The AI-powered OS for beauty,
wellness and self-care
About Fresha
Fresha is the AI-powered operating system for the global beauty, wellness and self-care industry, connecting and powering everything from salons and barbers to spas, medspas, fitness studios and health practices.
Trusted by millions of consumers and businesses worldwide. Fresha is used by 140,000+ businesses and 450,000+ stylists and professionals worldwide, processing over 1 billion appointments to date.
The company is headquartered in London, United Kingdom, with 15 global offices located across North America, EMEA and APAC.
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 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-5PM (1 hour unpaid break, office based), 3PM-12AM (1 hour unpaid break, office based)
Hiring: 10x Customer Experience Specialists
Salary: 900-950 EUR Gross Per Month
Office: Prime Residence Pejton, Rruga Ukshin Hoti, Pristina 10000
Working Setup: 5 days per week in office
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 w