Technical Support Specialist

At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections.

Mindbody equips wellness entrepreneurs with technology to support thriving businesses and create exceptional experiences. Innovation and curiosity drive our culture, connecting businesses and individuals through cutting-edge solutions. Join us if you're passionate about enhancing wellness through technology.

Who we are

Customer Support provides post-sale support to customers via written and verbal communication in numerous areas, including all Mindbody's software products, accounts receivable, payment processing, retention, and account updates. Customer Support is responsible for delivering world-class support, retaining customers, and driving customer revenue growth.

About the right team member

The Customer Support Specialist provides escalated support to Mindbody customers by utilizing multiple methods of contact, primarily via the telephone. This position is responsible for responding to corporate and/or strategic accounts that require assistance with their product-related issues. The Customer Support Specialist handles customer inquiries by gathering information, questioning through curiosity to identify the nature of the problem and troubleshooting potentially complex product-related issues.

About the role

• Intake of technical product support to customers through a variety of channels, primarily inbound and outbound phone calls, but can also include email, chat, and web forums.
• Follow up and resolve customer callbacks and open cases for product support.
• Resolve customer inquiries related to services or the software.
• Troubleshoot complex product-related issues.
• Escalate more complex issues as needed to higher-level support teams and/or management; and deescalate customers to Associate level support, as needed.
• Provide quality service to customers and that meets our customer expectations and in accordance with the department's guidelines and policies.
• Take a high rate of inbound contacts and provide a high-level of engagement with the customers to assist them with a resolution to their product related issue(s).
• Follow internal Knowledge Centered Support processes to accurately answer customer questions and to maintain knowledge bases.
• Use advanced product knowledge to educate customers on product features or additional services to meet their needs.
• Document customer interactions and call related notes under the customer's profile and in the applicable systems.
• Communicate all product change requests to our Quality Assurance and Development Teams as in line with current processes.
• Acquire the Level 2 Customer Support Certification.
• Maintain and gain knowledge.
• Complete personal and department assigned goals.
• All other duties as assigned.

Skills & experience

• High School Diploma or equivalent experience
• Advance or fluent English skills
• Customer service or call center experience or Customer Support Associate experience preferred
• Working knowledge of Mindbody's software products is preferred
• Demonstrated ability to handle a high call and email volume; and comfortable with all communication methods, which may include, but is not limited to; phone, email and social media
• Excellent computer skills, including familiarity with using internet browsers, online chat tools, and email
• Strong communication skills, both verbal and written, with the ability to communicate in a clear and understandable manner
• Ability to handle escalated and complex customer issues with confidence, patience, and professionalism
• Demonstrated ability to actively listen and allow others to speak without unnecessarily interrupting them. Uses curiosity to gain full understanding of customer needs
• Ability to learn and acquire new industry, company, product, or technical knowledge and best practices
• Ability to have a customer-service focused mindset and able to use the information and feedback obtained to suggest improvements in products and services
• Ability to quickly develop rapport and relate to diverse populations; and can diffuse high-tension situations comfortably
• Ability to interact with colleagues and customers in a tactful manner and recognizes the importance of building professional and positive working relationships
• Strong time management skills, ability to prioritize and use time effectively and efficiently
• Ability to mentor and coach Customer Support Associates
• Training and Certifications:

o Level 1 Customer Support Certification, or the ability to obtain within the first 90 days of hire

Only resumes in English will be considered.

Have we piqued your curiosity?

Sound like the role for you? We'd love to hear from you Even if you're not 100% sure about potential fit, we still encourage you to apply. We're looking for the right person, not the perfect series of checkboxes.

Playlist is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.

By entering your email and phone number and submitting your application, you consent to receive emails, calls and SMS about your application and other roles at Playlist, including by auto-dialer. Message and data rates may apply. Opt-out or text STOP to cancel at any time. If you are a California resident or reside outside the United States then by submitting your application you confirm that you have read, understood, agree and - where applicable - grant your prior, free, informed and express consent for the processing of your personal information, including sensitive personal information, as described in our
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(as applicable).

Note: This description outlines key responsibilities but isn't intended to cover every task or duty. Additional responsibilities may be assigned as needed to support the team and business goals.