Customer Success Specialist
Punchpass, New Zealand
Job Description
Wanted: A Customer Success Specialist who loves helping small business owners in the yoga amp; fitness industry!
Punchpass provides booking software primarily used by fitness, yoga, pilates, and dance studios. Founded in 2013, we support a wide variety of businesses in over 50 countries. Everyone on our small team works remotely - from Vermont, Maine, New York, South Carolina, Australia, Montreal, and Mexico.
With thousands of users around the globe we’re looking for another exceptional individual to join our customer support team so we can continue to provide the incredible support that we’re known for (and take pride in!). The reviews on our website speak for themselves - you can check them out here!
We’re currently looking for someone with experience in customer support (preferably online), who is comfortable with technology and is looking for a challenging but rewarding place to work. The majority of our communication with customers (and each other!) is written so it’s important that you can express yourself clearly and get the right message across online (we’re definitely fans of a well-timed emoji or GIF!). We’ll also need you to lead scheduled pre-sales and customer support calls via Zoom, so you’ll need to be able to confidently speak to clients and guide them through a Punchpass demo and any specific questions that they have.
In this role, you’ll support and educate potential clients as they get to know Punchpass and decide whether it’s going to be the right software solution for their business. We’ve found offering as much hands-on help as we can during their discovery process really helps - that’s where you’ll come in. Our more established clients will be expecting you to have a depth of knowledge about Punchpass, great investigative and problem-solving skills and a willingness to understand how they run their business so that you can recommend the right Punchpass features and workflows (and confidently show them how those options work).
How We Work
Strong, clear communication skills are required for this position, as we are 100% remote. The primary tools we use for team communication are Slack, Linear, Notion, and Zoom. Customer support communication is primarily facilitated through Intercom and Hubspot.
Team members work from wherever they like - home, co-working spots, small offices, etc. While we do have some requirements around work schedule (to make sure we have enough support coverage), it’s a very flexible place to work. Gotta walk the dog real quick? Go for it!
Team meetings happen once or twice a week and may be made up of different groups, depending on each team’s current priorities and projects. Depending on your location you may be asked to occasionally jump on a team call that is outside your 'normal' hours.
Over the years we've found a nice balance between feeling connected to your teammates (you're not on an island!) but having the flexibility and autonomy to do your job effectively AND deal with all the fun changes life throws our way We’re genuinely focused on having a healthy, sustainable, remote culture.
What makes Punchpass different from other opportunities?
- We've been around a long time (over 10 years!) so we have a successful, stable business. But there are still LOTS of opportunities to grow.
- We are small team and you’ll have a strong voice in any discussion.
- Bootstrapped and profitable - no VC/Investor growth pressure here.
- Our work matters. Every day we hear from customers whose businesses have been fundamentally changed for the better by Punchpass. We have real connections with our customers and we love that we get to help small business owners succeed on their own terms.
Your First 90 Days At Punchpass:
You’ll start out working alongside the current support team - getting to know our tools and workflows, observing how we respond to our clients and working out how to find help when you need it. Once you’re up to speed with the software, we’ll have you responding to questions in the online support chat (from new and established clients). After you’re comfortable in the chat we’ll add in hosting service calls (via Zoom), plus helping out with other support tasks as needed.
During your work supporting our clients you’ll also need to engage effectively with the Punchpass tech team to help diagnose and resolve bugs and other issues, while keeping the affected client in the loop.
Requirements
Where Should You Be?
For this position we’re primarily considering candidates in western North America, Hawaii, and New Zealand due to the needs of our client base. However if you’re outside of those areas and think you’d be a great fit (and/or you’re interested in working outside of a regular 9-5), please don’t hesitate to apply!
This role ca