Customer Experience Specialist

Job Description

About in2

in2 is an end-to-end sports management solution that empowers sports businesses to unlock their full potential.

Since our founding in 2018, hundreds of leading sports businesses and solopreneurs have depended on in2 to manage classes, instructors, operations, and client engagement through an easy-to-use platform.

We’re redefining the sports industry in our region and soon globally! This is challenging work and our talented team makes the journey exciting. We’re a fast-paced, innovative, and collaborative platform. We pursue excellence in everything and have a lot of fun along the way.

The Role

As a CX Specialist at in2, you will serve as the primary guide of the customer journey. This is a high-impact, individual contributor role focused on ensuring that every interaction with our service is seamless, productive, and high-value.

Core Responsibilities

• Lifecycle Management: Lead the end-to-end customer journey, ensuring a smooth transition from initial onboarding to full adoption and renewal.
• Account Health & Retention: Monitor customer engagement levels and health metrics proactively to identify "at-risk" accounts and implement recovery strategies.
• Relationship Advocacy: Act as the primary point of contact for a portfolio of clients, building long-term trust and ensuring their business objectives are met through in2’s solutions.
• Voice of the Customer (VoC): Systematically collect and synthesize customer feedback to provide actionable insights to our Product and Operations teams, directly influencing the in2 roadmap.
• Strategic Problem Resolution: Resolve complex customer concerns with a focus on maintaining brand loyalty and delivering professional, high-standard solutions.

REQUIRED SKILLS AND QUALIFICATIONS

• Bachelor's degree or equivalent work experience.
• Proven experience in client onboarding, training, or a related Customer Success roles.
• Strong communication and interpersonal skills.
• Ability to adapt communication style to different clients.
• Detail-oriented with excellent organizational and project management skills.
• Familiarity with CSM platforms and related technologies is a plus.
• Strong team player, self-starter, and thrives in a multi-tasking environment who can quickly adjust priorities.

Why Join in2?

At in2, you aren't just another employee; you are a critical part of our growth strategy. We offer a professional environment where your contributions to the customer experience are measured, valued, and instrumental to our success.