Client Support Specialist

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. Learn more about it here.

THE OPPORTUNITY

We are hiring a Client Support Specialist to our Business Transformation team in our Houston, Texas or Miami, FL office. Please note: this is a Hybrid Position and you will be required to work onsite in either Houston or Miami.   

This position is responsible for directly assisting clients with inquiries across various channels, resolving technical and complex issues to ensure a positive client experience. This position directly impacts exceptional customer service by resolving  inquiries within SLA's, exceeding expectations through efficient, empathetic and professional interactions to foster satisfaction and loyalty.

YOUR IMPACT

• Provide client support across multiple channels (email, chat and phone).
• Resolve complex technical issues for client, including billing, employee eligibility, and general account questions.
• Operates within the Wellhu's quality, productivity, and operational indicators. 
• Adhere to knowledge bases and processes according to the contract reason. 
• Meet Wellhubs quality standards and SLA's for first reply and full resolution times. 
• Immediately escalate critical cases and/or those with SLAs breached by support teams to leadership.
• Systematically gather and synthesize client feedback to identify trends, contribute to product/service enhancements, and inform strategic business decisions. 
• 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 balance.

WHO YOU ARE

• High School or Technical School completed. A degree is a plus.
• Knowledge with CRM's (e.g Zendesk, Salesforce)
• Previous experience with CS in a multi-channel (email, chat, and phone)
• Excellent grammar and computer skills.
• Knowledge of Google Workspace is 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 with Client Support via chat, email or phone is a mandatory requirement.

WHAT WE OFFER YOU

We want Wellhubbers to live healthier and happier lives, both in and out of work. That’s why we have a comprehensive Total Rewards approach that encompasses benefits, compensation, and personal growth opportunities within a high-performance, inclusive, and supportive environment.

In New York, California, Colorado, Massachusetts, and Washington, the hourly rate range for this role is $20.50 - $22.50 per hour.  The base salary range for other locations may vary. Actual base salary will be dependent on geographic location, relevant experience, skills, qualifications and/or other job-related factors. In addition to base salary, this role may also be eligible to participate in either our annual bonus plan or a sales incentive plan, and our performance-based stock option program. 

We're a wellness company that is committed to the health and wellbeing 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.

WELLNESS: health, dental, vision, and life insurance 

FLEXIBLE WORK: At Wellhub, flexibility fosters a happier, healthier, and more productive work environment for everyone. As a Flexible First company, we offer two work model options: flexible hybrid and full remote, and make the office a place for collaboration, community, and team building. The model for this role can be discussed with your recruiter and hiring manager. We offer all employees a home office stipend and a monthly flexible work allowance to help cover the costs of working from home.

FLEXIBLE SCHEDULE: Wellhubbers and their leaders can make the best decisions for their scope. This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs. 

PAID TIME OFF: It’s important to take time away from work to recharge. Employees receive a minimum of 25 days PTO 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!)

PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life and we want our employees to take the time to be present and enjoy their growing family. We offer 100% paid parental leave to all new parents and extended maternity leave.

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 atmosphere with ambitious people from around 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 Wellhub… Follow us on Instagram @lifeatwellhub and LinkedIn!

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.

Questions on how we treat your personal data? See our Job Applicant Privacy Notice.

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