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Fresha

Posted 8 months ago

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Customer Experience/Technical Support Specialist

DubaiRemoteFull-time

AI Summary

B2B software support specialist who handles partner tickets across channels, identifies root causes, tests solutions, and helps clients maximize value from Fresha’s SaaS platform.

About this role

The AI-powered OS for beauty,
wellness and self-care

About Fresha

Fresha is the AI-powered operating system for the global beauty, wellness and self-care industry, connecting and powering everything from salons and barbers to spas, medspas, fitness studios and health practices.

Trusted by millions of consumers and businesses worldwide. Fresha is used by 140,000+ businesses and 450,000+ stylists and professionals worldwide, processing over 1 billion appointments to date.

The company is headquartered in London, United Kingdom, with 15 global offices located across North America, EMEA and APAC.
Fresha allows consumers to discover, book and pay for beauty and wellness appointments with local businesses via its marketplace, while beauty and wellness businesses and professionals use an all-in-one platform to manage their entire operations with an intuitive business software and financial technology solutions.
Fresha’s ecosystem gives merchants everything they need to run their business seamlessly by facilitating appointment bookings, point-of-sale, customer records management, marketing automation, loyalty, beauty products inventory and team management.
The consumer marketplace unlocks revenue potential for partner businesses by leveraging the power of online bookings and automated marketing through mobile apps and advanced integrations with major tech brands including Instagram, Facebook and Google.

Role overview

Given our exciting and progressive growth plans, we are looking for an exceptional B2B Software Support Specialist to come and join our global Software as a service business.

Working collaboratively with partners, you will be accountable for Support tickets and communicate via different channels email, voice/phone, live chat, Social Media, WhatsApp, and SMS at Fresha.

This is a great opportunity for someone looking to work in a fast-paced and changing environment, who likes to work autonomously, enjoys a challenge and wants to make an impact.


Delight our partners and their clients

  • Resolve support tickets and partner contacts (from various channels and sources) using our ticketing system Hubspot, and support our partner’s clients
  • Identify the root cause of issues and problems our partners are experiencing and proactively flag recurring issues, bugs and contact trends to your TL and the Fresha product teams
  • Take a consultative approach to supporting our partners to make sure they are getting the most out of our software to drive partner retention
  • Find creative solutions to partner problems and identify opportunities to improve our partners experience with Fresha and to generate more revenue for the business
  • Be a proactive problem solver, going the extra mile to delight our partners

    • Testing and investigating

  • Proactively test and investigate problems that our partners raise in our software
  • Reproduce the issues and problems in your own test account and test solutions to the problem that you are solving
  • Maintain your own test account and make sure all features and functionality are up to date, active and usable for testing purposes

    • High Performance

  • Be a high performer in the team, exceeding expectations in product knowledge, KPI achievement and living the values of Fresha
  • Adhere to our Service Level Agreement (SLA) and prioritise timely resolution of tickets
  • Take responsibility for your own performance and development, constantly learning and developing in the role and progressing through the CX structure
  • Support your CX colleagues to achieve their targets and become high performers
  • Constantly strive to raise the standards across the team to create a high performing culture

    • How to be successful at Fresha

  • Curious problem solver, you want to get to the root cause of problems and find creative solutions to exceed our partners expectations
  • Passionate about delighting our partners and their clients so they never want to leave Fresha and advocate for the brand
  • Deliver high quality written responses in English to partner questions and queries
  • Technical mindset, comfortable using, navigating and explaining how to use our multifaceted Health and wellness software
  • Ability to work at pace, continually learning as our software continue to grow and evolve
  • Comfortable dealing with ambiguity and learning through testing and using the product
  • Enthusiasm, positivity and a can do attitude
  • Comfortable taking feedback on board, applying it to your daily activities and demonstrating humility

    • Skills

    Communication (written)CRM FamiliarityCustomer SuccessCustomer SupportData NavigationEnglish WritingHigh Velocity Workload ManagementHubspotIssue ReproductionMultichannel SupportPartner RelationsProblem SolvingProduct TestingRoot-cause AnalysisSLA AdherenceSoftware OnboardingSoftware TroubleshootingTest Account MaintenanceTicketing Systems

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