Our Company
Clubspark is a global leader in sports technology and growing rapidly! With teams in the UK, US and Australia, we are on a mission to help people discover sports and activities for better, healthier lives and communities. It’s an exciting time to join us!
The Clubspark platform supports venues and coaches in sports including tennis, football (soccer), basketball, cricket, squash, triathlon and athletics. Our global clients include some of the most famous sports organizations in the world like Lawn Tennis Association, England Cricket Board, England Athletics, USTA, Tennis Canada, Tennis Australia, Tennis NZ, the International Tennis Federation and many more.
About the Role
We are looking for a highly motivated and customer-focused Customer Service & Onboarding Specialist to join our Customer Service and Success team. The role will have two clear focus areas: growth and service.
You will work directly with our partners and/or their customers to sell, onboard and grow the user base, as well as optimise and improve the usage and engagement of the platform with existing customers through customer service. You will also be fundamental to the growth of our product within the region, providing a strong level of detail to prospective customers on how our tools can help them achieve their objectives.
You will ensure seamless onboarding experience for new business enquiries and new users, whilst also providing ongoing customer support to our existing customers. You will be charged with creating a culture of partnership with our customers, acting as a trusted advisor and advocate. You will also focus on supporting our partners with more complex queries and issues, as well as a small number of day-to-day customer email enquiries, looking to resolve or escalate both in a timely and friendly manner. You will become a product expert and one of the go-to people for an in-depth understanding of the platform.
About You
● Highly customer-centric and always willing to go the extra mile to assist our customers!
● Can see the big picture but will deep dive into the details and use initiative to get things done.
● Love to work with people and always take the collaborative path.
● Outstanding communicator and a great team player.
● Always learning, staying relevant and offering your ideas, insight and tips
● A growth-oriented individual who is always seeking out new opportunities to make progress
Key Responsibilities

• Serve as the primary point of contact for new customers, providing guidance, answering questions and maintaining engagement throughout their journey.
• Provide clear instructions and support on product setup and implementation, including troubleshooting and resolving any issues that arise.
• Conduct engaging product demonstrations, webinars, and training sessions to educate customers on platform features, best practices and advanced functionalities.
• Develop and maintain comprehensive onboarding materials, including user guides, FAQs, and training resources.
• Proactively reach out to customers to ensure they are optimising their use of the platform, fostering positive relationships, and driving product adoption and customer retention.
• Collaborate with cross-functional teams, including development and product teams, to resolve technical issues and communicate user needs for potential enhancements.
• Collect and share customer feedback to advocate for improvements and contribute to product development.
• Assist with outreach to prospective customers to build a pipeline for platform growth.
• Monitor customers' setup progress, provide timely guidance on next steps, and ensure high levels of customer satisfaction and success.
• Participate in an on-call rota to handle urgent support queries during out-of-office hours for emergencies.

Essential Skills and Experience

• Minimum 2 years’ experience in a customer-facing, multilayered B2B role with business development exposure.
• Proficiency in Zendesk, Hub Spot, JIRA, Google Workspace and Slack.
• Excellent communication skills, confidence in delivering virtual presentations and engaging with new people.
• Strong customer centric attitude, commercially savvy, skilled in building and nurturing relationships.
• Solutions-focused, highly organised with the ability to work both independently and collaboratively.
• Positive energy, drive and a team-oriented mindset.

Great if you also have

• Previous B2B sales experience, ideally in a Saa S Company.
• Familiarity with sports technology, software platforms or experience in the sports industry.
• Experience in a global or software company, particularly in the tennis industry.
• Bachelor’s degree (or equivalent experience).

Benefits
● Competitive salary, 26 days holiday (+ public holidays)
● Free eye tests, Cycle to work, Life Assurance and Contributory Pension
● ‘Get Active Scheme’ allowance
● Onboarding allowance (home working equipment)
● Mental Health Sick Day Policy – good mental health is just as important as our physical health!
● Access to a range of fantastic free health and wellbeing (help@hand) services:

• Unlimited GP appointments
• Unlimited mental health support
• Physiotherapy appointments (up to 8 per year)
• 360 Wellbeing and lifestyle coaching sessions (up to 6 per year)
• Access to extensive savings and discounts
• A Confidential 24/7 Helpline
• Employee Voice Service and so much more!
• Opportunities to learn and focus on your career growth
• Flexible working and remote first environment

● Fantastic coworking office space in Vauxhall with free on-site gym (collaborative workspaces across the country also available)
● A focused, friendly and rapidly growing environment where your wellbeing and contribution come first
The company is not offering immigration sponsorship for this role.
Applicants may be shortlisted and contacted prior to the application process closing.
Clubspark is proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion.
Job Types: Full-time, Fixed term contract, Temp to perm
Contract length: 12 months
Benefits:

• Cycle to work scheme
• Health & wellbeing programme
• Life insurance

Schedule:

• Day shift

Application question(s):

• Will you now or in the future require visa sponsorship?
• This role requires the candidate to have experience and be comfortable giving presentations. Do you have experience and are you comfortable giving presentations?
• Are you able to work weekend on call as needed?

Education:

• Bachelor's (preferred)

Experience:

• Hub Spot: 1 year (required)
• B2B sales, in a Saa S Company: 1 year (preferred)
• software company: 1 year (preferred)
• tennis: 1 year (preferred)
• Zendesk: 2 years (required)
• technical customer support: 2 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in London SE1