Global Onboarding & Support Specialist

Job Description

Job Description

The Global Onboarding & Support Specialist will serve as a first point of contact for all brands under the FIT House. This position is responsible for receiving, troubleshooting, and resolving issues related to the franchise network support needs across multiple disciplines including but not limited to technology, athletics, performance, legal, marketing, branding, pre-open requirements, and finance. This role requires a deep understanding of various proprietary platforms, effective communication skills, and a customer-centric approach to problem-solving. This position will be valuable in the transition to a relationship management-focused support platform and tangibly improving global system-wide support in partnership with all internal divisions and departments.

Responsibilities

The Global Onboarding & Support Specialist will:

• Adhere to all network support policies and procedures and maintain consistent and efficient support across all brands falling under the global FIT House of Brands.
• Respond to F45 HQ and franchise network inquiries via F45 Training’s preferred ticketing platform (Freshdesk) in a professional and friendly manner.
• Serve as the primary point of contact for the franchise network and liaise with internal teams on behalf of franchisees to ensure that each request is addressed in a timely manner.
• Provide accurate information that efficiently resolves the support needs of all stakeholders.
• Adhere to the F45 Training Franchise Network Support Policy and ensure that response and resolution targets are consistently achieved.
• Collaborate with cross-functional global teams to deliver requisite service levels.
• Collaborate with cross-functional global teams to drive overall business success.
• Escalate critical support system issues promptly.
• Assist with the creation and development of knowledge bases, FAQs, canned responses, and any other resources that are needed to ensure a robust support platform is developed for FIT House brands.
• Enhance the level of client service and support provided to studios during the pre-open processes.
• Successful participation in and completion of specifically assigned process and procedure workflow updates about improving the Onboarding and Support functions of the business in partnership with other stakeholders and divisions.
• Develop and maintain enhanced relationships with internal and network stakeholders across all F45 Training brands in a manner that promotes partnership, rapport, empathy, and teamwork.
• Maintain a positive attitude and a strong commitment to delivering an outstanding support experience and maintaining a positive internal working environment.
• Champion and participate in a culture of excellence, teamwork, and accountability within the global support team.

Requirements

• Minimum 2 years prior experience in a client-facing role
• Prior experience with various technology platforms including but not limited to Google Workplace, Slack, ticket support systems, and artificial intelligence tools
• Excellent communication skills, both written and verbal
• Strong problem-solving and critical-thinking abilities
• Able to quickly adapt to a fast-paced environment
• Bachelor’s degree preferred

Benefits

FIT is committed to offering competitive pay and benefits.

• Medical, Vision and Dental benefits
• Competitive salary, based on experience
• 401(k)
• Flexible / Unlimited PTO
• Casual dress and laid-back work environment
• Fun, fitness and health orientated environment

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FIT is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.