Fresha

Customer Experience/Technical Support Specialist

Fresha  •  Dubai, AE (Onsite)  •  1 month ago
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Job Description

The AI-powered OS for beauty, wellness and self-care
About Fresha

Fresha is the AI-powered operating system for the global beauty, wellness and self-care industry, connecting and powering everything from salons and barbers to spas, medspas, fitness studios and health practices.

Trusted by millions of consumers and businesses worldwide. Fresha is used by 140,000+ businesses and 450,000+ stylists and professionals worldwide, processing over 1 billion appointments to date.

The company is headquartered in London, United Kingdom, with 15 global offices located across North America, EMEA and APAC. Fresha allows consumers to discover, book and pay for beauty and wellness appointments with local businesses via its marketplace, while beauty and wellness businesses and professionals use an all-in-one platform to manage their entire operations with an intuitive business software and financial technology solutions.
Fresha’s ecosystem gives merchants everything they need to run their business seamlessly by facilitating appointment bookings, point-of-sale, customer records management, marketing automation, loyalty, beauty products inventory and team management.
The consumer marketplace unlocks revenue potential for partner businesses by leveraging the power of online bookings and automated marketing through mobile apps and advanced integrations with major tech brands including Instagram, Facebook and Google.

Given our exciting and progressive growth plans, we are looking for an exceptional B2B Software Support Specialist to come and join our global Software as a service business.
Working collaboratively with partners, you will be accountable for  Support tickets and communicate via different channels email, voice/phone, live chat, Social Media, WhatsApp, and SMS at Fresha. 
This is a great opportunity for someone looking to work in a fast-paced and changing environment, who likes to work autonomously, enjoys a challenge and wants to make an impact.

Delight our partners and their clients

  • Resolve support tickets and partner contacts (from various channels and sources) using our ticketing system Hubspot, and support our partner’s clients
  • Identify the root cause of issues and problems our partners are experiencing and proactively flag recurring issues, bugs and contact trends to your TL and the Fresha product teams
  • Take a consultative approach to supporting our partners to make sure they are getting the most out of our software to drive partner retention
  • Find creative solutions to partner problems and identify opportunities to improve our partners experience with Fresha and to generate more revenue for the business
  • Be a proactive problem solver, going the extra mile to delight our partners

Testing and investigating

  • Proactively test and investigate problems that our partners raise in our software
  • Reproduce the issues and problems in your own test account and test solutions to the problem that you are solving
  • Maintain your own test account and make sure all features and functionality are up to date, active and usable for testing purposes

High Performance

  • Be a high performer in the team, exceeding expectations in product knowledge, KPI achievement and living the values of Fresha
  • Adhere to our Service Level Agreement (SLA) and prioritise timely resolution of tickets 
  • Take responsibility for your own performance and development, constantly learning and developing in the role and progressing through the CX structure
  • Support your CX colleagues to achieve their targets and become high performers
  • Constantly strive to raise the standards across the team to create a high performing culture

How to be successful at Fresha

  • Curious problem solver, you want to get to the root cause of problems and find creative solutions to exceed our partners expectations
  • Passionate about delighting our partners and their clients so they never want to leave Fresha and advocate for the brand
  • Deliver high quality written responses in English to partner questions and queries
  • Technical mindset, comfortable using, navigating and explaining how to use our multifaceted Health and wellness software
  • Ability to work at pace, continually learning as our software continue to grow and evolve
  • Comfortable dealing with ambiguity and learning through testing and using the product  
  • Enthusiasm, positivity and a can do attitude
  • Comfortable taking feedback on board, applying it to your daily activities and demonstrating humility
Inclusive workforce
At Fresha, we are creating a culture where individuals of all backgrounds feel comfortable.
We want all Fresha people to feel included and truly empowered to contribute fully to our vision and goals. Everyone who applies will receive fair consideration for employment.
We do not discriminate based on race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying.
If you have any accessibility requirements that would make you more comfortable during the interview process and/or once you join, please let us know so that we can support you.
Fresha

About Fresha

Fresha is the world’s leading marketplace platform for the beauty, wellness, and self-care industry, trusted by millions of consumers and businesses worldwide.

For consumers, Fresha offers a seamless way to discover, book, and pay for beauty and wellness services with top local professionals. For businesses, Fresha provides an all-in-one platform that streamlines operations, from appointment management to client engagement, helping them grow effortlessly with powerful business software, integrated payments, financial services and cutting-edge technology solutions.

Fresha’s comprehensive ecosystem empowers businesses and professionals with everything they need to operate seamlessly and efficiently. From appointment bookings, point-of-sale, client management, and marketing automation to loyalty programs, inventory management, and team coordination, Fresha provides an all-in-one solution designed to drive business growth.

Fresha’s consumer marketplace helps businesses unlock their full revenue potential by maximizing online bookings and leveraging automated marketing tools. Through seamless integrations with major platforms like Instagram, Facebook, and Google, businesses can attract more clients while Fresha’s mobile apps ensure a smooth booking experience.

Today, 130,000+ businesses and 500,000+ professionals rely on Fresha, with over 1 billion appointments processed to date. Headquartered in London, United Kingdom, Fresha has a global presence with offices in New York City, Orlando, Vancouver, Madrid, Paris, Amsterdam, Warsaw, Sydney, Singapore and Dubai.

Industry
IT & Software
Company Size
501-1,000 employees
Headquarters
London, GB
Year Founded
2015
Website
fresha.com
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