CX Specialist (Dubai)
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Key skills for this role
About the Role
Fresha is hiring a B2B Software Support Specialist to delight partners by resolving support tickets via email, phone, chat, and social media. You will troubleshoot software issues, test solutions, and drive partner retention.
Key Skills for This Role
Responsibilities
- Resolve support tickets and partner contacts via email, phone, chat, social media, WhatsApp, and SMS using HubSpot
- Identify root causes of issues and proactively flag recurring issues to team lead and product teams
- Take a consultative approach to help partners get the most out of the software to drive retention
- Proactively test and investigate problems in a test account and reproduce issues
- Adhere to Service Level Agreement and prioritize timely resolution of tickets
- Support CX colleagues to achieve targets and raise team standards
Requirements
- Experience in B2B software support or customer support role
- Technical mindset comfortable with navigating and explaining software
- Excellent written and verbal communication skills in English
- Ability to work at pace and learn continuously
- Curious problem solver with a can do attitude
Full Job Posting
Role Overview
- Fresha is the AI powered operating system for beauty, wellness and self care.
- We are looking for an exceptional B2B Software Support Specialist to join our global SaaS business.
- You will work collaboratively with partners, handling support tickets via multiple channels.
Delight our partners and their clients
- Resolve support tickets and partner contacts from various channels using HubSpot.
- Identify root cause of issues and proactively flag recurring issues to TL and product teams.
- Take a consultative approach to support partners and drive retention.
- Find creative solutions and identify opportunities to improve partner experience.
- Be a proactive problem solver, going the extra mile to delight partners.
Testing & Investigating
- Proactively test and investigate problems raised by partners.
- Reproduce issues in your own test account and test solutions.
- Maintain your test account to ensure features are up to date.
High Performance
- Be a high performer exceeding expectations in product knowledge and KPI achievement.
- Adhere to SLA and prioritize timely resolution.
- Take responsibility for your own performance and development.
- Support CX colleagues to achieve targets.
- Constantly strive to raise standards across the team.
How to be successful at Fresha
- Curious problem solver wanting to get to root cause.
- Passionate about delighting partners and their clients.
- Deliver high quality written responses in English.
- Technical mindset comfortable with multifaceted software.
- Ability to work at pace and continuously learn.
- Comfortable with ambiguity and learning through testing.
- Enthusiasm, positivity and a can do attitude.
- Comfortable taking feedback and demonstrating humility.
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