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Full-Time

CX Associate US

Confirmed live in the last 24 hours

Gympass

Gympass

1,001-5,000 employees

Subscription-based fitness and wellness platform

Healthcare
Social Impact

Compensation Overview

$33.9k - $42.3kAnnually

+ Bonus + Sales Incentive Plan + Stock Option Program

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

$635.4M

Headquarters

New York City, New York

Founded

2012

Growth & Insights
Headcount

6 month growth

-29%

1 year growth

-23%

2 year growth

-8%
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Simplify's Take

What believers are saying

  • The integration with Apple Fitness+ significantly expands Gympass's reach, offering more than two million employees access to premium fitness content.
  • The recent $85 million Series F funding round, led by EQT Growth, positions Gympass for accelerated global growth and increased market valuation.
  • Gympass's comprehensive wellness platform, now branded as Wellhub, is likely to increase employee engagement and productivity, providing a strong ROI for corporate clients.

What critics are saying

  • The competitive landscape in the fitness and wellness industry is intense, requiring continuous innovation to maintain market position.
  • The rebranding to Wellhub may face challenges in market acceptance and brand recognition, potentially impacting user retention.

What makes Gympass unique

  • Gympass offers a unique membership model that integrates a wide range of fitness and wellness resources into corporate benefits programs, unlike traditional gym memberships.
  • The company's rebranding to Wellhub reflects its commitment to a holistic wellness approach, encompassing physical, mental, and nutritional health.
  • Partnerships with major players like Apple Fitness+ and Northwell Health enhance Gympass's value proposition by providing exclusive and premium fitness options.