Position Overview As a Customer Success Representative for Race Roster, the ASICS Runkeeper App, ASICS Studio and other future apps, you will be an expert on our technology and support services. You will be responsible for delivering clear and concise information to our event organizers, participants and end users in a timely manner through various communication channels (emails, social , phone support, social media).

You will be relied upon to deliver exceptional customer service and provide creative solutions to event organizer and app user problems . Day to day, you will be responsible for communicating internally cross-department and externally to our clients and end-users. This position requires flexibility as we respond to new business and customer requirements, while being able to quickly adapt to new strategies and priorities as they evolve.

Product Line This role will be working with both the Race Roster and Runkeeper products.

Work Location The successful candidate for this role will be a hybrid employee (flexibility to work in the office or from home at a location within 75 km from the London, ON office).

Responsibilities

Work closely with the Customer Success team to answer incoming inquiries from event organizers, event participants and app end-users to ensure a positive customer experience

Offer support, guidance and training to event organizers, event participants and app end-users via phone, email, video calls + screen-shares and social media

Offer empathy, support and creative solutions to technical problems with event organizers, event participants and app end-users

Work closely with Customer Success leadership to identify themes, offer solutions and make educated recommendations to our technical team

Submit product bugs & enhancement (Race Roster and Runkeeper) requests on behalf of the Customer Success Team

Complete projects and tasks that directly impact the success of our customers and end-users





Work effectively across departments to help exceed customer expectations

Prioritize workload and manage multiple tasks at once

Meaningfully participate in diversity and inclusion initiatives across the ASICS Apps teams

Other duties as directed, including the potential for various ad hoc or special projects as assigned

Education & Experience

Post-secondary education is preferred

1-3+ years experience in a skilled services environment

Strong customer service skills

Strong organization and data management skills

Available for a Tuesday to Saturday or Sunday to Thursday work week

Availability during support business hours, Monday to Friday 8:00 AM – 8:00 PM EST, Saturday 7:00 AM – 8:00 PM EST, and Sunday 7:00 AM – 3:00 PM EST (subject to change based on seasonal support needs)

Comfortable with phone and email customer service

Experience in troubleshooting simple and complex customer challenges

Eager to provide superior customer service and build relationships

Ability to show empathy when needed

Self-motivating, results-driven, top performer

Tech savvy

Bonus Education & Experience

Bilingual English/French/Spanish is preferred

Relevant Industry Experience The successful candidate for this role will become an employee of Race Roster North America Corporation (doing business as ASICS Apps Canada), asubsidiary of ASICS Corporation, a Japanese multinational corporation. Race Roster was founded in London, Ontario in 2011.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, sex, place of origin, ethnic origin, ancestry, citizenship, creed, record of offenses, genetics, disability, age, marital status, family status, veteran status, or fitness level.

Accommodations are available on request for candidates taking part in all aspects of the selection process.

This posting is for an existing vacancy.

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