Fresha7mo ago

Customer Experience/Technical Support Specialist

United Arab Emirates·DubaiFull-timemid

Customer SupportTechnical Support SpecialistCustomer SuccessCustomer Experience

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Quick Summary

Overview

The AI-powered OS for beauty, wellness and self-care About FreshaFresha is the AI-powered operating system for the global beauty, wellness and self-care industry, connecting and powering everything from salons and barbers to spas, medspas, fitness studios and health practices.Trusted by millions…

Technical Tools

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The AI-powered OS for beauty,

wellness and self-care

About Fresha

Fresha is the AI-powered operating system for the global beauty, wellness and self-care industry, connecting and powering everything from salons and barbers to spas, medspas, fitness studios and health practices.

Trusted by millions of consumers and businesses worldwide. Fresha is used by 140,000+ businesses and 450,000+ stylists and professionals worldwide, processing over 1 billion appointments to date.

The company is headquartered in London, United Kingdom, with 15 global offices located across North America, EMEA and APAC.

Fresha allows consumers to discover, book and pay for beauty and wellness appointments with local businesses via its marketplace, while beauty and wellness businesses and professionals use an all-in-one platform to manage their entire operations with an intuitive business software and financial technology solutions.

Fresha’s ecosystem gives merchants everything they need to run their business seamlessly by facilitating appointment bookings, point-of-sale, customer records management, marketing automation, loyalty, beauty products inventory and team management.

The consumer marketplace unlocks revenue potential for partner businesses by leveraging the power of online bookings and automated marketing through mobile apps and advanced integrations with major tech brands including Instagram, Facebook and Google.

Role overview

Given our exciting and progressive growth plans, we are looking for an exceptional B2B Software Support Specialist to come and join our global Software as a service business.

Working collaboratively with partners, you will be accountable for Support tickets and communicate via different channels email, voice/phone, live chat, Social Media, WhatsApp, and SMS at Fresha.

This is a great opportunity for someone looking to work in a fast-paced and changing environment, who likes to work autonomously, enjoys a challenge and wants to make an impact.

Resolve support tickets and partner contacts (from various channels and sources) using our ticketing system Hubspot, and support our partner’s clients

Identify the root cause of issues and problems our partners are experiencing and proactively flag recurring issues, bugs and contact trends to your TL and the Fresha product teams

Take a consultative approach to supporting our partners to make sure they are getting the most out of our software to drive partner retention

Find creative solutions to partner problems and identify opportunities to improve our partners experience with Fresha and to generate more revenue for the business

Be a proactive problem solver, going the extra mile to delight our partners

Proactively test and investigate problems that our partners raise in our software

Reproduce the issues and problems in your own test account and test solutions to the problem that you are solving

Maintain your own test account and make sure all features and functionality are up to date, active and usable for testing purposes

Be a high performer in the team, exceeding expectations in product knowledge, KPI achievement and living the values of Fresha

Adhere to our Service Level Agreement (SLA) and prioritise timely resolution of tickets

Take responsibility for your own performance and development, constantly learning and developing in the role and progressing through the CX structure

Support your CX colleagues to achieve their targets and become high performers

Constantly strive to raise the standards across the team to create a high performing culture

Curious problem solver, you want to get to the root cause of problems and find creative solutions to exceed our partners expectations

Passionate about delighting our partners and their clients so they never want to leave Fresha and advocate for the brand

Deliver high quality written responses in English to partner questions and queries

Technical mindset, comfortable using, navigating and explaining how to use our multifaceted Health and wellness software

Ability to work at pace, continually learning as our software continue to grow and evolve

Comfortable dealing with ambiguity and learning through testing and using the product

Enthusiasm, positivity and a can do attitude

Comfortable taking feedback on board, applying it to your daily activities and demonstrating humility

Inclusive workforce

At Fresha, we are creating a culture where individuals of all backgrounds feel comfortable.

We want all Fresha people to feel included and truly empowered to contribute fully to our vision and goals. Everyone who applies will receive fair consideration for employment.

We do not discriminate based on race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying.

If you have any accessibility requirements that would make you more comfortable during the interview process and/or once you join, please let us know so that we can support you.