DaySmart is a provider of business management software that specializes in providing scheduling and workflow solutions to businesses around the world. We provide award-winning business software to thousands of users in a variety of industries.

We are currently adding a Sr. Customer Onboarding Specialist who will support our TeamUp clients and software. This will be a remote position based in the UK. Our TeamUp software (goteamup.com) is an all-in-one business management software solution for independent fitness gyms, studios and boxes. Our customers include CrossFit gyms, yoga and pilates studios, martial arts centres, personal trainers and more. We are passionate about helping our clients have the best experience possible. Since 2012, TeamUp has helped thousands of businesses take control of payments, scheduling, and member management

Responsibilities

You will be responsible for helping new leads set up their TeamUp account ready for their go live date. You will be managing data migrations from competitor platforms to TeamUp, so a keen eye for data analysis and excel is a must alongside excellent attention to detail. You’ll play an integral part in what we do to cement long-term happy relationships with our customers. Ultimately, you will help maintain our reputation as a company that offers excellent and friendly support.

• Help new leads set up their TeamUp account by identifying customer needs and matching their requirements to our software.
• Thoroughness in ensuring all aspects of the onboarding process are executed accurately and efficiently.
• Manage data migrations from competitor platforms to TeamUp, including requirement gathering, data analysis and data editing in excel, clear communication of next steps, and completing the migration using our import tools.
• Respond to customer queries in a timely and accurate way via phone, email, video, or chat.
• Proactively check customer accounts and reach out to anyone in need of additional help or who might be going cold.
• Follow up with customers to ensure their technical issues are resolved.
• Act as the voice of the customer, with regular internal updates about feature requests and technical roadblocks.
• Contribute towards writing internal and public facing help guides.
• Help to maintain a high standard of customer satisfaction.
• Mentor and train junior onboarding specialists, sharing knowledge and expertise to improve team performance.
• Analyze data related to onboarding processes to identify areas for improvement and optimize performance.
• Collaborate with cross-functional teams such as sales, product, and customer support to ensure a smooth transition for customers during onboarding.

Requirements

• 3+ years in similar roles (onboarding or customer service responding to customer queries via phone, email, video, or chat).
• Proficiency in analyzing data related to onboarding processes to identify areas for improvement and optimize performance.
• Must be available to work Monday-Friday 9am - 5:30pm UK hours.
• Computer literacy and experience working in the software industry.
• Proficiency in excel data analysis, formulas, and formatting.
• Excellent attention to detail.
• Strong aptitude for technical software products.
• Ability to listen to and engage potential customers by phone, e-mail, chat, video, to quickly understand their requirements.
• Native-level English proficiency with excellent written and spoken communication skills
• Multi-tasking abilities.
• Impeccable customer services skills and determination for every customer to have a great experience with TeamUp, paired with a desire to take responsibility for the customers you are helping.
• Experience and patience in handling negative feedback, unhappy customers, cancellation requests, and triaging escalations.
• Ability to help support team members. Is happy to give direct and constructive feedback.
• Comfortable sharing new ideas and processes in order to deliver above and beyond customer support.
• Ability to work on a team across multiple time-zones and cultures.
• Experience working in a remote environment.
• Experience working with fitness businesses is a plus.

Hours

• Monday - Friday 9am to 5:30pm UK Time Zone

Salary

The salary for this role is £42,000 to £48,000. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc.

What We Offer

• Competitive salary and benefits.
• Fitness membership reimbursement.
• Open PTO and a generous paid holiday schedule.
• Supportive work environment with the flexibility to work where/how you want.
• Opportunities to ensure you are always learning and growing.

DaySmart is committed to creating a diverse employee environment and is a proud equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, age, or veteran status.

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