Customer Care Advocate, Tonal

• We are looking for a skilled and empathetic communicator who will guard the frontlines and do what it takes to get our Customers on track with their fitness goals!
• A Customer Advocate! You enjoy working with Customers, you know the Customer is always right, and you face even the most escalated contacts with empathy, respect, and support
• Comfortable with full-stack support. You can help Customers navigate issues across hardware, firmware, and software
• An excellent communicator with especially strong writing skills. You enjoy writing on a range of topics, from Customer-facing messages to internal bug reports -- no matter the subject, you love being the one to communicate
• A skilled typer. Minimum 60 WPM
• Working under pressure comes as second nature; you excel at navigating gray areas and you know when to stop and seek guidance
• Detail-oriented
• Punctual
• If your experience aligns with what we’re looking for (even if you don’t check every single box), send us your application. We would love to hear from you!

Desirable

• At Tonal, we place Customer Experience above all else. This role will have a direct impact in crafting our Customer Experience and in delivering a white-glove experience to every individual Customer
• This includes addressing pre-purchase inquiries, troubleshooting product issues, helping Customers with questions/concerns, and contributing to the team’s culture as we scale
• Every Customer matters. Our number one priority is making sure Customers have what they need to use Tonal and be their strongest
• Develop deep expertise in Tonal. We drive Customer Satisfaction through efficient and accurate resolutions
• Help Customers on a daily basis and represent the Tonal brand over a variety of channels such as phone, email, face to face, and social media
• Deliver high-quality work, take issues on as your own, and commit to ongoing learning and development
• Capture feedback from frontline interactions and recommend resolutions
• Make contributions towards content, including but not limited to knowledge base content, CRM template responses, troubleshooting guides, and messaging proposals
• Test new product updates and provide user feedback
• Provide feedback on functions and effectiveness of the Advocate teams
• Cover flexible hours. This position includes some on-call work, including nights and weekends