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Customer Experience Representative

3 months ago

Miami, United States haku (careers@hakusports.com) Full time
Job DescriptionJob Description

We are looking for a dynamic, high energy, self-starter, who lives and breathes customer service. This candidate will be ready to support both event organizers and their participants and answer any questions they may have.

YOUR LIFE AT HAKU

Our state of the art, stunning offices overlooking Biscayne Bay in Miami are home to a diverse, thoughtful, and dynamic group of passionate professionals. We love solving challenges, fostering strong relationships with our customers, creating innovative technology, and winning together as a team - we think you'll love it too.

As a Team Member, You'll Be Eligible To Benefit From:

  • Flexible PTO + paid holidays
  • Top-quality benefits package (Health, Dental, Vision, STD, LTD, and Life Insurance)
  • 401k with employer matching (after 90 days)
  • Parental Leave: paid parental leave for birthing and non-birthing parents (after 1 year)
  • Professional Development Reimbursement (after 6 months)
  • Monthly credit towards wellness activities (gym, meal plans, mental health costs)
  • Free access to wellness subscriptions, mental health and financial planning platforms
  • Discounted rates for pet insurance and voluntary life insurance and exclusive employee discounts through Perkspot
  • Company-paid parking in the heart of Brickell
  • State-of-the-art Apple computer and accessories
  • Wellness activities, happy hours, and company-wide fun events
  • Top-of-the-line office facilities, including an on-site gym and wellness center, fully stocked kitchen, and more

WHAT YOU'LL DO

  • Manage a portfolio of enterprise event organizations and monitor events’ success

  • Provide training on all haku products to new event organizers during the on-boarding process

  • Provide training to existing customers on any new features and products

  • Create an online support system and publish user guides and answers to frequently asked questions

  • Support participants with any registration or route questions or send to the appropriate event organizer

  • Work closely with event organizers on different ways to help them promote and market their events to more people using haku's social and marketing tools

  • Document customer feature requests and work closely with the development team to prioritize incoming requests

  • Collaborate with Participant Support, Product, Engineering, Business Development, and other internal teams by effectively utilizing internal tools to address and resolve issues

  • Ability to pull, summarize, and appropriately share insights with customers and cross-functionally

WHO YOU ARE

  • College education in Business Administration, Marketing, Communications, Accounting or Finance preferred. Masters Degree preferred but not required.

  • Detail-oriented with excellent interpersonal, presentation, written and communication skills

  • Ability to learn, understand, and use technology

  • Efficient, organized and can prioritize tasks

  • Proactive attitude with a passion to provide amazing service and support to every customer

  • Self-Starter with a great ability for problem solving

  • Willingness to occasionally travel

  • 1-2 Years of Customer Success Experience

  • Self-Starter with an excellent ability for problem-solving and intellectual curiosity to seek out answers until a topic is fully comprehended

  • Experience in identifying customer retention risks and building effective risk mitigation strategies

  • Travel of 5-10% is required as part of the role to support our customer's events


MORE ABOUT HAKU

haku is a state-of-the-art technology platform that powers world renowned events. Our SaaS product equips event organizers of all sizes with an impactful business platform that enables them to plan, organize, promote, and execute their events. The bulk of our customers make up the enterprise tier of our market and include organizations like the Marine Corps Marathon, runDisney, The Philadelphia Eagles, the Bank of America Chicago Marathon, the Atlanta Track Club, the Big Sur Marathon, Team in Training, Lexus Corporate Run, and many more.

We’re proud to be a minority owned-business and equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Our vision as an employer is to establish a work environment where everyone is welcomed, and anyone has the right to succeed

For more information about our company, please visit our website at www.hakuapp.com/careers