication through Slack
- Provide customer insights to inform continuous product refinement and strategic adjustments
**Requirements**:
- A minimum of 2 years in a technical customer support role
- Hands-on experience with Zendesk or equivalent customer support software
- Confidence across iOS, Android, AirPlay, Chromecast, and web platforms
- Adept at working efficiently and effectively within the fluid dynamics of a start-up
**Personal skills**
- Exceptional verbal and written communication skills
- Emotional intelligence
- Empathetic
- Efficient
- Problem solver
- Diagnostic skills
- Integrity
**What we offer**
- A culture where your voice is valued and input is encouraged
- Opportunity to work closely with a vibrant and dedicated team
- Direct impact on both user experience and company trajectory
- Comprehensive onboarding to set you up for success
- Hybrid work environment (although we will ask you to work from the office throughout your onboarding period)
- Access to state-of-the-art gym facilities
**Performance metrics**
Your success in this role will be evaluated based on the following:
- The quality and coherence of your customer interactions
- Number of tickets handled daily
- Time-to-resolution metrics for queries you can directly address
- Feedback scores from customer satisfaction surveys
CGX offers an equitable and inclusive work culture and does not discriminate based on age, gender, race, sexual orientation, or national origin. We invite you to be a part of our journey toward redefining the future of fitness and well-being.
**Job Type**: Part-time
**Salary**: £11.80-£13.30 per hour
Expected hours: 16 per week
**Benefits**:
- Casual dress
- Flexitime
- On-site gym
- Sick pay
- Transport links
- Work from home
Schedule:
- Every weekend
- Flexitime
Application question(s):
- Do you have experience using Zendesk or a similar CRM / ticket handling system?
- Will you be able to commute to Belfast for the onboarding period and when team members are required in the office?
**Experience**:
- technical customer service: 1 year (required)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Belfast
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