Core Functions

Receive inbound emails and/or chats from customers to answer questions and resolve technical issues for our products and accurately record customer interactions within the ZenDesk environment.
Support processing refunds and answering accounting-related questions using internal platforms, including Zuora’s Braintree and UserVoice.
Contribute to the knowledge base by creating and maintaining articles that effectively resolve customer questions and technical issues.
Engage the customer to suggest the use of additional products when applicable.
Collaborate cross-functionally within the team and across departments to achieve customer satisfaction goals.
Influence the customer experience by providing feedback on the voice of the customer.
Encourage and assist in the adoption of the ecosystem of products and features where appropriate.
Partner with Marketing, Sales, Product, UX, and Engineering to provide exceptional service for customers.
Submit and manage product issues and bugs to Product and/or Engineering as appropriate.
Contribute to our customer-first approach by being open to assisting clients outside of regular business hours, which may include working occasional evenings and weekends.
Assist in editing and updating technical and FAQ documentation.

Requirements

Passion for endurance sports, health & fitness.
Experience using TrainingPeaks as an athlete and/or a coach.
Ability to troubleshoot and resolve technical software issues via telephone, email, chats, webinars, etc.
Demonstrated effectiveness in verbal and written technical communication.
Superior customer service and problem-solving skills.
Maintaining a calm demeanor during escalated situations.
Ability to flex with changes in inbound contact volume, both seasonally and day-to-day, while also balancing additional duties and tasks.
Strong ability to multitask under minimal supervision.
Technical proficiency with PC and Mac platforms.
Strong organizational and time management skills.

Experience as an endurance athlete.
Experience using downloadable training devices (e.g. Heart rate monitors, GPS devices, power meters) with a working understanding of the data.
Experience using Best Bike Split and/or WKO.
Customer-facing service experience, either in-person, via telephone, or via email/online communication.
Experience with ZenDesk.

The hourly compensation range for this role in Colorado is $14.49-$24.15.
This role is eligible for variable compensation including bonus.
Comprehensive health benefits including medical, dental, and vision insurance; health savings and flexible spending accounts, paid parental leave; and an employee assistance program.
Additional coverage options including Accident & Critical Illness insurance as well as Hospital Indemnity.
Company paid Short Term Disability, Long Term Disability, Basic Life Insurance and AD&D.
Employee-paid Supplemental Life Insurance for Employee, Spouse, and/or Child.
401(K) including a company match.
12 paid holidays annually and discretionary Flexible Time Off.
Free access to our products, corporate discounts, and professional development resources.
Access to the Performance and Recovery Center (PARC), on-site fitness facility, locker rooms and showers.
Employee only access to secure, indoor bike storage and access to e-bikes.
Access to onsite Music and Podcast Studio.