Job Title: Customer Experience Specialist (Shift Work)
Location: Pristina
Department: Customer Experience – Specialist
Employment type: Full-time / On-site
Shifts:

• 8AM-5PM (1 hour unpaid break, office based)
• 3PM-12AM (1 hour unpaid break, office based)
  Hiring: 10x Customer Experience Specialists
  Salary: 900-950 EUR Gross Per Month
  Office: Prime Residence Pejton, Rruga Ukshin Hoti, Pristina 10000
  Working Setup: 5 days per week in office

About Fresha

• Fresha is the AI-powered operating system for the global beauty, wellness and self-care industry, connecting and powering salons, barbers, spas, medspas, fitness studios and health practices.
• Trusted by millions worldwide; used by 140,000+ businesses and 450,000+ stylists and professionals, processing over 1 billion appointments to date.
• Headquartered in London with 15 global offices across North America, EMEA and APAC.

Role Overview

• Reporting to the CX Team Lead and collaborating with Fresha clients, you will be accountable for handling support tickets and communicating with partners through email.
• The role may evolve to include additional contact channels such as voice/phone, live chat, social media, WhatsApp, and SMS, which you will manage if introduced.
• This is an opportunity to work in a fast-paced, changing environment within a close-knit cross-disciplinary team, enjoying complex domains and making 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 root causes of issues and proactively flag recurring issues, bugs and contact trends to your TL and the Fresha product teams
• Take a consultative approach to support partners to ensure they get the most out of our software to drive partner retention
• Find creative solutions to partner problems and identify opportunities to improve 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 partners raise in our software
• Reproduce issues in your own test account and test solutions to the problem you are solving
• Maintain your own test account and ensure 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
• Take responsibility for your own performance and development, constantly learning and developing in the role and progressing through the CX structure
• Support CX colleagues to achieve their targets and become high performers
• Constantly strive to raise standards across the team to create a high performing culture

Ongoing learning and development

• Take onboard feedback from QA and coaching sessions
• Actively engage in QA and coaching sessions with colleagues and Tribe Lead
• Become a product guru by constantly growing your product knowledge
• Keep up with the launch of new products and features so you are fully prepared to support partners when new features and products go live

What we are looking for

• Curious: Problem solver who gets to the root cause of problems and finds creative solutions to exceed partner expectations
• Passion: Delighting partners so they remain with Fresha and advocate for the brand
• English Language: Deliver high quality written and spoken responses in English to partner questions and queries
• Technical Mindset: Comfortable using, navigating and explaining how to use our multifaceted beauty and wellness software
• Ability To Work At Pace: Continually learning as our software grows and evolves
• Ambiguity: Comfortable learning through testing and using the product
• Enthusiasm: Positivity and a can-do attitude
• Feedback: Comfortable taking feedback on board, applying it to daily activities and demonstrating humility

Additional notes

• Fresha operates a 24/7 customer experience team; this role requires working scheduled shifts including weekends.
• To foster collaboration, all Fresha employees work from the office four days per week, with flexibility to work remotely one day each week.

Interview Process

• Screen Call - Video-call with a member from the Talent Team (30m)
• Skills & Experience - Video-call with CX Hiring Team (30m)
• Tech & Written Assessment - In-person with CX Hiring Team (60m)
• Cultural Assessment - Video-call with VP of CX (30m)
• Aim to finalise the entire interview process and deliver feedback within 2 weeks

Inclusive workforce

• Fresha promotes a culture where individuals of all backgrounds feel comfortable and empowered to contribute. Everyone who applies will receive fair consideration for employment.
• No discrimination based on race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or other legally protected characteristics.
• If you have accessibility requirements for the interview process or onboarding, Fresha requests to be informed so they can provide support.