Customer Support Representative - TrainingPeaks

Company Information

Join the Team Powering the World's Best Endurance Athletes

At TrainingPeaks, we believe that behind every great athlete is a great coach and the right technology to help them reach their potential. Our platform is trusted by Tour de France winners, Olympic gold medalists, and everyday endurance athletes to plan, track, and analyze their training. Whether you're a performance-driven athlete, a passionate coach, or someone who simply thrives on building tools that empower others, TrainingPeaks is where ambition meets impact.

As part of the Peaksware portfolio, consisting of brands like TrainingPeaks, MakeMusic, Alfred Music, TrainHeroic, we’re united by a shared mission: to create software that transforms deliberate practice into performance. At Peaksware, we don’t just build products. We build communities of motivated people chasing progress, including athletes, musicians, performers, and the teams that support them.

General Summary

As Customer Support Representative, you will primarily be responsible for delivering an exceptional customer service experience by quickly and accurately resolving customer inquiries through online communications, to ensure customer satisfaction and retention. Your end goal is to increase the success of our clients as well as provide feedback on the customer experience. You are a continuous learner with a hunger for knowledge. You approach challenges as opportunities to improve. You value team members’ input from all levels and you actively seek ways to support your colleagues. You will sit directly with the Customer Support Team, work in close collaboration with Sales, Marketing and Product Teams, and report to the Manager, Customer Support. 

Core Functions: 

• Receive inbound emails, and/or chats from customers to answer questions and resolve technical issues for our products and accurately record customer interactions within the ZenDesk environment.
• Support processing refunds and answering accounting-related questions using internal platforms, including, but not limited to, Zuora’s Braintree and UserVoice.
• Contribute to the knowledge base by creating and maintaining articles that effectively resolve customer questions and technical issues.
• Engage the customer to suggest the use of additional products when applicable.
• Collaborate cross-functionally within the team and across departments to achieve customer satisfaction goals.
• Influence the customer experience by providing feedback on the voice of the customer.
• Encourage and assist in the adoption of the ecosystem of products and features where appropriate.
• Partner with Marketing, Sales, Product, UX, and Engineering to provide exceptional service for customers.
• Submit and manage product issues and bugs to Product and/or Engineering as appropriate.
• Contribute to our customer-first approach by being open to assisting clients outside of regular business hours, which may include working occasional evenings and weekends.
• Assist in editing and updating technical and FAQ documentation.

Requirements

Required Qualifications: 

• Passion for endurance sports, health & fitness.
• Experience using TrainingPeaks as an athlete and/or a coach.
• Ability to troubleshoot and resolve technical software issues via telephone, email, chats, webinars, etc.
• Demonstrated effectiveness in verbal and written technical communication.
• Superior customer service and problem-solving skills.
• Maintaining a calm demeanor during escalated situations.
• Ability to flex with changes in inbound contact volume, both seasonally and day-to-day, while also balancing additional duties and tasks.
• Strong ability to multitask under minimal supervision.
• Technical proficiency with PC and Mac platforms.
• Strong organizational and time management skills.
  
  

Desired Qualifications: 

• Experience as an endurance athlete.
• Experience using downloadable training devices (eg. Heart rate monitors, GPS devices, power meters) with a working understanding of the data.
• Experience using Best Bike Split and/or WKO.
• Customer-facing service experience, either in-person, via telephone, or via email/online communication.
• Experience with ZenDesk.

The work characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Desired Qualifications

• Experience as an endurance athlete
• Experience using downloadable training devices