Customer Service Advocate - SugarWOD

  • Full-time

Company Description

SugarWOD is the first social fitness platform for the CrossFit & functional fitness community. We provide a suite of tools that enable a great workout experience for box owners, coaches & everyday athletes in their gym. We also serve a growing community of remote trainers, workout publishers and online fitness communities. SugarWOD was acquired by Zen Planner in 2019 and is now part of the Daxko family of brands.

We are seeking an energized and talented Customer Service Advocate to work alongside our amazing team who are dedicated to both active lifestyles and to helping small businesses flourish.

Job Description

  • Establish, develop, maintain and optimize long-term mutually valuable relationships with our customers 
  • Assist our prospects and customers as they trial, onboard and launch SugarWOD in their gyms  
  • Provide ongoing support as questions and issues arise  
  • Help lead customers to successful implementation of our product, which provides ongoing value to their business and membership  
  • Create support content (FAQs, videos demonstrations, blog posts, webinars, etc.) to scale our self-serve environment 
  • Reactively answer customer questions through a variety of channels, primarily email 
  • Compose thoughtful and personalized responses for a variety of customer requests and provide outstanding support to customers to result in positive brand experience 
  • Help define what success looks like for our customers 
  • Be proactive to anticipate customer needs  
  • Periodically reach out to clients to ensure optimal use and retention of SugarWOD 
  • Stay current on the SugarWOD Marketplace and all of the products our Partners offer 
  • For each area above, have the ability to spot trends and opportunities to enhance self-service environment by writing blog posts, updating FAQ and user guides, creating how-to videos and more! 
  • Have the willingness and ability to cover more specialized support areas as the need arises, I.e. technical, social and Marketplace support  

Qualifications

  • Strong written communication skills with the ability to blend customer empathy with a clear and concise style. 
  • 2+ years of relevant experience in a similar customer-facing role. You know that every bit of work you do makes a real difference in making our customers happy. 
  • Experience with remote collaboration and customer service tools including Zendesk, Drift, Slack, Zoom & Google Drive. 
  • An ability to collaborate closely with team members to provide creative solutions to unique problems. 
  • Strong attention to detail, organization, time-management, and planning skills and the ability to self-manage tasks. 
  • An understanding that what we do helps small business, gyms and online fitness communities serve their membership. We are helping the world get fitter.

    Preferred Qualifications: 
  • Relevant experience with an Account Management or Client Management type role 
  • Experience with Zapier and other integration software 
  • Familiar with CrossFit methodologies 

Additional Information

We truly care for our team members, and this is reflected in our offices, benefits, and great perks. Some of our favorites include: 

  • Flexible paid time off 
  • Affordable health insurance options
  • Monthly fitness reimbursement
  • 401(k) matching
  • 1 month sabbatical every 5 years
  • Casual work environment
  • Plenty of free food and caffeine

Zen Planner is dedicated to pursuing and hiring a diverse workforce. We are committed to diversity in the broadest sense, including thought and perspective, age, ability, nationality, ethnicity, orientation and gender. The skills, perspectives, ideas, and experiences of all of our team members contribute to the vitality and success of our purpose and values.

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