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Customer Experience Associate
1 month ago
About Fliteboard
At Fliteboard, we're on a mission to build the world's most loved electric water-sports brand. We've grown from start-up to $80M in annual sales in just five years, with a loyal community of customers across 90 countries. Backed by the Brunswick Boat Group, the world's leading marine product group, we have ambitious goals to exceed $200M in sales within the next three years and contribute to making oceans quieter and cleaner through innovative marine transportation technologies.
Due to a number of internal promotions, this exciting role has become available as we continue to expand our team and deliver exceptional experiences to our customers.
The Role
We are seeking a Customer Experience Associate to join our team and help us deliver an exceptional experience to our customers and partners. This role is pivotal in resolving technical issues, educating customers, and collaborating with internal teams to ensure customer satisfaction and product excellence.
*Please note that this is a Tuesday - Saturday Working Roster
Key Responsibilities
Technical Troubleshooting: Diagnose and resolve software and hardware issues efficiently, ensuring minimal disruption for customers.
Knowledge Building: Develop and enhance internal and external knowledge resources to empower customers and staff.
Customer Education: Provide guidance on product fit and maintenance, helping customers get the best performance from their Fliteboard.
Cross-Selling: Identify opportunities to recommend complementary products to enhance the customer's experience.
Feedback Loop: Collect insights from customers and share them with internal teams to support product improvements.
Cross-Functional Collaboration: Work closely with Partner Success and Sales teams to ensure seamless customer journeys.
Key Success Measures
Capacity: Number of tickets solved (independently or with assistance) and overall productivity.
Velocity: First response time, first contact resolution rate, and average resolution time.
Quality: Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS).
Culture: Building effective relationships with senior management and employees, with strong 360° feedback.
Qualifications and Experience
A high school diploma or equivalent; a relevant college degree is preferred but not mandatory.
Experience in technical support, preferably in hardware or software-related fields (not essential but preferred).
Strong technical aptitude with the ability to adapt quickly to new technologies and troubleshoot complex issues.
Excellent communication skills, with the ability to explain technical concepts to non-technical customers.
Ability to manage multiple tasks effectively and remain resilient under pressure.
Familiarity with CRM and support ticketing systems.
Knowledge of Fliteboard products or the eFoiling industry is a plus but not essential.
What You'll Love About Fliteboard
Creating memorable experiences for our customers.
Being part of a fast-growing, innovative global brand.
Working with a talented, diverse, and passionate team.
Leading and optimizing global customer success strategies.
Opportunities for growth and development.
Fliteboarding
Ready to Join Us?
If you're excited about delivering outstanding customer experiences and want to be part of an innovative company making waves in the marine industry, we'd love to hear from you. Apply now to join the Fliteboard team
