Pristina

Customer Experience – Specialist /

Full-Time / On-Site

 

About Fresha

Fresha is the leading marketplace platform for beauty & wellness trusted by millions of consumers and businesses worldwide

 

Fresha is used by 110,000+ businesses and 450,000+ stylists and professionals worldwide, processing over 1 billion appointments to date. 

 

The company is headquartered in London, United Kingdom, with global offices located in New York City, Vancouver, Sydney, Dubai, Riyadh, Amsterdam, Warsaw and Pristina.

 

Fresha allows consumers to discover, book and pay for beauty and wellness appointments with local businesses via its marketplace, while beauty and wellness businesses and professionals use an all-in-one platform to manage their entire operations with an intuitive subscription-free business software and financial technology solutions.

 

Fresha’s ecosystem gives merchants everything they need to run their business seamlessly by facilitating appointment bookings, point-of-sale, customer records management, marketing automation, loyalty, beauty products inventory and team management.

 

The consumer marketplace unlocks revenue potential for partner businesses by leveraging the power of online bookings and automated marketing through mobile apps and advanced integrations with major tech brands including Instagram, Facebook and Google.

 

Important things to know

 

We operate a 24/7 customer experience team and this role will require you to work shifts on scheduled basis including weekends.

 

Shifts: 8AM-17PM (1 hour unpaid break, office based), 15PM-24PM (1 hour unpaid break, office based) and 24PM-8AM (1 hour paid break, remote)

 

Salary: 800-900EUR Per Month

Start Date: 

Office: Ramiz Sadiku Complex

WFH: 1 Day Per Week

https://jobs.lever.co/fresha/99ae41ca-5ecf-4f65-9827-b5437d830c5d/apply

 

Role Overview

Given our exciting and progressive growth plans, we are looking for an exceptional Customer Experience Specialist to come and join our global business.

Reporting directly to the CX Team Lead and collaborating with Fresha clients, you will be accountable for handling support tickets and communicating with partners through email.

 

Note that this approach may evolve over time, and we may incorporate additional contact channels such as voice/phone, live chat, social media, WhatsApp, and SMS. If these channels are introduced, you will be responsible for managing them as well.

 

This is an excellent opportunity for someone looking to work in a fast-paced and changing environment who likes to work in a close-knit cross-disciplinary team, enjoys complex domains and wants to make an impact.

Delight our Partners and their clients

• Resolve support tickets and partner contacts (from various channels and sources) using our ticketing system Hubspot, and support our partner’s clients
• Identify the root cause of issues and problems our partners are experiencing and proactively flag recurring issues, bugs and contact trends to your TL and the Fresha product teams
• Take a consultative approach to supporting our partners to make sure they are getting the most out of our software to drive partner retention
• Find creative solutions to partner problems and identify opportunities to improve our partners experience with Fresha and to generate more revenue for the business
• Be a proactive problem solver, going the extra mile to delight our partners

Testing and investigating

• Proactively test and investigate problems that our partners raise in our software
• Reproduce the issues and problems in your own test account and test solutions to the problem that you are solving
• Maintain your own test account and make sure all features and functionality are up to date, active and usable for testing purposes 

High performance

• Be a high performer in the team, exceeding expectations in product knowledge, KPI achievement and living the values of Fresha
• Take responsibility for your own performance and development, constantly learning and developing in the role and progressing through the CX structure
• Support your CX colleagues to achieve their targets and become high performers
• Constantly strive to raise the standards across the team to create a high performing culture

Ongoing learning and development

• • • Take onboard feedback from QA and coaching sessions
    • Actively engage in QA and coaching session with your colleagues and Tribe Lead
    • Become a product guru by constantly growing your product knowledge 
    • Keep up with the launch of new products and features so you are fully prepared to support partners when new features and products go live

This list is not exhaustive and there may be other activities you are required to deliver.

To foster a collaborative environment that thrives on face-to-face interactions and teamwork, all Fresha employees work from the office four days per week, with the flexibility to work remotely one day each week.

What we are looking for

• • • Curious - Problem solver who will get to the root cause of problems and find creative solutions to exceed our partners expectations
    • Passion - Delighting our partners so they never want to leave Fresha and advocate for the brand
    • English Language - Deliver high quality written and spoken responses in English to partner questions and queries
    • Technical Mindset - Comfortable using, navigating and explaining how to use our multifaceted beauty and wellness software
    • Ability To Work At Pace - Continually learning as our software continue to grow and evolve
    • Ambiguity - Comfortable learning through testing and using the product  
    • Enthusiasm - Positivity and a can do attitude
    • Feedback - Comfortable taking feedback on board, applying it to your daily activities and demonstrating humility

At Fresha, we value passion and potential as much as specific skills. If you're enthusiastic and eager to learn, we encourage you to apply, even if you don't meet every listed requirement. We believe in fostering growth and providing the support needed for you to excel in your role.

Interview Process

• • • Screen Call - Video-call with a member from the Talent Team (30m)
    • Skills & Experience - Video-call with CX Hiring Team (30m)
    • Tech & Written Assessment - In-person with CX Hiring Team (60m)
    • Cultural Assessment - Video-call with VP of CX (30m)

We aim to finalise the entire interview process and deliver feedback within 2 weeks.

 

Every job application received is reviewed manually by our talent team. While we strive to assess applications within 7 days, the sheer volume of talented individuals expressing interest may occasionally extend this timeframe.

 

Inclusive workforce

At Fresha, we are creating a culture where individuals of all backgrounds feel comfortable.

We want all Fresha people to feel included and truly empowered to contribute fully to our vision and goals. Everyone who applies will receive fair consideration for employment.

We do not discriminate based on race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying.

 

If you have any accessibility requirements that would make you more comfortable during the interview process and/or once you join, please let us know so that we can support you.

About Fresha

 

Fresha is the leading marketplace platform for beauty & wellness trusted by millions of consumers and businesses worldwide.

 

Fresha is used by 110,000+ businesses and 450,000+ stylists and professionals worldwide, processing over 1 billion appointments to date. 

 

The company is headquartered in London, United Kingdom, with global offices located in New York City, Vancouver, Sydney, Dubai, Riyadh, Amsterdam, Warsaw and Pristina.

 

Fresha allows consumers to discover, book and pay for beauty and wellness appointments with local businesses via its marketplace, while beauty and wellness businesses and professionals use an all-in-one platform to manage their entire operations with an intuitive subscription-free business software and financial technology solutions.

 

Fresha’s ecosystem gives merchants everything they need to run their business seamlessly by facilitating appointment bookings, point-of-sale, customer records management, marketing automation, loyalty, beauty products inventory and team management.

 

The consumer marketplace unlocks revenue potential for partner businesses by leveraging the power of online bookings and automated marketing through mobile apps and advanced integrations with major tech brands including Instagram, Facebook and Google.

 

Salary: 550-650EUR

Target Start Date: 15th July

Location: Ramiz Sadiku Complex, Prishtina 10000

Work Setup: 4 days per week in office 1 day from home

 

Role overview

 

Given our exciting and progressive growth plans, we are looking for an exceptional Professional Services Associate (Onboarding Specialist) to come and join our global business.

 

Reporting into Team Lead Professional Services, EMEA you will play a crucial role in ensuring the smooth onboarding and success of our newest partners. Your primary responsibilities will include data migration and marketplace moderation, working collaboratively with our global Professional Services Team to deliver exceptional services to our partners worldwide.

 

This is a great opportunity for someone looking to work in a fast-paced and changing environment, who likes to work autonomously, enjoys a challenge and wants to make an impact.

 

To foster a collaborative environment that thrives on face-to-face interactions and teamwork all Fresha employees work from the office four days per week, with the flexibility to work remotely one day each week. Pristina office: Ramiz Sadiku Complex, Prishtina 10000

KPIs

• • Task Completion - Complete all Medium Priority Tasks in 48 hours, and High Priority Tasks in 24 Hours
  • Moderation - Marketplace profiles moderated - 40 per hour
  • Improvements - Marketplace profile improvements - 5 per hour

Data Migration

• • Transfers - Transfer data from our partners' current systems to their new Fresha accounts with accuracy and efficiency
  • Quality Control - Ensure that all migrated data is complete, organised, and compliant with data protection regulations
  • Troubleshooting - Troubleshoot and resolve any issues related to data migration, providing timely support to our Professional Services Specialists as needed

Marketplace Moderation

• • Enhancement - Moderate and enhance the profiles of our partners on the Fresha marketplace to optimize their visibility and attract more clients
  • Accuracy - Ensure that partner profiles are accurate, and reflective of their offerings and location
  • Approval - Work to increase the number of Profiles on the Fresha Marketplace are Moderated Approved

Collaboration and Support

•  

  This list is not exhaustive and there may be other activities you are required to deliver. 

   

  • Collaborate - Work closely with the global Professional Services Team to coordinate efforts and ensure consistent delivery of services to our partners
  • Support - Provide ongoing support to the Professional Services Specialists, addressing inquiries and concerns related to data migration and marketplace moderation.
  • Process Improvement - Identify opportunities for process improvements and contribute ideas to enhance the efficiency and effectiveness of our services.

What we are looking for

•  

  At Fresha, we value passion and potential as much as specific skills. If you're enthusiastic and eager to learn, we encourage you to apply, even if you don't meet every listed requirement. We believe in fostering growth and providing the support needed for you to excel in your role. 

  • Detail-oriented - Exceptionally high attention to detail, organization and time management
  • Communicative - Excellent communication and interpersonal skills.
  • Data - Proficient in Excel and data cleaning
  • Analytical - Strong analytical and troubleshooting skills
  • Collaboratively - Ability to work collaboratively in a fast-paced, cross-functional team environment.
  • Proactive - Self-starter and highly proactive approach
  • Data Migration - Experience in data migration, data entry, or similar roles is highly desirable.
  • Industry Knowledge - Familiarity with beauty and wellness industry trends and practices is a plus.

Interview Process

•  

  We aim to finalise the entire interview process and deliver feedback within 2 weeks.

   

  Every job application received is reviewed manually by our talent team. While we strive to assess applications within 7 days, the sheer volume of talented individuals expressing interest may occasionally extend this timeframe.

  • Video Introduction - Create a short video introducing yourself and why you're best for the position (5 mins)
  • Skills & Experience - Video-call with PSS Hiring Team (30 mins)
  • Technical Ability & Cultural Assessment - Panel video-call with PSS Hiring Team (30 mins)

Inclusive workforce

 

At Fresha, we are creating a culture where individuals of all backgrounds feel comfortable.

 

We want all Fresha people to feel included and truly empowered to contribute fully to our vision and goals. Everyone who applies will receive fair consideration for employment.

 

We do not discriminate based on race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying.

 

If you have any accessibility requirements that would make you more comfortable during the interview process and/or once you join, please let us know so that we can support you.