About Loyalsnap

What we do

Loyalsnap is a high-end platform for fitness and wellness studios and chains. We help them grow and retain their clients by providing CRM (Customer Relationship Management), email and texting features, and reporting.

We have proven product-market fit. Our clients love our product because it works. We’ve been a crucial platform for our clients since before, and throughout, the pandemic. Many studios are clamoring to integrate with us and get access to our latest features.

Who we are

We are an entrepreneurial and collaborative team, built thoughtfully over time to select for excellent, caring coworkers.

Our team is remote.

Where we’re going

We have thousands of users and handle millions of their clients around the world. We are growing and bootstrapped – we have chosen to remain self-funded so far instead of raising capital.

We are looking to expand our company’s reach, grow our product, make our services more world-class, and operate at higher scales and in new industries.

About this role

We are looking for a Client Experience Specialist to assist with inbound customer requests.

The Client Experience Specialist responsibilities include resolving customer queries, recommending solutions and helping our clients get the most out of our product. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. You should also be familiar with help desk software.

Responsibilities

• Respond to client related requests.
• Prioritize and manage the queue of requests
• Ensure responses to clients are consistent with business objectives and strategic messaging, as well as aligned with the specific needs of the client
• Appropriately escalate product related issues.
• Additional projects as required

Expected experience and skills

Even if your path doesn’t match every bullet point, we’d love to hear from you if you think you may be good at this job.

• 2-3 years of experience as a Client Services Representative or similar CS role
• Experience using help desk software
• Comfortable explaining technical concepts to those without a technical background
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases
• Detail-oriented

Benefits

We’re committed to building a long-term healthy and successful company, and we’re convinced the best way to do that is to have thriving employees.

Our current benefits are:

• Unlimited time off (proactively encouraging at least around 20 days each year for everyone)
• Parental and guardian leave (16 weeks at 100% pay)
• Partially-covered health, dental, and vision insurance
• Options for a healthcare Flexible Spending Account
• 401K, with matching after your first year
• Pre-tax commuter benefits
• $1,000 education stipend each year
• Donation-matching up to $500 each year

Unlimited time off

You’ll have unlimited vacation days, and your manager will proactively encourage you to take at least around 20 days each year.

You’ll also have mental health days. We ask everyone with direct reports to take mental health days to set an example.

We are officially closed for 12 holidays, and we’ll encourage you to take additional time off for any other holidays, elections, volunteering, and any other community engagement.

Parental and guardian leave

When a child joins your family – through birth, surrogacy, or adoption or foster care at any age, involving you or your spouse – you receive 16 weeks of parental leave at 100% pay. Your paid parental leave accrues over your first 52 weeks at Loyalsnap starting with 6 weeks on your first day, and during that time you can supplement your paid leave with unpaid leave.

Continual improvement

We are building a conscious company. We realize that requires constant work to be a better company, as a team, and as leaders. We have several initiatives such as bias and ally training, mentoring, and expert facilitators in equity and inclusion. We’d love your ideas too.

Our newest hires have often helped us improve our processes and standards within their first few weeks. And generally, we know our best ideas come from collaboration.

Please feel open to talking about any of this with us during your interview.

Inclusion and diversity are important to us. We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status.