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Customer Support Specialist

Job Type:

Full Time, Remote, Salaried

About Onform

Onform is on a mission to help athletes and coaches reach their true potential. We do this by making objective video-based feedback and expert instruction universally accessible via our mobile and web apps. Our rapidly growing customer base includes Olympic teams, professional baseball teams, top professional instructors in numerous sports, as well as schools, universities and health care institutions around the world.


We aim to build a capital-efficient, sustainable and profitable company. Unwilling to measure our success by the amount of venture money raised or growing for the sake of growing, we favor a focused and careful approach that ensures the relentless pursuit of customer value and the achievement of the company mission. We believe this approach will create the most sustainable, fun, and productive company for years to come.


We are a remote-first culture and small virtual team located across the world.


About the role

We are looking for a Customer Support Specialist to help our customers who are experiencing technical issues when using the app as well as general questions about the app and its features.  This role is our front line and many times our customer’s first experience with our company.  Therefore, it is imperative that the person in this role can make the right impression on our potential and current customers.


Customer Support Specialist responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. It would be helpful if you are also familiar with help desk software and CRMs.


Ultimately, you will add to our reputation as a company that offers excellent customer support during all sales and after-sales procedures.


Core Functions

  • Respond to customer support queries via phone, email, or text

  • Identify customer needs and help customers understand specific features

  • Analyze and report product malfunctions (for example, by testing different scenarios)

  • Inform customers about new features and functionalities when in communication

  • Follow up with customers to ensure their technical issues are resolved

  • Gather customer feedback to share with our Product, Sales, and Marketing teams

  • Engage with customers who may be susceptible to cancellation


Required Qualifications

  • Excellent communication (verbal/written) and problem-solving skills

  • Empathetic toward customer's concerns and issues

  • Very comfortable with technology, mobile operating systems (Apple/Android) and general software usage (Google docs, Microsoft)

  • Experience as a Customer Support Specialist or similar role helpful

  • Familiarity with sports and coaching is a plus

  • Experience using help desk or CRM software

  • Familiarity with Zoom, Google meet, Slack

  • Self-starter with the ability to multi-task in a fast-paced environment

  • Could include monitoring of support queues during weekends, evenings or holidays


The Customer Support Specialist position will report to the Director of Customer Success.


Don’t meet every single requirement? Don’t worry, we still want to hear from you and encourage you to apply.


Work Environment:

We are a remote-first culture with team members located throughout the world. This role routinely involves virtual meetings over varying time zones with the expectation that team members are present with limited distractions and robust internet connectivity.


Compensation:

Compensation package includes a competitive salary between $42,000 and $55,000 USD. We provide a matching 401k plan and health and wellness benefits. Due to our remote culture we also provide a $300/month stipend for cell phone, internet services and wellness expenses. Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

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