Skip to contentJob PostingCustomer Success AgentThe RoleYou will meet our customers and help them set up and learn to use Club Unity tee sheet software. This reservations platform is the backbone of our customers' customer's user experience. You'll work with golf professionals, introducing them to modern software in a space overrun by legacy players. You'll be showing them an easier way to do things, showing them how much time they'll save and how many complaints they'll no longer deal with. You'll inspire them with confidence to introduce current software to their members.After they go live, you'll continue to support them as their primary contact. You'll answer questions and troubleshoot any issues that arise, occasionally escalating to our developers for quick resolutions.Core ResponsibilitiesImplementationHost kick-off meetings with new customers introducing them to the software and the self-guided configuration guideMonitor and assess implementation progress and hold regular, pre-set check-ins with new clientsManage implementation timelines for new customer software rolloutsTeach and guide new customers through common workflows during their testing and practice periodAdvise new customers on best practices to help meet their service objectivesTrainingUse train-the-trainer methodology: train one golf professional per club who becomes the internal tee sheet expertProvide SOPs as requiredIntroduce customers to the software knowledge base and support platformSupportManage support inbox and handle tier-one tee sheet support ticketsUse Loom (video platform)
to respond to support requestsDiagnose and resolve common issues independentlyEscalate complex technical issues to the development teamFollow up on escalations to confirm resolution and client satisfactionCustomer SuccessMaintain and update Club Unity knowledge base as neededAdapt training and support materials for French-language customersAbout Club UnityClub Unity is a B2B SaaS platform serving private clubs across Canada with a platform that facilitates online reservations (tee times, courts, classes, etc.), point of sale operations, membership management, and accounting. Demand for our software and service is surging and we're expanding and looking to add to our team.Who You AreFluent in French and English, both spoken and written, since you'll train customers and write support materials in both languages.You are good at learning how to use new software. You pick things up quickly and are not afraid to ask for help after you've searched the web and used AI to seek answersYou are comfortable and confident teaching others what you knowYou believe that service is a product and a promise. You treat customers as valuable relationships and their success gives you a sense of accomplishmentYou can diagnose why something isn't working and communicate it clearly and helpfully to both the customer and our technical teamNice to HaveBackground in golf club or hospitality operationsExperience training colleagues or customers on new software systemsWhat Success Looks LikeIn your first 90 days, you'll:Learn tee sheet workflows and understand how they fit into the day-to-day lives of our customers and their membersReview implementation and documentation and familiarize yourself with the new customer onboarding processMonitor the support inbox and work alongside your colleagues to support new and existing customersIn your first year, you'll:Be the owner of tee sheet implementations for all new customersBe the trusted point of contact for new customers during their critical first monthsExpand and update Club Unity support documentation to better serve our customers