Customer Experience Associate

What we're looking for

Our partners are the most important piece of the pie. They are the heart of the industry and what makes the Sutra experience special and unique. Our customer experience team represents the voice of the customer. If you're comfortable speaking with new customers, building relationships and demonstrating how our product can help instructors grow their businesses is essential. Yoga/group fitness instructors already using Sutra is a total plus!

The Role

• Support our operators by delivering timely feedback that empowers our teams and internal partners to provide exceptional customer experiences.
• Evangelize our customers and turn our disgruntled guests into our biggest fans.
• Field questions across various channels (email, chat, and social media) and achieve a best-in-class response time.
• Communicate with our customers per day via email, live chat and phone to answer any questions an improve the Sutra experience
• Become an expert on all things Sutra and answer any and all customer questions and concerns
• Go above and beyond in creating a magical experience for our customers
• Report on insights + industry feedback from customers to improve product features

The You

• 1-2 years experience in a Customer Support, Communications/PR, or Social oriented role.
• Connect. You love meeting new people and sharing Sutra's mission of empowering new and current business owners.
• Previous experience in a role requiring impeccably written communications across social and email.
• A guest experience mindset: has good judgment about how to assess and resolve a customer problem in a thoughtful way.
• Ability to identify opportunities for process improvement that contributes to a first-class customer experience.
• Demonstrated ability to explain complex issues clearly
• Strong experience with Microsoft office
• Excellent communication skills -- written, verbal, presentation
• Great at multi-tasking. Able to manage numerous requests and time demands concurrently, while achieving goals.
• Team player - we're in this together. You will play an integral part of helping our team and work hard to help achieve goals.
• Organized, self-sufficient and a go-getter. Able to go above and beyond what is expected of you.
• Four-year post-secondary education/Bachelor's degree (preferred)

The Benefits

• Weekly workouts with the team
• Health/dental/vision coverage
• Unlimited PTO / sick leave
• Annual company retreat

How to Apply

Does this role sound like a good fit? Email us at [email protected]

• Include the role's title in your subject line.
• Send along links that best showcase your relevant experience