Customer Success Representative Mapping

ARE YOU READY TO TAKE YOUR CAREER TO NEW HEIGHTS? ARE YOU SEEKING A NEW CHALLENGE IN A DYNAMIC SECTOR?

This is a very exciting and highly innovative time here at Outside.

OUR TRUE NORTH:

Outside Interactive, Inc., the premier hub for active lifestyle enthusiasts, offers best-in-class content and experiences to more than 70 million of the world’s most passionate outdoor, wellness, and endurance enthusiasts every month. We inspire a broad and diverse audience to do the activities they love with greater enjoyment, inspiration, and knowledge and are dedicated to making real change in the outdoor and fitness industries.

Customer Success Representative Level II, Outside Interactive Inc, Mapping (Gaia GPS & Trailforks)

Outside is searching for a motivated and experienced Customer Success representative to assist our growing customer service department supporting our mapping products (Gaia GPS and Trailforks). In this role you will act as a primary interface with our mapping customers providing outstanding customer service. You will do this by practicing best-in-class customer service procedures and achieving customer satisfaction goals. As a level II, you will act as a technical troubleshooter, handling cases on the fringes of the typical customer experience – working to troubleshoot the more complex cases from users pushing the boundaries of our mapping platforms.

The ideal candidate will have proven experience debugging or working with code, working in a level II or higher SaaS customer service position, and a passion for delivering world-class customer service. In addition to being an excellent communicator (written and verbal), you will also demonstrate strong interpersonal skills.

Within 1 month, you will:

• Act as the primary touchpoint for customers, answering inbound questions and inquiries using Zendesk

• Deliver the highest quality customer service by resolving issues in a timely manner while focusing on first touch/contact resolution

• Research customer issues in a timely manner and follow up directly with the customer with recommendations and action plans

• Maintain customer loyalty through integrity and accountability

• Be diligent in attending training sessions and keeping up with the knowledge of our robust products and service offerings

Within 6 months, you will:

• Troubleshoot the more complex issues, reproduce customer-reported bugs, and create bug reports

• Escalate cases when customer satisfaction comes into question

Within 12 months, you will:

• Track incident trends and escalate issues to CS Ops or Engineering as needed

• Collaborate with internal CS teams as necessary to troubleshoot issues and represent support related needs and improvements

What YOU bring to Outside: (Preferred Qualifications)

• 2+ years experience in customer support with a proven track record of stellar service

• Experience using GPS mapping applications, especially Gaia GPS

• Experience working in ZenDesk or similar customer service tool/s.

• Experience working with any of: Swift, Objective-C, Python, Javascript, Django, Kotlin, QGIS is a plus.

• Demonstrated ability to navigate ambiguous situations with customer success at the heart of every interaction

• Knowledge of current best practices, tools, and technologies for implementing customer service initiatives

• You are energetic, self-motivated and have great time management skills.

• Ability to stay on task and follow outlined processes.

Unable to provide VISA Sponsorship for this position

Entirely remote jobs that could be performed in Colorado: Employees can expect to be paid a non-exempt hourly rate between $21.63 - $26.00 per hour. Additional benefits include health care, vision, dental, retirement, accrued PTO, sick leave, and more. This non-exempt salary range is merely an estimate and may vary based on an applicant’s location, market data/ranges, an applicant’s skills and prior relevant experience, certain degrees and certifications, and other relevant factors