ASICS

Customer Success and Support Specialist

ASICS

full-time

Posted on:

Location Type: Hybrid

Location: New Zealand

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About the role

  • Deliver exceptional customer support and success outcomes across the Race Roster platform and ASICS Apps suite, ensuring a high-quality experience for event organizers, participants, and end users
  • Own and develop customer relationships for a portfolio of New Zealand-based event organizers, acting as the primary point of contact and trusted advisor
  • Provide onboarding, training, and ongoing enablement to customers to drive adoption, optimisation, and long-term platform value
  • Lead and support end-to-end event registration cycles, including configuration, testing, launch, and post-event review
  • Communicate and understand new features, system updates, and platform enhancements, including delivery of training where required
  • Capture, escalate, and track product issues, bugs, and enhancement requests to support continuous platform improvement

Requirements

  • 3+ years’ experience in a customer service, professional services, or client-facing role
  • Strong customer service and communication skills, with the ability to show empathy and professionalism
  • High level of technical aptitude and willingness to learn new technologies
  • Strong organizational, data management, and relationship management skills
  • Comfortable delivering support via phone, email, video, in-person, and digital channels
  • Proven ability to troubleshoot simple and complex customer challenges
  • Self-motivated, independent, and adaptable in a fast-paced environment
  • Willingness to travel and work outside standard business hours when required
  • Bonus: Event management or endurance sports industry experience
  • Bonus: Experience working with B2B SaaS platforms
  • Bonus: Experience working in a business across multiple timezones
Benefits
  • Proactively identify customer needs, risks, and growth opportunities, recommending solutions that improve efficiency and participant experience
  • Collaborate cross-functionally with internal teams (Customer Success, Product, Finance, Sales, Marketing) to deliver customer outcomes and advocate for customer needs
  • Support onsite event delivery, including travel and flexible working hours as required
  • Execute responsibilities in accordance with Race Roster company policies, and undertake other duties as directed, including ad hoc or special projects as assigned
  • Meaningfully participate in diversity and inclusion initiatives across the ASICS Apps teams
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportonboardingtrainingevent registrationdata managementtroubleshootingplatform optimisationrelationship managementtechnical aptitudeB2B SaaS
Soft Skills
communicationempathyprofessionalismorganizational skillsself-motivatedindependentadaptablecustomer serviceproblem-solvingrelationship building