Customer Experience Associate, ClassPass

Salary not provided

Junior and Mid level

Remote from US

A fitness membership across many gyms and fitness programs

Job no longer available

A fitness membership across many gyms and fitness programs

501-1000 employees

B2CLifestylePersonal healthMarketplaceFitnessBeautyWellbeing

Job no longer available

Salary not provided

Junior and Mid level

Remote from US

501-1000 employees

B2CLifestylePersonal healthMarketplaceFitnessBeautyWellbeing

Company mission

ClassPass's mission is to motivate people to lead inspired lives every day by introducing and seamlessly connecting them to soul‑nurturing experiences.

Job

Company

Role

Who you are

Solution-oriented and positive, willing to jump in and take on any task, big or small
Ability to multi-task with an expert eye towards improving workflow efficiencies
Thrive within routines and enjoy working in similar systems everyday, across a broad range of customer interactions, questions and issues
Excellent written and communication skills with keen attention to detail and grammar
Fast learner who is independently motivated and eager to tackle new challenges every day
Comfortable working on a team within an ever-changing startup environment
Appreciate the power of great customer service as a CX enthusiast and see customer touchpoints as an opportunity to make a lasting impression
Flexible and adaptable to accommodate changing shifts - ability to work evenings, weekends, and holidays

What the job involves

In this role, you have the opportunity to be the “face” and “voice” of ClassPass to customers — learning everything about the ClassPass product and business model, providing outstanding customer service and helping people live their fullest lives through a variety of fitness and wellness experiences
Respond to customer inquiries via email, social media platforms, and live chat
Identify, troubleshoot, and communicate site and app issues to appropriate teams
Achieve all key quality and productivity targets
Assist customers in a timely, helpful manner - anticipating future questions and needs
Advocate for our customers through creative thinking and problem solving
Surface ideas for internal and/or customer-facing enhancements to CX Management team to inform product roadmap
Use expert knowledge of our product, internal systems, and offerings to ensure thorough and clear communication and enforcement of policies (flagging opportunities for exceptions where needed)

Our take

ClassPass is a subscription service that lets users book and access a variety of fitness classes and boutique gyms under a single ClassPass membership so they can access a wider variety of exercises. Classpass' users has booked over 50 million sessions since they launched in 2012.

ClassPass struggled to with profitability in their early days, but now operate at an average 20 percent margin on each user. They were forced to raise prices and bundle subscriptions, which cost them some users but ended up with a more profitable user base.

Fitness is a big space, but it's competitive and there is plenty of competition in the subscription-for-classes space. ClassPass may eventually expand its subscription bundling of ‘experiences’ into verticals beyond fitness classes, which would increase their addressable market even more.

Steph

Company Specialist at Welcome to the Jungle

Insights

Led by a woman

Top investors

59% female employees

8% employee growth in 12 months

Glassdoor (3.2)

Trustpilot (2.2)

Company

Funding (last 2 of 7 rounds)

Jan 2020

$285m

SERIES E

Jul 2018

$85m

SERIES D

Total funding: $527.5m

Company benefits

Free ClassPass membership
Learning and development budget
Subsidised bike share memberships
Work from home opportunities
Health insurance

Company HQ

Chelsea, New York, NY

Leadership

Payal Kadakia Pujji

(CEO & Co-founder)

Previously Senior Associate Consultant at Bain and Associate Director at Warner Music Group. Also founded The Sa Dance Company

Mary Biggins

(Co-founder)

Previously Product Manager at MBI, Country Manager at Vistaprint and VP Marketing at Betterment. Also co-founded MealPal

Fritz Lanman

(CEO, not founder)

Previously led the Seed and Series A financing of ClassPass as an Angel investor. Took over as CEO in 2017. Previously held senior roles in Microsoft and founded Livestar, which he sold to Pinterest

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