Start Date: January 2022

The Role

The Member Support team is part of the Member Experience team and works on the front lines providing a support experience that is human, honest, and above all awesome. We correspond directly with members by email, live chat and phone resolving problems and elevating the Peloton Member experience. Peloton is evolving all the time, and our community turns to us as the experts to offer guidance in an empathetic, authentic, human, and direct way. We troubleshoot problems, walk members through features, and help our members to get the most out of their workouts. 

We interact directly with hundreds of members per week, tracking the issues, and playing an important role as liaisons between our community and the rest of the company, including our Engineering and Product teams to ensure we remain a true Member-driven organisation. Please note this role requires the ability to work every weekend.

Responsibilities:

  • Deliver above-and-beyond experiences to our members through phone, email, and live chat
  • Create relationships with our community and make the impossible possible
  • Think creatively about ways in which we can elevate the Peloton experience for our members every day
  • Resolve hardware and software inquiries from Members regarding our Bikes
  • Coordinate with all branches of our hardware and software teams to better understand and resolve Member inquiries
  • Be very knowledgeable about Peloton products

Required Qualifications:

  • 2+ years of relevant work experience work experience
  • Ability to work every weekend
  • Exceptional verbal and written communication skills with the ability to multi-task across interactions in chat and messaging platforms
  • Significant experience dealing with complex customer-service issues involving potentially escalated Members
  • Maintain discretion in dealing with confidential matters with our Members
  • Ability to remain professional and composed while dealing with high-pressured situations to achieve positive outcomes
  • Ability to learn from interactions and analyse personal performance to improve and respond well in a rapidly growing and changing environment
  • Have a high degree of comfort working with technology and software to perform job duties as well as the ability to help Members solve issues associated with Peloton’s highly sophisticated products and services

About you:

  • A Team Player
  • Enjoy solving problems
  • An awesome multitasker
  • A sincere and empathetic communicator 
  • Take pride in helping others
  • You like to make life easy by being proactive
  • Technical mindset for technical issues
  • Out of the box thinker and enjoy finding innovative ways to go above and beyond 

ABOUT PELOTON:

Peloton uses technology + design to connect the world through fitness, empowering people to be the best version of themselves anywhere, anytime. We have reinvented the fitness industry by developing a first-of-its-kind subscription platform. Seamlessly combining hardware, software, and streaming technology, we create digital fitness and wellness content and products that Members love. In 2020 Peloton committed to becoming an antiracist organization with the launch of the Peloton Pledge. Learn more, here.

“Together We Go Far” means that we are greater than the sum of our parts, stronger collectively when each one of us is at our best. In order to be the best version of Peloton, we are deeply committed to building a diverse workforce and inclusive culture where all of our team members can be the best version of themselves. This work has no endpoint; it is the constant work of running an organization that strives to reach its full potential. As a first step in our commitment, we announced the Peloton Pledge to invest $100 million over the next four years to fight racial injustice and inequity in our world, and to promote health and wellbeing for all, from the inside out.

Peloton is an equal opportunity employer and committed to creating an inclusive environment for all of our applicants. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you would like to request any accommodations from application through to interview, please email:  applicantaccommodations@onepeloton.com

 

Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Peloton does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted here on our careers page and all communications from the Peloton recruiting team and/or hiring managers will be from an @onepeloton.com email address. 

If you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Peloton, please email applicantaccommodations@onepeloton.com before taking any further action in relation to the correspondence.

 

Peloton does not accept unsolicited agency resumes. Agencies should not forward resumes to our jobs alias, Peloton employees or any other organization location. Peloton is not responsible for any agency fees related to unsolicited resumes.

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