Peloton is seeking a Service Design Specialist, Support Operations to join the EU team in London. The specialist will be responsible for enabling elegant and efficient Member experiences during interactions with the Member Support team. Additionally, this role will support continuous improvement efforts through data analysis across various Member touchpoints. 

What you’ll do:

  • Become a subject matter expert in the field of Peloton Member Support, including developing an in-depth understanding of systems, processes, policy and operations
  • Configure and manage support systems, provide inputs to design Member Support training, maintain support website and process inventory to ensure seamless execution of key changes
  • Collaborate cross-functionally to support the successful launch of global & local projects and initiatives, including new product & market launches
  • Collaborate with multiple teams across each of our global sites to build consistent, Member-centric experiences across each of our new and existing markets
  • Represent and advocate for Peloton Members with all internal groups and stakeholders
  • Support Voice of the Member reporting process for the international business, advocating for member experience throughout the organization and identifying key gaps and opportunities
  • Serve as the point of contact for policy design to improve International policies and process and maintain compliance with regulations across each of our International markets
  • Act as a local support for front line agents to help them provide an unparalleled experience to Peloton Members, liaising with local Marketing, Operations, Sales and Content teams
  • Design positive and efficient experiences for our Member Support agents
  • Additional projects as required

Requirements and qualifications

  • BA/BS, with a strong academic record
  • An analytical, creative, and innovative approach to solving problems
  • 1-2 years’ experience in operations, or other fast-paced fields. Customer Support experience a plus but not required. Experience with Zendesk, Talkdesk, Drift & Looker is also a plus.
  • Excellent written and verbal communication, a Positive communicator who can manage ambiguity
  • Strong listening skills & a positive attitude towards personal growth and professional development
  • Ability to confidently lead discussions and communicate business messages effectively

About Peloton

Peloton is the largest interactive fitness platform in the world with a loyal community of more than 3 million Members. The company pioneered connected, technology-enabled fitness, and the streaming of immersive, instructor-led boutique classes for its Members anytime, anywhere. Peloton makes fitness entertaining, approachable, effective, and convenient, while fostering social connections that encourage its Members to be the best versions of themselves. An innovator at the nexus of fitness, technology, and media, Peloton has reinvented the fitness industry by developing a first-of-its-kind subscription platform that seamlessly combines the best equipment, proprietary networked software, and world-class streaming digital fitness and wellness content, creating a product that its Members love. The brand's immersive content is accessible through the Peloton Bike, Peloton Tread, Peloton Bike+, Peloton Tread+, and Peloton App, which allows access to a full slate of fitness classes across disciplines, on any iOS or Android device, Apple TV, Fire TV, Roku TVs, and Chromecast and Android TV. Founded in 2012 and headquartered in New York City, Peloton has a growing number of retail showrooms across the US, UK, Canada and Germany. For more information, visit www.onepeloton.com.

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