CX Associate US

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 Customer Experience Associate to our Customer Experience team in Miami! 

YOUR IMPACT

• 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.

WHO YOU ARE

• 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.
  

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 of 2 years in customer service environments 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 Miami the annual base salary range for this role is $33,869.00 - $42,336.00. 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:

WELLNESS: health, dental, vision, and life insurance 

FLEXIBLE WORK: This position will be based in Miami. For most, this will be a hybrid office structure but can vary depending on the needs of the role and employee preferences.

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.

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.

PAID TIME OFF: It’s 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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