About Fliteboard
We're on a mission to build the world's most loved electric water-sports brand.
With $80M in annual sales and a loyal community of customers across 90 countries, we have ambitious goals to exceed $200M in sales within the next three years.
Our team is expanding, and this exciting role has become available to help us deliver exceptional experiences to our customers.
The Role
We're seeking a Customer Experience Associate to join our team and help us resolve technical issues, educate customers, and collaborate with internal teams.
This role is pivotal in ensuring customer satisfaction and product excellence.
Key Responsibilities
* Technical Troubleshooting: Diagnose and resolve software and hardware issues efficiently.
* Knowledge Building: Develop and enhance internal and external knowledge resources to empower customers and staff.
* Customer Education: Provide guidance on product fit and maintenance.
* Cross-Selling: Identify opportunities to recommend complementary products.
* Feedback Loop: Collect insights from customers and share them with internal teams.
* Cross-Functional Collaboration: Work closely with Partner Success and Sales teams.
Key Success Measures
* Capacity: Number of tickets solved and overall productivity.
* Velocity: First response time, first contact resolution rate, and average resolution time.
* Quality: Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS).
* Culture: Building effective relationships with senior management and employees.
Qualifications and Experience
* A high school diploma or equivalent; a relevant college degree is preferred.
* Experience in technical support, preferably in hardware or software-related fields.
* Strong technical aptitude with the ability to adapt quickly to new technologies.
* Excellent communication skills with the ability to explain technical concepts.
* Ability to manage multiple tasks effectively and remain resilient under pressure.
* Familiarity with CRM and support ticketing systems.
What You'll Love About Fliteboard
* Creating memorable experiences for our customers.
* Being part of a fast-growing, innovative global brand.
* Working with a talented, diverse, and passionate team.
* Opportunities for growth and development.