Database Performance Specialist - London, United Kingdom - FITR

    FITR
    FITR London, United Kingdom

    3 weeks ago

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    Description
    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.

    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.

    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.

    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.

    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.

    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.

    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.

    You have worked as customer support manager / success manager in a SaaS business previously.
    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.

    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.

    Applicants must be able to converse in written English perfectly.

    Company pension scheme.
    ~ London Kings Cross Office.
    ~ Tuesday, Wednesday, Thursday in the office. Remote Monday and Friday.
    ~ Unlimited holiday allowance.
    ~ Work-life balance.
    ~ Collaborative and fruitful company culture.
    ~ training.