Customer Happiness Specialist
About Us
Team Topia creates software to manage sports leagues, teams, and competitions. Our flagship product, SwimTopia, is the #1 online platform for US Summer/Rec swim teams with over 1,800 teams, and hundreds of thousands of users. We make organizing a team, running a swim meet, or tracking an athlete dramatically easier and more fun. It is tremendously rewarding to hear from friends and family who are using, and loving, the products we build!
The Role
We are hiring a seasonal part time Customer Happiness Specialist, from April through mid-August. The opportunity exists for this position to evolve into a year-round part time position. As a member of our Customer Happiness Team, you’ll support our customer base of swim team volunteers and swim coaches to help them get the most out of our software. The position is remote/work-from-home, with schedule flexibility. The position may require occasional evening and weekend work.
Primary responsibilities will include:
- Developing a well-rounded understanding of our market and customer needs
- Becoming a subject matter expert of SwimTopia’s software and services. Learning will come from current team members, support documentation, and hands-on experimentation.
- Answering customer questions through Zendesk (our support ticketing system), on the phone, and via chat.
- Analyzing issue trends to proactively help resolve future issues and requests
- Taking the initiative to improve processes, solutions and configurations
- Creating video content for our Help Center
- Testing new features and products
- Assisting with team and league onboarding
- High school degree or equivalent
- 1-3 years of experience as a SwimTopia admin
- 1-3 years experience operating Meet Maestro and/or Hy-Tek’s Meet Manager
- Excellent customer service skills that include the ability to explain complex concepts in a straightforward, easy-to-understand manner
- Must be a team-player with adaptability to different personality types.
- Strong written and spoken communication skills
- Quick learner, with strong organizational and time management skills, as well as attention to detail
- Demonstrated skill in troubleshooting and identifying root causes and resolving issues
- Demonstrated ability to manage multiple priorities in a fast-paced environment.
- Drive and eagerness to learn
- Ability to work effectively on a remote team
- Bachelor’s or Associate Degree
- 2-5 years of experience as a SwimTopia admin
- 2-5 years experience operating Meet Maestro and/or Hy-Tek’s Meet Manager
- Experience with year round swim teams (USA Swimming)
- Familiarity with multiple desktop operating systems (e.g. Microsoft Windows, Mac OS), internet browsers, basic computer hardware and networking, mobile apps
- $20-22 per hour, depending on experience
- PTO and sick leave (as accrued)
- 401K matching up to 4%
- Employee Assistance Program (EAP)