Customer Experience Associate, Wellhub
Partners
Hourly base salary: $21.17 - $31.75
Employee fitness & wellness platform
Job no longer available
Employee fitness & wellness platform
1001+ employees
Job no longer available
Hourly base salary: $21.17 - $31.75
1001+ employees
Company mission
To ignite and fuel every journey to feel good, through its complete corporate wellbeing platform.
Role
Who you are
- 2 years in customer service environments, with experience handling customer interactions via live chat and email
- Proficient with the Google ecosystem or Microsoft Office Suite, including Outlook, Excel, Word, and data entry tools
- Zendesk knowledge is a plus
- High school diploma required; college degree preferred
- Proficiency in English. Spanish and/or French is a plus
- Strong customer support presence (people can literally hear you smiling)
- Excellent written and verbal communication skills, with a natural ability to connect with others and build rapport
- Flexible, resourceful, and capable of managing multiple tasks simultaneously while prioritizing effectively to provide timely solutions
- Strong critical thinking and problem-solving skills, with the ability to navigate complex customer issues and deliver satisfactory resolutions
- For this specific role, please note that prior experience in customer service environments and English (native or professional) are mandatory requirements
What the job involves
- We are hiring a CX Associate to our CX team in Miami!
- As a CX Agent you will support our Well-being Partners and act as their main point of contact when issues and questions arise CX, ensuring exceptional service delivery and customer satisfaction
- Provide timely and effective resolution to customer inquiries via the available online and offline channels (email, chat…), ensuring a seamless experience
- Assess and analyze partner needs, escalating issues to other Wellhub service or technical departments when necessary. Ensure follow-up on escalated issues to maintain a high standard of service
- Deliver outstanding service to our high-value partners, fostering strong relationships
- Stay informed about product updates and improvements to provide accurate and up-to-date information to partners
- Collaborate with other internal teams by sharing partner insights and factors that impact partner satisfaction, contributing to continuous improvement
- Utilize our CRM to research product and service details, ensuring precise and helpful information is provided to customers. Accurately document partner interactions and actions taken for auditing, reporting, and enhancing partner experience
- Ensure adherence to all operational and compliance procedures, maintaining the highest standards of service integrity
- Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life balance
- SCHEDULE: This position requires working hours to be from Monday to Friday, 10 a.m. to 7 p.m
Our take
Employees are demanding more of their workplaces, and fitness is one of the areas they think employers can do better. Wellhub, formerly Gympass saw this opportunity and offers corporate customers a benefit that will excite their employees - allowing them to try new sports such as yoga, pilates, spinning, and martial arts across a variety of locations.
Wellhub is able to offer top-of-the-line gyms and wellness plans or programs that would be otherwise unavailable to the employees at prices that are far below market rate. They have been able to succeed at this by focusing on strategic gym partnerships, and creating an ecosystem that can satisfy any type of customer.
Backed by several rounds of significant funding, the company doubled down on strategic acquisitions to ease its entrance into new markets and has been steadily expanding its teams and offerings to bring the company closer to global market domination. A recent collaboration with Apple Fitness+, which sees the app added to Wellhub's suite of fitness services, shows that the company is mindful of what modern employees want from their benefits packages.
Steph
Company Specialist at Welcome to the Jungle
Insights
23% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Aug 2023
$85m
SERIES F
Jun 2021
$220m
SERIES E
Total funding: $795m
Company benefits
- Culture of wellbeing: We actively encourage all our employees to prioritize their wellbeing and incorporate wellness into their weekly work routine.
- Wellhub membership: All of our team members receive our Gold membership for free which provides access to gyms, studios, classes, training, apps, and more!
- Competitive rewards: We offer competitive compensation packages in all markets we operate, as well as equity programs based on individual and company performance.
- Core health benefits: We ensure all employees receive preferred options for healthcare, dental, and vision coverage in support of their physical health.
- Paid time off: Get a minimum of 25 days of paid leave per year. All team members get extra days off for approved local holidays and their birthdays.
- Flexible work policy: Our flexible work policy, known as “The Way We Work” provides the ability to maximize the benefits of remote and flexible work arrangements.
- Parental leave: We love our new parents (and their babies) on our team! In support, we provide substantial paid leave so you can focus on your growing family.
- Learning & training: With free access to Udemy classes online and in-person learning opportunities, all employees are enabled to grow their skill sets.
- Career growth: Employees can take their careers further with our robust internal recruitment process for promotional and developmental opportunities.
Company HQ
Gramercy Park, New York, NY
Leadership
Cesar Carvalho
(Co-Founder & CEO)Previously worked as a Consultant at McKinsey. Head of Business Development for CVC (travel company in Brazil). Studied for an MBA at Harvard before dropping out to start Gympass (now Wellhub).
Joao Barbosa
(Co-Founder & VP of Partners BRazil)Began their career as a Risk Analyst at Santander. Worked as a Senior Analyst then Coordinator of Business Performance at CVC.
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