Member Support Advocate

Job Description:

As a Member Support Advocate for our fitness company, you will be the frontline representative responsible for delivering exceptional customer service and support to our members. Your role involves addressing inquiries, resolving issues, troubleshooting, and ensuring a positive experience for our valued members.

Responsibilities:

  • Manage Customer Communications Across Channels:
    • Promptly and professionally interact with current and prospective members across all the Company’s channels, including phone, email, live chat and social media (Facebook and Instagram). 
    • Answer questions and address any and all concerns that are raised, in a competent, high touch and friendly manner
  • Issue Resolution:
    • Identify and resolve member issues promptly and effectively
    • Troubleshoot issues and guide members through diagnosis and resolution, where possible
    • In cases where you are not able to resolve the issue on your own, take proactive steps to gather all relevant information and detailed notes prior to internal escalation
    • Escalate complex issues to the appropriate technical teams for resolution and follow up regularly to ensure the customer’s issue is resolved expediently and within our stated SLAs (Triccia, we need to get these SLA’s down on paper).
  • Product Knowledge:
    • Develop a thorough understanding of the company's products, services and offering
    • Provide accurate information to members regarding product details, features, usage and best practices
    • Work with Lead Technician, and broader technical team when necessary, to help troubleshoot any hardware related issues that are reported in the field
  • Membership Support:
    • Assist members with membership-related queries, including account management and billing inquiries.
    • Guide members through the process of using online platforms and fitness apps.
  • Feedback Collection:
    • Gather member feedback on their experiences and challenges.
    • Communicate feedback to relevant teams for continuous improvement.
  • Documentation:
    • Maintain accurate and detailed records of member interactions in the customer support database.
    • Document common issues and resolutions for knowledge sharing.
  • Community Building:
    • Engage with members on social media and community forums.
    • Foster a positive and supportive online community for fitness enthusiasts.
  • Compliance and Policies:
    • Ensure compliance with company policies and procedures.
    • Stay informed about industry regulations related to member support.

Experience:

  • Customer Service Experience: 3+ years
  • Zendesk Experience: 1 year minimum
  • Previous experience with a more technical product is desired
  • Previous experience working with a physical product is desired 

Job Type

  • Full time, exempt 
  • Fully remote
  • Education – Bachelor’s degree

If interested please submit your profile to recruiting@formelife.com