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Client Support Representative
- LOCATION: Fully Remote.
- WORK TYPE: Contract.
- COMPENSATION: $19.50 per hour.
- HOURS: 30-40 hours per week (9am to 5pm ET) Monday to Friday + Weekend rotation approx. every 6 weeks, fully paid.
- EXPERIENCE: Minimum of 2 years in a similar role.
We're a website, marketing automation, and gym management software company that works with gyms.
Position Details and Application Information
About Us
At Kilo, we’re dedicated to helping small gym owners thrive through our innovative platform. We believe in the power of exceptional customer support to create lasting relationships with our clients. We’re looking for a friendly and organized Customer Support Associate to join our team on a contractor basis. If you’re passionate about helping others and enjoy problem-solving, we want to hear from you!
Job Overview
As a Kilo Support Representative, you’ll report to our Head of Support and play a key role in ensuring a seamless experience for our clients. In this role, you’ll be the first point of contact for customer inquiries, providing clear and effective support via email and phone. You’ll troubleshoot issues, manage support tickets, and collaborate with specialists to resolve complex cases. Your ability to communicate professionally, stay organized, and adapt to evolving processes will help gym owners get the most out of Kilo’s software. Whether assisting new clients or established users, your focus will be on delivering exceptional service and contributing to their long-term success.
Key Responsibilities
Customer Communication:
Respond to customer inquiries and issues via email in a timely and professional manner, providing clear and concise information.
Product Knowledge:
Maintain a comprehensive understanding of all Kilo products and stay updated on new features, updates, and changes to the software.
Issue Troubleshooting:
Troubleshoot and resolve basic customer issues and inquiries while collaborating with support specialists for more complex problems.
Support Ticket Management:
Efficiently manage and organize support tickets, assigning them to appropriate specialists based on the nature and complexity of the issue.
Escalation Process:
Identify and escalate issues that require specialized knowledge or urgent attention, collaborating with support specialists or development teams as needed.
Customer Satisfaction:
Ensure customer satisfaction by addressing concerns effectively and seeking feedback to convey to relevant teams for continuous improvement.
Key Attributes
Highly Organized:
You have a keen attention to detail and can manage multiple tasks efficiently without losing track.
People Person:
You excel at building rapport with clients and have exceptional written and oral communication skills.
Positive Attitude:
You approach challenges with a can-do mindset, demonstrating empathy and understanding towards client needs.
Conflict Resolution Skills:
You possess strong conflict resolution abilities, enabling you to handle challenging situations calmly and effectively, turning potential issues into positive outcomes.
Problem Solver:
Your proactive approach ensures you can see issues through to resolution while keeping clients informed and satisfied.
Tech Savvy:
Familiarity with tools such as Go HighLevel, HelpScout, and Basecamp are highly desirable for success in this role.
Why Join Us?
- Be part of a supportive team dedicated to making a difference in the fitness community.
- Enjoy the flexibility of fully remote work while contributing to the success of our clients.
- Gain valuable experience in customer support and develop your skills in a dynamic environment.
How to Apply
If you’re ready to make a difference and grow with us. Apply now and upload your resume and a brief cover letter highlighting your relevant experience.
Kilo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Our company is completely remote, though we do have clusters of people in south Florida and southwestern Ontario. If you're close to any of those areas, that's a plus.
This position is compensated hourly plus commission.
