ASICS Apps - Bilingual Customer Success Representative

ASICS Apps lives by ASICS’ founding philosophy, "Anima Sana In Corpore Sano” or “A Sound Mind in a Sound Body.” We believe in the positive benefits of movement and aspire for people all over the world to live healthful and happy lives in both body and mind. 
 

The ASICS Apps provide digital services and goods focused on helping runners and running events every step of the way. To strengthen our commitment to runners, we are expanding our investment in endurance-related digital services, such as endurance event technology (Race Roster), leading mobile running app (the ASICS Runkeeper app), and other exciting platforms that will help us better serve the endurance industry. Combined, these projects and products makeup ASICS Apps. 
 

Our mission?in the past, today, and into the future?is to contribute to a healthful and sustainable society and to bring joy to the people of the world through movement. Movement is an important element in living longer healthy lives, in feeling more fulfilled, and in crossing national and cultural boundaries to bring the world together. If you are looking to join a fun and innovative company focused on the booming digital health and fitness industry, this is the place for you!

Position Overview

As a Bilingual Customer Success Representative for Race Roster, the ASICS Runkeeper App, ASICS Studio and other future apps, you will be an expert on our technology and support services. You will be responsible for delivering clear and concise information to our event organizers, participants, and end users in a timely manner through various communication channels (emails, social, phone support, social media). You will be relied upon to deliver exceptional customer service and provide creative solutions to event organizer and app user problems. Day to day, you will be responsible for communicating internally cross-department and externally to our clients and end-users. This position requires flexibility as we respond to new business and customer requirements, while being able to quickly adapt to new strategies and priorities as they evolve.

This position is open to internal and external candidates

Product Line

This role will be working with both the Race Roster and Runkeeper products.
 

Work Location

The successful candidate for this role can be either a satellite employee (working 100% remotely from a designated location within Canada or US), a hybrid employee (flexibility to work in the office or from home at a location within 75 km/45 miles from the London, ON/Boston, MA office), or an in-office employee at our London, ON/Boston, MA office.

Responsibilities

• Work closely with the Customer Success team to answer incoming inquiries in English and French from event organizers, event participants and app end-users to ensure a positive customer experience
• Offer support, guidance, and training to event organizers, event participants and app end-users via phone, email, video calls + screen-shares and social media
• Offer empathy, support, and creative solutions to technical problems with event organizers, event participants and app end-users
• Work closely with Customer Success leadership to identify themes, offer solutions and make educated recommendations to our technical team
• Submit product bugs & enhancement (Race Roster and Runkeeper) requests on behalf of the Customer Success Team
• Complete projects and tasks that directly impact the success of our customers and end-users
• Meaningfully participate in diversity and inclusion initiatives across the ASICS Apps teams
• Work effectively across departments to help exceed customer expectations
• Prioritize workload and manage multiple tasks at once
• Other duties as directed, including the potential for various ad hoc or special projects as assigned

Education & Experience

• Post-secondary education is preferred
• 1-3+ years’ experience in a professional services environment
• Strong customer service skills with a demonstrated ability to communicate in English and French
• Strong organization and data management skills
• Available for a Tuesday to Saturday or Sunday to Thursday work week
• Availability during support business hours, Monday to Friday 8:00 AM – 8:00 PM EST, Saturday 7:00 AM – 8:00 PM EST, and Sunday 7:00 AM – 3:00 PM EST (subject to change based on seasonal support needs)
• Comfortable with phone and email customer service
• Experience in troubleshooting simple and complex customer challenges
• Eager to provide superior customer service and build relationships
• Ability to show empathy when needed
• Self-motivating, results-driven, top performer
• Tech savvy
• Bilingual English/French

Bonus Education & Experience

• Relevant industry experience

Performance Measures

• Effective completion of assigned tasks
• Efficient use of time and resources
• Continuously learning and improving in your role
• Quality of work performed
• Ability to communicate effectively with other employees at all levels of the organization