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 Customer Service Specialist who is passionate about sport and technology to join our fast-growing company. You will be working within the busy and passionate Clubspark customer service team. Responding to customer enquiries via email and on the phone, troubleshooting issues and finding solutions. A comprehensive induction and training will be provided to the successful candidate.
The Customer Service Specialist will be working closely with Development and Product teams to improve the customer experience.
The role is predominantly home working with an expectation to attend the office in Vauxhall, London 3-4 days a month. Although, you can work from the office more days if you wish.
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 customers, coaches, and club administrators, providing prompt and effective technical support.
• Respond to incoming inquiries via email, chat, and phone, diagnosing and troubleshooting issues to ensure quick resolution.
• Escalate unresolved issues by creating detailed tickets for the development team and maintaining clear communication with end users throughout the process.
• Collaborate with cross-functional teams to enhance customer communication and improve service quality.
• Develop and maintain comprehensive support guides and documentation to help customers maximize the use of our software.
• Assist in delivering webinars and other training sessions to educate customers on software features and best practices.
• Participate in an on-call rota to handle urgent support queries during out-of-office hours for emergencies.

Essential Skills and Experience

• Technical Troubleshooting: Strong problem-solving skills for diagnosing and resolving complex software issues.
• Clear Communication: Ability to explain technical concepts clearly to non-technical users in writing and verbally.
• Customer Service Focus: Passion for providing a high-quality support experience with patience and empathy.
• Attention to Detail: Accurate documentation and thorough investigation of customer issues.
• Team Collaboration: Effective teamwork with cross-functional teams like Development and Product.
• Adaptability: Comfortable working independently in a remote environment and adapting to changing priorities.
• Support Tool Proficiency: Experience with customer support tools like Zendesk and JIRA as well as Google Workspace, and Slack.
• Continuous Learning: Proactive approach to learning and improving both customer service and technical skills.
• Passion for Sports and Technology: Enthusiasm for sports and interest in technology to better serve customers.
• Minimum two years experience in a similar role in a Saa S Company.

Great if you also have

• Interest in sport.
• Knowledge and previous use of Zendesk.
• University graduate (or equivalent)

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 Type: Full-time
Benefits:

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

Schedule:

• Day shift
• Weekend availability

Application question(s):

• Are you able to be on-call some weekends?
• Are you able to travel to our Vauxhall office 3-4 days a month?
• Will you now or in the future require visa sponsorship?

Education:

• Bachelor's (preferred)

Experience:

• Zendesk: 2 years (preferred)
• Jira: 1 year (preferred)
• technical troubleshooting: 2 years (required)
• Saa S company: 2 years (preferred)
• technical customer support: 2 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in London SE1