Apply now for a career that puts wellbeing first!
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 Agent for our UK/German market to join our international Customer Experience team based in Madrid!
- Full-time
- Working hours: Monday - Thursday 12:00 pm - 9:00 pm, Fridays 10:00 am - 7:00 pm
In this role you will be joining the European CX team, providing top-notch support to our users and gym partners in the UK and Germany. This role is key to leveraging the Gympass user experience. You will be in charge of answering questions and managing handover requests as well as its commitment to delivering an excellent service. Apart from that, you will be responsible for categorizing each interaction with our customers so that we can understand what improvements should be made or changed in the process in order to consistently achieve service excellence. This is a great opportunity to join a multicultural team and work at one of the fastest-growing companies in the world.
YOUR IMPACT
Reporting to the Coordinator of Customer Experience Europe, you will ensure top-quality service to our customers in the UK and Germany and contribute to the company’s success.
- Identify and assess customers’ needs (consults, after-sales requests...) to ensure satisfaction.
- Manage customer communications and reply to requests by email and chat.
- Provide accurate, valid, and complete information using the right methods/tools and communication procedures, guidelines, and policies.
- Take care of customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution.
- Build sustainable relationships and trust with customers through empathy and open and interactive communication.
- Manage the CRM system and updates: keep records of customer interactions, process customer accounts and files, and take care of the databases.
- Achieve personal/ team targets
- Collaborate closely with multiple departments to support all processes and operations (sales, financial, admin ...).
- Take the extra mile to engage customers!
WHO YOU ARE
- Proficiency in both German and English at an advanced level is required.
- Valuable previous experience in customer service, helpdesk, or similar
- A true team player who loves working towards both team and individual goals,
- A strong communicator both written and verbal with great interpersonal skills.
- You are detailed-oriented and you genuinely care about offering a top-quality service
- You can be flexible, resourceful, and multi-task while establishing priorities and providing solutions.
- You have a positive attitude, you are proactive and dynamic.
- The first experience with Zendesk would be a plus
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 in customer experience and an advanced level of German and English are mandatory requirements.
WHAT WE OFFER YOU
We're a wellness company that is committed to the health and wellbeing of our employees. Our benefits include:
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.
FLEXIBLE WORK: For most, this will be a hybrid office/remote structure but can vary depending on the needs of the role and employee preferences. We offer all employees a home office stipend and a monthly flexible work allowance to cover the costs of working from home.
FLEXIBLE SCHEDULE: We understand that together, Wellhubbers and their leaders can make the best decisions for their own individual scopes. This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs.
PAID TIME OFF: We know how important it is to take time away from work to recharge. Employees receive a minimum of 25 days paid holiday 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!).
PARENTAL LEAVE: 100% paid parental leave of 12 weeks to all new parents (of both biological and adopted children, regardless of gender and parent's relationship with the co-parent) + 100% paid birth leave of 14 weeks.
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 environment filled with passionate individuals from all over 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 @wellhublife 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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