Full-Time

CX Associate US

Posted on 9/24/2024

Gympass

Gympass

1,001-5,000 employees

Subscription-based fitness and wellness platform

Healthcare

Compensation Overview

$33.9k - $42.3kAnnually

+ Annual Bonus + Sales Incentive Plan + Performance-based Stock Options

Junior

Miami, FL, USA

Hybrid office structure with in-office presence required.

Category
Customer Experience
Customer Support
Customer Success & Support
Required Skills
Communications
Customer Service
Requirements
  • 2 years in customer service environments, with experience handling customer interactions via phone, live chat, and email;
  • Proficient with the Microsoft Office Suite, including Outlook, Excel, Word, and data entry tools;
  • High school diploma required; college degree preferred;
  • Proficiency in French and/or Spanish is a plus;
  • Strong customer support presence (people can literally hear you smiling);
  • Excellent written and verbal communication skills, with a natural ability to connect with others and build rapport;
  • Flexible, resourceful, and capable of managing multiple tasks simultaneously while prioritizing effectively to provide timely solutions;
  • Strong critical thinking and problem-solving skills, with the ability to navigate complex customer issues and deliver satisfactory resolutions.
Responsibilities
  • As a CX Agent you will support our Clients and act as their main point of contact when issues and questions arise CX; ensuring exceptional service delivery and customer satisfaction;
  • Provide timely and effective resolution to customer inquiries via email, chat, or phone, ensuring a seamless experience;
  • Assess and analyze customer needs, escalating issues to other Wellhub service or technical departments when necessary. Ensure follow-up on escalated issues to maintain a high standard of service;
  • Deliver outstanding service to our high-value customers, fostering strong relationships;
  • Stay informed about product updates and improvements to provide accurate and up-to-date information to customers;
  • Collaborate with other internal teams by sharing customer insights and factors that impact customer satisfaction, contributing to continuous improvement;
  • Utilize our CRM to research product and service details, ensuring precise and helpful information is provided to customers. Accurately document customer interactions and actions taken for auditing, reporting, and enhancing customer experiences;
  • Ensure adherence to all operational and compliance procedures, maintaining the highest standards of service integrity;
  • 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.

Gympass offers a membership model that provides access to various gyms, fitness studios, live online classes, wellness apps, and virtual personal training sessions. It primarily serves corporate clients by integrating its services into employee benefits programs, promoting health and well-being among employees. The company has tiered membership plans ranging from $9.99 to $249.99 per month, catering to different fitness needs and budgets. Revenue is generated through subscription fees, with employers often subsidizing or covering membership costs for their employees. Gympass stands out by offering a flexible fitness solution tailored to individual needs, helping users maintain a healthy lifestyle while benefiting employers through increased productivity and reduced healthcare costs.

Company Stage

Series F

Total Funding

$773.3M

Headquarters

New York City, New York

Founded

2012

Growth & Insights
Headcount

6 month growth

-8%

1 year growth

-22%

2 year growth

-13%
Simplify Jobs

Simplify's Take

What believers are saying

  • Integration with Apple Fitness+ expands Gympass's reach to over two million employees globally.
  • The $85 million Series F funding round supports Gympass's global expansion and service enhancement.
  • Collaboration with Xponential Fitness enhances Gympass's service diversity with more fitness class options.

What critics are saying

  • Rebranding to Wellhub may confuse existing customers, impacting retention and acquisition.
  • Increased competition from tech giants in corporate wellness could affect Gympass's market share.
  • Economic downturns may impact corporate wellness budgets, affecting Gympass's revenue.

What makes Gympass unique

  • Gympass offers a unique membership model with access to diverse fitness resources.
  • The rebranding to Wellhub expands Gympass's focus to comprehensive wellness beyond physical fitness.
  • Partnerships with major corporations like Northwell Health highlight Gympass's capability to serve large clients.

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