CX Specialist ( German and UK markets)

Apply now for a career that puts wellbeing first!

GET TO KNOW US

Gympass is a corporate wellness platform that connects you to thousands of fitness & wellness partners, all with one simple monthly membership. Founded in 2012 and headquartered in NYC, we have a growing global team in 11 offices around the world. At Gympass, you not only have the opportunity to build a career in a fast-paced global environment - but you'll make wellbeing universal, so everyone can be happy and healthy.

THE OPPORTUNITY

We are hiring a Customer Experience Agent for our UK/German market to join our international Customer Experience team based in Madrid!

• Full-time

• Working hours: Monday - Thursday 12:00 am - 9:00 pm, Fridays 10:00 am - 7:00 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 Gympass 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.

YOUR IMPACT

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!

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. For this specific role, please note that prior experience in customer experience and advanced level of German and English are mandatory requirements.

WHAT WE OFFER YOU

We're a wellness company that is committed to the health and well-being of our employees. Our benefits include:

GYMPASS: We believe in our mission and encourage our employees and their families to find their passion 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: Choose when and where you work. For most, this will be a hybrid office/remote structure, but can vary depending on the needs of the role and employee preferences. We offer all employees a home office stipend and a monthly flexible work allowance to cover the costs of working from home.

FLEXIBLE SCHEDULE: We understand that together, Gympassers and their leaders can make the best decisions for their own individual scopes. This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs.

PAID TIME OFF: We know how important it is to take time away from work to recharge. 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 (including an extra holiday on your birthday!).

PARENTAL LEAVE: 100% paid parental leave of 12 weeks to all new parents (of both biological and adopted children, regardless of gender and parent's relationship with the co-parent) + 100% paid birth leave of 14 weeks.

CAREER GROWTH: Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development.

CULTURE: An exciting and supportive environment filled with passionate individuals from all over the world! You’ll partner with global colleagues and share in the success of a high-growth technology company disrupting the health and wellness space. Our value-based culture of trust, flexibility, and integrity makes this possible every day. Find more info on our careers page!

And to get a glimpse of Life at Gympass… Follow us on Instagram @gympasscareers and LinkedIn!

Diversity, Equity, and Belonging at Gympass

We aim to create a collaborative, supportive, and inclusive space where everyone knows they belong.

Gympass 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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