Customer Success Representative, Outside
$21.63 to $24.00 USD per hour. Salary applicable for candidates based in CO, may vary in other locations
Active lifestyle content hub
Posted today
Active lifestyle content hub
501-1000 employees
Posted today
$21.63 to $24.00 USD per hour. Salary applicable for candidates based in CO, may vary in other locations
501-1000 employees
Company mission
To inspire and enable people to discover that life is best spent outside experiencing healthy, connected, and fulfilling lives.
Role
Who you are
- This role is perfect for someone who thrives in a fast-paced, service-first environment and has experience delivering high-quality online and phone support
- If you are passionate about helping others enjoy working independently while staying connected to a collaborative team and are energized by problem solving this role is a great fit
- 2+ years of experience in customer support with a strong record of delivering exceptional service
- Hands-on experience with Zendesk, Google Suite, or similar customer service platforms
- Ability to navigate ambiguity and prioritize customer success in all interactions
- Adaptability and responsiveness in handling diverse customer questions and challenges
- Strong time management skills, a self-motivated work ethic, and a high level of energy
- Attention to detail with the ability to manage multiple priorities simultaneously
- First-hand knowledge of endurance athletic event registration, production, or volunteer coordination (preferred)
What the job involves
- We're looking for a Customer Success Representative II to join our Event Services team at Outside Interactive Inc, supporting customers across athleteReg and FinisherPix
- You'll handle everything from frontline inquiries to more complex support needs, becoming an expert in our products and a trusted partner to our customers
- You’ll also play a key role in cross-functional collaboration, onboarding support, and bringing customer insights back to the team to improve service and product quality
- Serve as the primary touchpoint for customers and answering inbound questions and inquiries via Zendesk and phone support
- Deliver high-quality service by resolving issues promptly, focusing on first-touch/contact resolution to maintain customer satisfaction
- Build strong knowledge of our products and services through hands-on experience, training, collaboration, and self-guided learning to better support clients
- Troubleshoot complex issues, reproduce bugs, and file comprehensive bug reports
- Take ownership of escalated tickets from Tier 1 agents and complex support requests such as funds pulls, bulk refunds, and transaction investigations while driving each issue to resolution through clear communication and strong follow-through
- Build relationships with event directors and support their ongoing needs
- Maintain and update help center articles to reflect current processes and best practices
- Review onboarding agent tickets to ensure quality and provide feedback
- Track and identify recurring issues, recommending solutions and escalating trends to the product development team for root cause resolution
- Collaborate with internal CS teams to troubleshoot cross-functional issues and advocate for support-related improvements
- Lead onboarding and training for new Tier 1 agents and new product launches to ensure team readiness and service quality
Our take
Keeping people connected is among the many benefits of the digital world. Outside - formerly known as Pocket Outdoor Media - provides digital content for outdoor enthusiasts and athletes to find events, trade tips, and easily find the lifestyle content that is right for them.
Outside brings together a variety of traditional brands as well as additional content to create a complete user experience. Through its site, users can access meal plans, gear reviews or even online courses, as well as find the latest developments in any outdoor recreational or competitive activity.
The value of digital content is growing at an impressive rate, as is the target audience for Outdoor's content as the popularity of the outdoors is on the rise. As the market continues to grow, the company finds itself in a promising position for future growth, and it will be interesting to see what it focuses on next.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-5% employee growth in 12 months
Company
Funding (2 rounds)
Feb 2021
$150m
SERIES B
Jul 2020
$14m
SERIES A
Total funding: $164m
Company benefits
- Equity: we believe that all employees are owners and that we all contribute to the success of the company
- Comprehensive benefits package: Health, Dental, Vision, Life & AD&D, and more!
- Flexible time away: we believe in both the importance of working hard AND taking time to refresh and rejuvenate
- Learning & development: we put employees first and provide resources for personal and professional advancement
- Fringe benefits: cell phone reimbursement, fitness and ClassPass access, commuter program, etc
Company HQ
Goss - Grove, Boulder, CO
Leadership
Robin Thurston
(CEO)Former CEO of Helix and Pocket Outdoor Media. They also worked at Under Armour as an EVP and Chief Digital Officer.
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