Customer Experience Specialist

‍Our company

Clubspark is a global leader in sports technology and growing rapidly! With teams in Melbourne, London, and Orlando. We are on a mission to help people discover sports and activities for better, healthier lives and communities. It's an exciting time to join us!

The Clubspark platform supports venues and coaches in sports including tennis, cricket, athletics, and triathlon. Our global clients include some of the most famous sports organisations in the world like Tennis Australia, Tennis New Zealand, LTA, USTA, ITF, ECB, FA & many more.

About the role

As someone passionate about sports, Tennis in particular and technology, you will be charged with creating a culture of partnership with our clients, acting as a trusted advisor and advocate. The role will have two clear focus areas; growth and service.

Where appropriate, you will work directly with some of our partner's customers to onboard and grow the user base, as well as optimise and improve the usage and engagement of the platform with existing customers. You will also be fundamental to the growth of our product within the region, providing a strong level of detail to prospective clients on how our tools can help them achieve their objectives.

With our broader customer service team looking after day-to-day customer enquiries, you will focus on supporting our partners with more complex queries and issues, looking to resolve or escalate in a timely and friendly manner. You will become a product expert and the go-to person in the region for an in-depth understanding of the platform.

About you

• Highly customer-centric and always willing to go the extra mile to assist our awesome clients!
• Can see the big picture but will deep dive in the detail to get things done
• Love to work with people and always take the collaborative path
• Outstanding communicator and a great team player
• Always learning, staying relevant and offering your ideas, insight, and tips
• You will have a keen eye for detail and be able to work through highly complex processes
• Growth oriented individual who is always seeking out new opportunities to make progress

Key Responsibilities

• Build and maintain excellent working relationships with our APAC partners
• Ensure partners are receiving quality support, leading to a first class product experience
• Be the main point of contact to support our partners with detailed, complex or escalated queries
• Assign reported issues to relevant teams to resolve, ensuring continual clients communication
• Analyse and devise solutions (including the use of self-help tools) to reduce inbound enquiries
• Develop customer communications to drive proactive support and deep end engagement
• Establish, manage and deliver webinars and clinics to grow and deepen customer engagement
• Contribute to the development of our extensive library of customer support guides
• Work with Marketing to plan, execute and build excitement about releases and growth activities
• Establish and maintain expert user groups to improve the customer experience
• Lead the overall customer growth strategy focusing on onboarding and deep end user engagement
• Analyse and identify best practice, and areas of further engagement with our partners
• Determine the best client use cases for the local market based on their business needs and strategies
• Ensure our customers derive quantifiable business value from the platform for their stakeholders
• Work closely with the Product team and help shape our product roadmap
• Manage annual plans for each of our clients that also communicates priorities throughout our business
• Work with prospective clients to detail how our products can help them achieve their objectives

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Great if you also have

• Interest in or previous experience of working in Sports
• Knowledge of competitive tennis and competition
• Previous experience of working across a global company
• Previous experience working in a Tech scaleup environment
• Knowledge and previous use of Zendesk
• Knowledge and previous use of Hubspot
• Bachelor's degree (or equivalent experience)
• Previous experience working in a software company
• Previous experience working in tennis

Benefits

We are committed to making ClubSpark a fantastic place to work and we go to great lengths to support our health/wellbeing and give you what you need to succeed. You will receive:

• 26 days holiday (pro rated) + public holidays
• Life assurance (up to 3 times basic salary)
• ‘Get Active Scheme’ annual allowance (for you / your children)
• Mental Health Sick Day Policy – good mental health is just as important as our physical health!
• Flexible working options / remote working - please note this role is part-time (c30 hours per week)
• Opportunities to learn and focus on your career growth
• A focused, friendly, and rapidly growing environment where your input and well-being (for you and your family) come first

The company is not offering immigration sponsorship with this role.

Further questions and/or application (resume and cover letter) to careers@clubspark.com

Applicants may be shortlisted and contacted prior to the application process closing.

Clubspark is proud to be an equal-opportunity workplace committed to building a team culture that celebrates diversity and inclusion.

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• No recruitment agencies please
• Please attach a copy of your CV/Resume, covering letter and a link to your portfolio (if you have one). If you would like an informal chat about this role please email your contact details.