Client Happiness Agent

Peerfit
Interested in working for a team of people completely redefining how fitness and health care work together? At Peerfit, we’re flipping wellness reimbursements on their head by connecting insurers’ and employers’ wellness dollars to popular fitness studios offering CrossFit, yoga, barre, boot camp, cycling, and more. If working with a team of innovative and driven people who are modernizing how people engage with wellness excites you, look no further than Peerfit.

POSITION SUMMARY:
Creating Superfans! We’ve all had the experience, when something goes wrong or we need help using a product or service it’s a CRUCIAL time. Maybe we’re feeling a little impatient, maybe we’re fine, but what happens when we try to reach out for customer support can make or break our opinion of that company! Great customer service can turn a frustrated user into a superfan - and that’s why we need you!

RESPONSIBILITIES:

As Peerfit’s Client Happiness Agent you will be working inside our “Engagement” department. While some of the Engagement team focuses on reaching out to engage users, you will be in charge of users’ experience when they come to us. As a user how do you want to be able to access Peerfit for support? How can we make our service easier so there’s fewer issues in the first place? How can we surprise and delight users by going above and beyond what they expected when they reached out for help?

We’re looking for someone with some serious intuition when it comes to being able to put yourself in someone else’s shoes. Sure things like simple and easy when you know a service inside and out - but what about when you’re brand new or when you’re not used to certain technologies? Can you see the world through other people’s eyes, empathize, actively listen, and then help solve problems? Can you work with a team to provide that service, operating like a single unit?

You will be stepping in to design, create, and execute a comprehensive customer support strategy and department. You must have extraordinary organizational skills. You must thrive on making order out of chaos and dealing with all types of people (and all types of temperaments).You must “get” Peerfit all the way down to your bones and be passionate about finding ways to turn frustration into delight. 

EXPERIENCE/QUALIFICATIONS:
  • Patience, grace, and a sense of humor
  • Excellent writing and communication skills
  • A knack for taking technical language and making it understandable
  • A passion for solving tough problems and proposing elegant solutions
  • A strong and healthy attitude and ability to find personal balance even in the midst of strong emotions
  • Customer Service experience
  • Experience in CRM software like Salesforce
  • Experience with project management tools like Trello
  • Experience with Zendesk

NICE TO HAVES:
UI/UX design methodology

WHO WE NEED:
Passionate about health and fitness
Desires to have a role in the growth of a startup 
Stays motivated and knows how to be persistent
Able to stay organized and collected while handling incoming support requests
Enjoys digging through details to find improvements
An individual that is motivated by improving Peerfit’s user experience
Is self-directed
Can work remotely and make decisions autonomously at a high level
Flexibility to handle changing responsibilities

WHAT YOU GET:
The opportunity to help expand the impact of Peerfit across the United States…and, someday, the world!
The chance to work in a relaxed, yet goal-driven start-up culture with a passion for fitness
Peerfit credits to attend fitness classes.
Chance to work remotely with flexible scheduling
Health Insurance & other benefits

Peerfit is an AA/Equal Opportunity Employer
Minorities/Females/Disabled/Veterans



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