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.
THE OPPORTUNITY We are hiring a Customer Experience Agent for our Spanish and Italian market 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 Spain and Italy. 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. You will be responsible for categorizing each interaction with our customers to understand what improvements should be made or changed in the process to consistently achieve service excellence.
YOUR IMPACT Identify and assess customers' needs 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; 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 Italian, Spanish 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%. Please note that for this specific role, proficiency in both Italian and Spanish 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: We believe in our mission and encourage our employees and their families to take care of their wellbeing too. 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: At Wellhub, flexibility fosters a happier, healthier, and more productive work environment. As a Flexible First company, we offer two work model options: flexible hybrid and full remote. FLEXIBLE SCHEDULE: We understand that together, Wellhubbers and their leaders can make the best decisions for their own individual scopes. 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). PARENTAL LEAVE: We offer 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. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.
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