About Us
Booksy, the largest and fastest-growing booking platform for appointment-based businesses, aims to connect beauty service providers to their ideal customers and give them the tools they need to thrive. Founded in 2015 in Poland, Booksy's platform’s connects 133K+ business owners to 25+ million customers worldwide.
Booksy offers a dynamic work environment and great career opportunities for people with a variety of skill sets - from IT professionals to marketers, salespeople and customer service specialists. Regardless of the position you hold at Booksy, you make a real impact every day on the product we offer our clients!
What you'll do
As a Customer Success Representative, you will be building relationships, troubleshooting issues, and providing solutions to Booksy’s providers. Your role involves maintaining contact with providers, recommending product features, and providing technical support. You will also be responsible for managing a large volume of calls, emails, and chats while keeping record of interactions.
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Work closely with providers to set up their accounts, troubleshoot issues, identify solutions, and provide technical support during and post-sale.
- Maintain active outreach and engagement with providers by listening to their needs, troubleshooting technical problems, correcting subscriptions, and addressing product and feature questions.
- Provide feature recommendations to support meeting the providers’ business goals, help adopt their clientele and supply accurate and complete information to providers by staying informed on the most up-to-date product features.
- Train providers on all product features over the phone, via SMS, and online chat.
- Find creative approaches to increase provider engagement, successful outreach and upsell various product features.
- Effectively multi-task and manage a large volume of calls, emails, and chats.
- Keep records of provider interactions, inquiries, and concerns via CRM management.
- Deliver timely feedback to the company regarding service issues, bug issues, or provider concerns.
- Identify, develop, and recognize opportunities to improve processes to efficiently manage workflow.
- Analyze churn trends and provider usage data.
- Investigate cases to find out why a provider was blocked from using Boost.
- Educate providers on Boost to ensure they are using the feature properly, make suggestions for the best Boost experience.
- Collect past due Boost fees and help provider re-enabled Boost.
- Assist providers who do not have the correct subscription active.
- Develop relationships with a large portfolio of providers and with the Global CS team in Poland, UK, Brazil and Spain effectively working as a team.
- Maintain operations by following policies and procedures and perform other duties as assigned.
Requirements
- Bilingual - fluent in speaking Spanish
- High School Diploma - or the equivalent
- Minimum of one year of customer interaction, customer support or sales experience with technology/SaaS companies
- Microsoft Office Suite, familiarity with CRM systems and ability to learn new software
- Experience supporting customers using SaaS solutions or internet/mobile products
Benefits
- Health/Dental/Vision
- 401K Match
- Parental Leave Policy
- Unlimited PTO
- Work/Life Balance
- Pet Insurance
- Full time remote
- Compensation: Base salary + monthly commission