Customer Success Representative - Gaia, GPS

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.

Outside is searching for a motivated and experienced Customer Success representative to assist our growing customer service department supporting our mapping products. 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 writing 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.

Why You’ll Love Working at Outside

• We are passionate about outdoor and active lifestyle participants and live the lifestyle ourselves.
• We are a technological and data-driven business.
• We are committed to serving the active lifestyle community and will provide them with the world’s most personalized content that inspires and motivates them by understanding them better than any platform in the world.
• We love solving problems, thinking creatively and trying new things.
• We believe in autonomy and taking initiative.
• We take what we do seriously but we don’t take ourselves too seriously.
• We have a smart, experienced leadership team that is committed to getting it right and open to new ideas.
• You will be proud to say that you work for Outside and will know that the work you do brings joy to our clients every day.

Responsibilities:

• 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
• Troubleshoot the more complex issues, reproduce customer-reported bugs, and create bug reports
• Track incident trends and escalate issues to CS Ops or Engineering as needed
• Maintain customer loyalty through integrity and accountability
• Escalate cases when customer satisfaction comes into question
• Collaborate with internal CS teams as necessary to troubleshoot issues and represent support related needs and improvements
• Be diligent in attending training sessions and keeping up with the knowledge of our robust products and service offering

Requirements

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

Bonus Points

• A happy demeanor to share with our customers
• An interest in active living! 

We are unable to Sponsor or Transfer a VISA for this position

Remote jobs that can be performed in Boulder, Colorado: Employees can expect to be paid a salary between $45,000 to $55,000. Additional compensation may include a bonus or commission. Other benefits include health care, vision, dental, retirement, Flexible Time Away, sick leave, and many more. The salary range displayed is specifically for those potential hires who will work or reside in the state of Colorado if selected for this role, and may vary based on market data/ranges, an applicant’s skills and prior relevant experience, certain degrees and certifications, and other relevant factors