Technical Customer Support Representative, Vagaro

Salary not provided

$24.00 - $28.85 / hr + performance-based bonuses

HTML

macOS

iOS

Android

Zendesk

Junior and Mid level

San Francisco Bay Area

5 days a week in office (Pleasanton, CA)

Business management software for salons, spas, and fitness studios

Be an early applicant

Business management software for salons, spas, and fitness studios

501-1000 employees

B2BEnterpriseInternal toolsMarketingPaymentsSaaSMobileWeb Design

Be an early applicant

Salary not provided

$24.00 - $28.85 / hr + performance-based bonuses

HTML

macOS

iOS

Android

Zendesk

Junior and Mid level

San Francisco Bay Area

5 days a week in office (Pleasanton, CA)

501-1000 employees

B2BEnterpriseInternal toolsMarketingPaymentsSaaSMobileWeb Design

Company mission

To help small businesses and independent service professionals reach their objectives by bringing technology solutions that foster growth.

Job

Company

Role

Who you are

Proven reliability and teamwork skills
Expertise in troubleshooting web applications, common browsers, and basic hardware issues on PC, Mac, iOS, and Android platforms
Ability to provide detailed public-facing and internal case notes
Strong written and verbal communication skills, with a typing speed of over 50 WPM
Minimum of two years’ front-line, high-volume support/call center experience
Ability to work within common support metric goals and KPIs, e.g., SL, ASA, AHT
Experience in SaaS support, with fast mastery of the Vagaro platform, including hardware
Patience, empathy, and the ability to defuse difficult situations
Flexibility to work on weekends and holidays

Desirable

Experience with CRM tools (e.g., Zendesk) and IVRs
Support experience in the health, beauty, and wellness industries
Prior save and retention experience in a support organization
Knowledge of HTML/XML and page source troubleshooting, specifically with widget code

What the job involves

We’re seeking enthusiastic, customer-focused problem-solvers to join our team as Technical Support Agents. If you’re experienced in troubleshooting SaaS applications and hardware add-ons and enjoy helping customers, Vagaro could be your next exciting opportunity!
Provide reliable and effective support for the Vagaro web platform, associated hardware, and billing inquiries
Troubleshoot, resolve, and document customer issues via phone, chat, and email
Work within service level goals and guidelines in a high-volume support center
Replicate and escalate issues to the appropriate internal Vagaro team
Draft support content and customer resources as needed
Become a subject matter expert on the Vagaro platform and related support tools
Serve as a main point-of-contact for technical escalations and specific Vagaro product features
Assist team members and other Vagaro staff to reach KPIs and goals
Other duties as assigned

Our take

For over a decade, Vagaro has been providing salons, spas, and fitness studios with a full suite of business management and payment processing tools, including payroll, payments, bookings, and marketing. Hitting Unicorn status back in late 2021, there has been surprisingly little fanfare around the company, which crept up on the market to secure an international footprint across the UK, US, Australian, and Canadian markets

Benefitting from an upswing in business during the pandemic, when its salon and fitness clientele were obliged to double down on digital transformation, Vagaro has won the trust of a strong and extensive roster of independent professionals, and in a time of crisis for the sector proved itself to be business-critical. This strong reputation will help ease Vagaro's planned expansion into other regional markets, as it grows its operations into the future.