Customer Experience Specialist, Gympass
UK & German Markets
Employee fitness & wellness platform
Be an early applicant
Employee fitness & wellness platform
1001+ employees
Be an early applicant
1001+ employees
Company mission
To ignite and fuel every journey to feel good, through its complete corporate wellbeing platform.
Role
Who you are
- Proficiency in both German and English at an advanced level is required
- Valuable previous experience in customer service, helpdesk, or similar
- A true team player who loves working towards both team and individual goals,
- A strong communicator both written and verbal with great interpersonal skills
- You are detailed-oriented and you genuinely care about offering a top-quality service
- You can be flexible, resourceful, and multi-task while establishing priorities and providing solutions
- You have a positive attitude, you are proactive and dynamic
- The first experience with Zendesk would be a plus
- We recognize that individuals approach job applications differently. We strongly encourage all aspiring applicants to go for it, even if they don't match the job description 100%
- We welcome your application and will be delighted to explore if you could be a great fit for our team. Please note that for this role, prior experience in a client-facing position and fluency in both German and English are mandatory
What the job involves
- We are hiring a Customer Experience Agent for our UK/German market to join our international Customer Experience team based in Madrid!
- Working hours: Monday - Thursday 11 am - 8 pm / Fridays from 9 am - 6 pm
- In this role you will be joining the European CX team, providing top-notch support to our users and gym partners in the UK and Germany.
- This role is key to leveraging the Wellhub user experience. You will be in charge of answering questions and managing handover requests as well as its commitment to delivering an excellent service
- Apart from that, you will be responsible for categorizing each interaction with our customers so that we can understand what improvements should be made or changed in the process in order to consistently achieve service excellence
- This is a great opportunity to join a multicultural team and work at one of the fastest-growing companies in the world
- Reporting to the Coordinator of Customer Experience Europe, you will ensure top-quality service to our customers in the UK and Germany and contribute to the company’s success
- Identify and assess customers’ needs (consults, after-sales requests...) to ensure satisfaction
- Manage customer communications and reply to requests by email and chat
- Provide accurate, valid, and complete information using the right methods/tools and communication procedures, guidelines, and policies
- Take care of customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution
- Build sustainable relationships and trust with customers through empathy and open and interactive communication
- Manage the CRM system and updates: keep records of customer interactions, process customer accounts and files, and take care of the databases
- Achieve personal/ team targets
- Collaborate closely with multiple departments to support all processes and operations (sales, financial, admin ...)
- Take the extra mile to engage customers!
- 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 wellness
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
- Wellness resources - in addition to local healthcare programs, we offer Gympassers and their families membership to our platform
- Earned rewards - cash incentives tied to company and individual success, and the opportunity for top performers to participate in our equity program
- Hybrid work structure
- Home office stipend and monthly flexible work allowance to cover the costs of working from home
- Paid time off - minimum of 25 days of paid leave per year
- Generous parental leave
- Annual holidays (including an extra holiday on your birthday!)
- Unlimited sick/wellness time off
- Robust internal recruitment process for promotional and developmental opportunities
- Both online and in-person training and learning opportunities
Company HQ
South Village, New York, NY
Leadership
Cesar
(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
Joao Barbosa
(VP of Partners Brazil & New Business)Started their career as a risk analyst at Santander. Worked as a Senior Analyst then Coordinator of Business Performance at CVC.
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