Client Success Representative

Part-time, Contract

Location: Remote, USA

Position Overview

As a Client Success Representative (CSR) for Boathouse Connect, you will be responsible for helping rowing clubs get setup on our platform, answering questions from users, and helping to update our help guides. Being a CSR, you will be the primary point of contact for rowing clubs using Boathouse Connect to help ensure that they are successful with our product. Being a fully remote position, you can work whatever hours are convenient to you.

Required Skills

• 2+ years as a rower, coxswain, or rowing coach
• Excellent Communication Skills – Ability to clearly and professionally communicate with clients via email, chat, and video calls.
• Customer Service Orientation – Passion for helping clients succeed and ability to handle questions or concerns with patience and empathy.
• Problem-Solving Ability – Capable of identifying issues, troubleshooting technical problems, and finding effective solutions.
• Tech-Savviness – Comfortable learning and explaining web-based platforms; familiarity with SaaS products is a plus.
• Organizational Skills – Ability to manage multiple tasks, prioritize requests, and keep track of follow-ups.
• Writing and Editing Skills – Proficiency in crafting clear, concise help articles and email communications.
• Training and Presentation Skills – Ability to conduct virtual training sessions and demos for small or large groups.
• Attention to Detail – Ensuring that setup instructions, training materials, and troubleshooting steps are accurate.
• Adaptability and Initiative – Willingness to adapt to changing client needs and proactively offer suggestions for improving the platform and processes.
• Team Collaboration – Ability to work effectively with internal teams (engineering, marketing, and product development) to advocate for client needs.

Nice-to-have knowledge/skills

• Experience with project tracking software (we use YouTrack)
• Experience with group communication tools (we use Slack)
• Knowledge of the Scrum Guide (we operate on 4-week sprints, but release multiple times per month)

All of the nice-to-haves are exactly that... Nice to have. Knowledge or experience with these items is not required and will not be penalized in our selection process. We will train you on anything you don't have experience in.

Things you may do

• Assist rowing clubs with getting started with our platform.
• Reply to messages sent through our contact form.
• Answer questions for rowing club admins, coaches, athletes, and parents.
• Troubleshoot issues specific users are having to help them solve any issues that arise.
• Craft periodic emails to our users informing them of new features.
• Train new rowing club admins on how to use our platform and suggest improvements to their setup.
• Update our help guides by writing new help articles based on frequently asked questions you receive (as well as updating outdated articles).
• Provide recommendations to our product/engineering teams on improvements that need to be made to the product based on your interactions with prospective / current users.
• Conduct virtual trainings (via Zoom) to new board members/coaches/volunteers at clubs already using our platform

Compensation

$20 / hour working 0-10 hours per week.

Interested in joining us?

Apply Now!