Technical Support Representative, Vagaro
$40-60k
Office located in Pleasanton, CA
Business management software for salons, spas, and fitness studios
Open for applications
Business management software for salons, spas, and fitness studios
201-500 employees
Open for applications
$40-60k
Office located in Pleasanton, CA
201-500 employees
Company mission
To help small businesses and independent service professionals reach their objectives by bringing technology solutions that foster growth.
Role
Who you are
- Reliability – If you can reliably be at work as expected, and be part of the team please read on
- Expert at troubleshooting web applications, common browsers, and basic hardware issues with PC, Mac, iOS, and Android platforms
- Ability to provide detailed public-facing and internal case notes
- Ability to be a knowledge-base contributor
- Prior SaaS support experience – Tier levels depending on experience
- Minimum two years front-line, high-volume support/call center experience – Tier levels depending on experience
- Minimum one-year experience directly managing a minimum of 10 support agents
- Ability to work within common support metric goals, e.g. SL, ASA, AHT; and support center KPIs
- Typing speed >50 WPM
- Proven English language composition and grammar skills
- Replicate reported issues, and escalate to Product via ticketing
- Fast Mastery of the Vagaro platform including hardware
- The ability to infuse trust and defuse difficult situations
- Extreme patience with angry and non-technical customers
- Excellent phone, typing, and grammar skills to assist our customers
- Mentor and assist new agents with best practices, effective writing and tools use
- Empathy and Understanding with our customers are vital, and Urgency is key
- A strong desire to learn, grow, and to share knowledge
- Flexibility to work on Weekends
Desirable
- Prior Vagaro experience
- Prior experience in working in Salesforce/Zendesk CRMs, LiveChat, and IVRs
- Support experience in the beauty, health, and fitness industries
- Prior save and retention experience in a support organization
- HTML/XML/ experience
- Page Source troubleshooting, specifically with widget code
- Spanish 2nd language – nice to have
What the job involves
- Reliability and Teamwork are key
- Troubleshoot, resolve, and document customer questions and issues with the Vagaro web platform, associated hardware, and billing questions
- Work responsibly in a high-volume support center environment
- Work within metric service level goals and guidelines
- Issue replication and escalation to the appropriate internal Vagaro team
- Draft support and customer content as discovery and need dictates
- Become a subject matter expert with the Vagaro platform and/or related support tools
- Become a main point-of-contact for a Vagaro product or feature set
- Point-of-contact for technical escalations
- Reach KPIs & Goals
- Assist team members and other Vagaro staff members
Our take
For over a decade, Vagaro has been providing salons, spas, and fitness studios a full suite of business management and payment processing tools, including for 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 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 rust 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 it operations into the future.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (1 round)
Dec 2018
$63m
GROWTH EQUITY VC
Total funding: $63m
Company benefits
- 15 days PTO
- 9 company holidays
- Reimbursement program using any of Vagaro services
- 401k retirement plan with matching
- Healthcare, dental & vision plans for individuals and families
- Life insurance, supplemental programs
- Tuition reimbursement program
- Discounted tickets program
- Doordash Dash Pass
- On-site fitness center
- Work/Life & EAP services
Company values
- Integrity - We are honest with team members, customers and consumers. We hold ourselves to high ethical standards.
- Community - We actively support our communities to help make them healthier and more vibrant. We love bringing people together to help their businesses and self-care thrive.
- Innovation - We’re not interested in doing what others have already done. We find new ways of solving problems and don’t fear taking calculated risks.
- Excellence - "Good enough” isn’t good enough. We set the bar high, develop a plan, and make it happen. Anything is possible.
Company HQ
Pleasanton, CA
Articles
Leadership
Fred Helou
(CEO)Previously a software manager at Applied Materials, and then a director at Novellus.
Salary benchmarks
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