Customer Care Advocate, Tonal
CA$55-60k
+Equity
Electromagnetic home gym
Open for applications
Electromagnetic home gym
201-500 employees
Open for applications
CA$55-60k
+Equity
201-500 employees
Company mission
To help people look, feel, and be the strongest and fittest versions of themselves.
Role
Who you are
- We seek a compassionate and adept communicator to champion the frontline, ensuring our customers achieve their fitness goals
- Minimum 1 to 3 years in a call center environment
- College or university degree preferred
- Demonstrated experience in customer service or related roles
- Strong problem-solving skills and ability to manage difficult customer situations
- Excellent communication skills, both written and verbal
- Collaborative mindset to work with various teams
- Experience in customer retention and/or sales is highly valued
- Effectively manage time and prioritize tasks to meet deadlines and achieve objectives in a dynamic work environment
- Working under pressure is second nature to you. You excel at navigating gray areas and know when to stop and seek guidance
- Thrive in a fast-paced environment and demonstrate adaptability to change, maintaining composure and efficiency while navigating evolving circumstances
- Demonstrate punctuality and reliability in attendance, ensuring timely arrival and adherence to schedules to support efficient operations
What the job involves
- At Tonal, we prioritize customer experience above all else
- As part of our team, you'll be pivotal in shaping this experience and delivering a top-tier service to every customer
- This entails handling pre-purchase inquiries, resolving product issues, addressing customer questions and concerns, and fostering a supportive team culture as we grow
- Every customer is valued, and we focus on providing them with the support they need to utilize Tonal and reach their peak performance
- Our priority is ensuring 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
- Resolve escalated customer issues promptly to ensure satisfaction and loyalty, utilizing various support channels such as phone, email, virtual video sessions, chat, and social media
- Consistently deliver high-quality work, taking ownership of issues and demonstrating a commitment to continuous learning and development
- Accurately document customer interactions, analyze trends, and report on escalated cases and retention activities
- Champion customer needs, using feedback to drive product and service improvements
- Collaborate with cross-functional teams to ensure seamless customer journey and enhance overall satisfaction
- Contribute to 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
- Cover flexible hours. This position includes some on-call work, including nights and weekends
Our take
Tonal has created a proprietary digital weight system and combined this with coaching to offer a personalized and smart home gym. Its wall-mounted system uses electromagnetism to control the weights, replacing bulky and hard-to-store weightlifting equipment with a slim and sleek machine.
As well as selling the machines, Tonal sells subscriptions to personal training sessions and workout routines. The fitness landscape is shifting toward at-home equipment other similar equipment is supplied by Peloton and Mirror.
Tonal has seen impressive growth, investing equity funding into content initiatives, high-profile partnerships, scaling operations, and strong celebrity endorsements. It remains to be seen, however, if the current trend of home-workout equipment will stick around, let alone gain new momentum, but Tonal's cleverly designed equipment gives it an edge over competitors.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
-38% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Apr 2023
$130m
LATE VC
Mar 2021
$250m
SERIES E
Total funding: $580m
Company benefits
- We look at the whole picture to give you a competitive salary, top-tier benefits, and lifestyle perks
- Working for Tonal includes a top-quality health care package, commuter benefits, support for new parents, and more
- Your well-being is important to us. Take time off when you need it with flexible vacation days
- Enjoy weekly catered team lunches at our San Francisco headquarters, plus a kitchen full of healthy (and not-so-healthy) snacks
- At Tonal we encourage a fun and inclusive atmosphere. We make the time to socialize at office happy hours, team offsites, and special company-wide events
- Fitness is our thing. Use Tonal in the office whenever it fits your schedule. Partner workouts are always welcome
- From day one you’ll get set up with your own personal laptop, headphones, standing desk, and whatever else you need to do your best work
- Treat yourself! When you’re part of Team Tonal you get discounts on everything from Gear Shop apparel to your very own Tonal
Company HQ
SoMa, San Francisco, CA
Articles
Leadership
Aly Orady
(CTO)They started their career at Hewlett-Packard’s Computer Systems Laboratory designing super-computers, followed by technical leadership roles at a series of startups, including Kealia, Inc. (now Sun/Oracle). Served as the company's CEO from 2015 before transitioning into their current role in April 2023.
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