Customer Support Agent // Glofox

Customer Support Agent

Glofox is an exciting, fast paced SAAS company, servicing gym and fitness studio owners across more than 20 countries. The 28 strong team is growing rapidly from our Dublin base, with no sign of slowing down. We have a mission of becoming the backbone of the fitness industry by providing innovative software that saves time, increases retention and ultimately, helps studio and gym owners become more successful.

We are planning on doubling our growth in 2017 and to maintain our excellent customer service, we are now seeking to expand our Customer Support Team.

Purpose

Accountable for supporting our diverse customer base predominantly by email but also by phone.

Accountable for owning customer support issues all the way from initial contact right through until resolution.

Working Hours

Glofox services an international market place so the successful applicant will be required to work shifts on selected days during the week and potentially a weekend day on rotation. Please note that this is not a remote position.

Day to Day Responsibilities:

  • Provide excellent easy to understand support throughout our various support channels.
  • Identify potential technical issues and report same to our product team.
  • Communicate resolution of issues clearly and effectively to clients.
  • Contributing to our knowledge base and taking own initiative in respect of articles and saved replies.
  • Building positive working relationships with our diverse customer base.
  • Identify and take ownership of problems or issues within a customer and work with the customer to mitigate or resolve them
  • Demonstrate product capability and functionality
  • Work with our customers and our product management team to identify new features that will make our product more valuable to our customers
  • Maintain customer and update details in our CRM

Skills:

  • Excellent customer relationship skills
  • Strong levels of empathy and ability to really understand the customer’s pain
  • Ability to understand how business management software can solve business problems
  • Commercially astute
  • Experienced in successful customer management by phone
  • Understanding of SaaS based business models and cloud based solutions
  • Understanding of CRMs and support ticket management software
  • Experience in fitness related industries highly desirable however not required
  • Two or more years’ experience in a Customer Service role for a software company
  • Two or more years’ experience in a customer phone based role

Education & Professional Accreditations

Ideally degree level education or equivalent relevant experience.

Location

The role will be office based in our new office in Sandyford, South County Dublin

What can Glofox offer the successful candidate?

The successful candidate will get to work for one of Ireland’s fastest growing SaaS companies. We sell to a global market and this is a great opportunity to operate at an International Level. Along with a competitive salary, we will provide excellent personal development and coaching to enhance your Customer Support skills.

To apply please send your CV to careers@glofox.com

Customer Success Manager // Glofox

Customer Success Manager

Glofox is an exciting, fast paced SAAS company, servicing gym and fitness studio owners across more than 20 countries. The 28 strong team is growing rapidly from our Dublin base, with no sign of slowing down! We have a mission of becoming the backbone of the fitness industry by providing innovative software that saves time, increases retention and ultimately, helps studio and gym owners become more successful.

We are planning on doubling our growth in 2017 and to maintain our excellent customer service, we are now seeking to expand our Customer Success Team.

Purpose

You will be accountable for ensuring that our customers are onboarded correctly and successfully adopt the product. You will become a trusted advisor to the customer.

You will be accountable for retaining a portfolio of customers, preventing customer churn and identifying and closing upsell opportunities with existing customers.

Working hours

Glofox services an international market place so the successful applicant will be required to work shifts on selected days during the week. Please note that this is not a remote position.

Day to Day Responsibilities:

  • Build trust and long term relationships with all Glofox users within the customer organisation.
  • Identify and influence decision makers responsible for the use of Glofox solutions within customer organisations.
  • Provide On-Boarding, Training and on-going customer support for assigned customers.
  • Track and monitor customer’s account status and identify any areas of concern.
  • Work jointly with the customer to develop a Customer Success Plan for nominated customers.
  • Harvest Customer Success Stories and testimonials from customers capturing business outcomes.
  • Identify and take ownership of problems or issues within a customer and work with the customer to mitigate or resolve them.
  • Demonstrate product capability, functionality and potential business outcomes.
  • Work with our customers and our product management team to identify new features that will make our product more valuable to our customers.
  • Maintain customer and product usage intelligence in our CRM.

Skills

  • Excellent customer relationship and consultative sales skills.
  • Ability to understand how business management software can solve business problems.
  • Commercially astute.
  • Experienced in successful customer management by phone.
  • Strong negotiation skills.
  • Good understanding of fitness industry and of existing customers and their business.
  • Understanding of SaaS based business models and cloud based solutions.

Experience:

  • Two or more years’ experience in the role of Customer Success Manager or Customer Service role.
  • Experience in fitness related industries highly desirable however not required.
  • Two or more years’ experience in a customer phone based role.
  • Experience of requirements gathering, i.e. understanding a customer’s needs and developing appropriate solutions to meet those needs.
  • Candidates with strong Customer Service experience and willing to move into a Customer Success Role will be considered.

Education & Professional Accreditations

Ideally degree level education or equivalent relevant experience.

Location

The role will be office based in our new office in Sandyford, South County Dublin

What can Glofox offer the successful candidate?

The successful candidate will get to work for one of Ireland’s fastest growing SaaS companies. We sell to a global market and this is a great opportunity to operate at an International Level. Along with a competitive salary, we will provide excellent personal development and coaching to enhance your Customer Success leadership skills.

To apply please send your CV to careers@glofox.com

Financial Planning and Analysis Manager // Glofox

For our Dublin team we are searching for a Financial Planning and Analysis Manager.

Glofox is a rapidly growing Irish startup. Our aim is to help gyms and fitness studio owners around the world succeed in their business by fundamentally changing the way they engage with and manage their members.

This is a unique opportunity to join a high growth startup in a niche but expanding technology space. Our vision is to leverage technology to build solutions that help improve the fitness and wellness of people globally. To do this we are providing business owners with the tools required to grow and succeed. We want someone who is excited and passionate about joining that journey.

Requirements and Responsibilities:

  • Help to prepare monthly, quarterly and annual reports
  • Set up and improve finance processes
  • Prepare and publish timely monthly financial statements
  • Support month-end and year-end close process
  • Contract Management
  • Payroll Oversight and Maintenance.
  • General financial related administrative duties
  • Bank payments of suppliers
  • Quarterly VAT returns
  • Quarterly preparation of board financial reporting materials

Your Profile:

  • A recognised accounting qualification or be in the process of acquiring one
  • A can-do attitude, with strong motivation to get things done
  • Excellent organisational skills to manage multiple projects at once seamlessly
  • Ability to think independently and work collaboratively
  • Exceptional attention to detail
  • Experience in similar account and book keeping roles.
  • Good IT skills, with excellent knowledge of Excel and Google Drive

​We offer you:

  • A world class team with a world class product in an amazing industry
  • A fantastic working environment (incl free gym membership)
  • Competitive Salary plus ability to earn equity
  • Ability to work with the brightest most ambitious team on a mission to help fitness entrepreneurs win!

This is your chance to join a high growth startup in a niche, yet expanding technology space. We want someone who is passionate, determined and excited about joining us on this journey. By the way we’re fully funded by a number of Europe’s top VCs – read more here: Glofox funding news

Apply:

We look forward to receiving your application (cover letter, CV, and references) as well as your salary requirements and earliest possible starting date. Please send an e-mail containing this information to: careers@glofox.com