Partner Experience Specialist
London
Commercial – Partner Success /
Full-time /
On-site
About Fresha
Fresha is the leading marketplace platform for beauty & wellness trusted by millions of consumers and businesses worldwide.
Fresha is used by 110,000+ businesses and 450,000+ stylists and professionals worldwide, processing over 1 billion appointments to date.
The company is headquartered in London, United Kingdom, with global offices located in New York City, Vancouver, Sydney, Dubai, Riyadh, Amsterdam, Warsaw and Pristina.
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 subscription-free 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.
Role Overview
Given our exciting and progressive growth plans, we are looking for an exceptional Partner Experience Specialist to come and join our global business.
Reporting directly into the Head of Professional Services, and working collaboratively with our Partners, our Sales and Account Management teams, you will be accountable for improving the experience of our Partners using Fresha’s software.
This is a great opportunity for someone looking to work in a fast-paced and changing environment, who likes to work autonomously, enjoys a challenge and wants to make an impact.
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. Our London HQ: WeWork, 10 York Rd, London SE1 7ND.
What you will be doing
- Support - Be the go-to person for resolving partners' queries related to the payments section of our software. You'll utilise your excellent communication skills, both via email and phone, to provide helpful and professional assistance.
- Inform - Become an expert in our product and take the initiative to keep partners informed about new features and functionalities. Your goal is to ensure their success and satisfaction with Fresha.
- Guide - Offer consultative solutions to partners regarding our payments capabilities, guiding them towards effective resolutions. Your critical thinking skills will be crucial in handling specific issues with confidence.
- Extra Mile - We value exceptional customer experiences. Going the extra mile to provide outstanding support and ensuring partners' needs are met will be one of your top priorities.
- Connect - Build strong relationships of trust and enthusiasm with our partners through open and interactive communication. You will be the bridge between our company and our valued partners.
- Promote - Play a key role in driving the adoption of our payments capabilities among partners. Your dedication to their success will be instrumental in achieving this goal.
- Coordinate - Assist in the deployment and shipment of payment terminal devices to partners, ensuring a smooth and efficient process.
- Advocate - For our partners by actively collecting their feedback and communicating it to our product team. Your insights will help enhance their overall experience and increase brand awareness.
This list is not exhaustive and there may be other activities you are required to deliver.
What we are looking for
- Experience - In a Customer Success, Support and/or Account Management role with SMB
- Passionate - About customer service and providing an exceptional experience
- Team Player - Great work ethic and a customer-centric mindset
- Communication - Friendly, clear and engaging communication, both written and spoken
- Proactive - In seeking solutions and resolving issues for partners to improve their experience
- Creativity - Creative thinking and problem-solving mindset
- Initiative - Self-starter and proactive approach
- Adaptability - Comfortable working in a fast-paced and changing environment
- Time Management - Outstanding time management skills, with the ability to prioritise tasks to ensure you meet your goals and deadlines
Added bonus
- Bi-lingual - Fluency in English and another language
- Beauty & Wellness - Experience within the beauty and wellness industry
At Fresha, we value passion and potential as much as specific skills. If you're enthusiastic and eager to learn, we encourage you to apply, even if you don't meet every listed requirement. We believe in fostering growth and providing the support needed for you to excel in your role.
Interview process
- Screen Call - Video-call with a member from the Talent Team (30 mins)
- Skills & Experience - Video/In-person interview with Hiring Team (45 mins)
- Task - In-person interview with hiring team (60 mins)
We aim to finalise the entire interview process and deliver feedback within 4 weeks.
Every job application received is reviewed manually by our talent team. While we strive to assess applications within 7 days, the sheer volume of talented individuals expressing interest may occasionally extend this timeframe.
Inclusive workforce
At Fresha, we are creating a culture where individuals of all backgrounds feel comfortable.
We want all Fresha people to feel included and truly empowered to contribute fully to our vision and goals. Everyone who applies will receive fair consideration for employment.
We do not discriminate based on race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying.
If you have any accessibility requirements that would make you more comfortable during the interview process and/or once you join, please let us know so that we can support you.
