Your wellbeing matters. Join a company that cares. GET TO KNOW US Wellhub (formerly Gympass*) is a corporate wellness platform that connects employees to the best partners for fitness, mindfulness, therapy, nutrition, and sleep, all included in one subscription designed to cost less than each individual partner. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 countries. At Wellhub, you have the opportunity to build a career in a high-growth tech company that places wellbeing at the foundation of its culture, and contribute to making every company a wellness company.
*Big news: Gympass is now Wellhub!
We are thrilled to announce our rebranding as Wellhub, marking a significant milestone in our journey. This transformation reflects our evolution from a "pass for gyms" to a comprehensive employee wellbeing solution. With our refreshed identity, we are poised to embark on an exciting new chapter of growth and expansion. We are elevating our offerings, including a completely new app experience and an expanded network of wellbeing partners.
THE OPPORTUNITY We are hiring a Customer Experience Agent for our German and English markets to join our international Customer Experience team based in Madrid, Spain! In this role you will be joining the European CX team, providing top-notch support to our users and gym partners in German and the UK. This role is key to leveraging 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. You will also be responsible for categorizing each interaction with our customers to understand what improvements should be made in the process 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.
YOUR IMPACT 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 by using the right methods/tools, as well as 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. WHO YOU ARE Proficient/Fluent level of German and English 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 detail-oriented and genuinely care about offering a top-quality service; You are able to 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 specific role, proficiency in both German and English is mandatory, and we do not offer visa sponsorship. WHAT WE OFFER YOU We're a wellness company that is committed to the health and well-being of our employees. Our benefits include:
WELLHUB: Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more. You will receive the Gold plan at no cost, and other premium plans will be significantly discounted. FITNESS: Additional fitness subsidy to access onsite gyms and fitness studios. FLEXIBLE WORK: We offer two work model options: flexible hybrid and full remote. The model for this role can be discussed with your recruiter and hiring manager. FLEXIBLE SCHEDULE: Flexibility to adjust working hours based on personal schedule, time zone, and business needs. PAID TIME OFF: Employees receive a minimum of 25 days paid holiday per year with an additional day for each year of tenure (up to 5) in addition to annual holidays. PARENTAL LEAVE: 100% paid parental leave to all new parents and extended maternity leave. CAREER GROWTH: Outstanding opportunities for personal and career growth. CULTURE: An exciting and supportive environment filled with passionate individuals from all over the world! Diversity, Equity, and Belonging at Wellhub
We aim to create a collaborative, supportive, and inclusive space where everyone knows they belong. Wellhub is committed to creating a diverse work environment and is proud to be an equal opportunity employer.
Questions on how we treat your personal data? See our Job Applicant Privacy Notice.
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