The opportunity 

We are looking for a compassionate, communicative Customer Care Agent to join our Customer Care team in Berlin. As a Customer Care Agent with a specific focus on Finance, you are the first point of contact for existing, new, and potential members on all matters relating to payments, invoices, reimbursements, and payment reminders.  As the key bridge between customers and Urban Sports Club, you ensure customers leave every interaction feeling positively about the Urban Sports Club offer and the support we provide. Join our team and help us continue to inspire people to lead an active and healthy life.  

Your responsibilities 

  • Serve as the key contact person on all financial inquiries for all existing, new, and potential members
  • Establish a relationship with our members and provide professional and solution-oriented support via telephone and email  
  • Find creative and individual solutions to the requests of our members received via email and on the phone 
  • Review and document security features and fraud on a daily basis 
  • Identify problems and positive aspects of the products and processes by analyzing customer feedback and proactively pass on your takeaways 
  • Be the link between Customer Care and Finance and work closely with Product and Partner Management
  • Maintain daily contact with external financial service providers when solving member inquiries
  • Help us to continuously improve our service, our user experience, and our processes and tools

What you need to succeed 

  • You are a strong communicator and can express yourself very well in both spoken and written German and English
  • Ideally, you already have experience in customer service or another position requiring strong communication and interpersonal skills 
  • You bring a basic understanding of accounting and payments 
  • You are reliable, organized, and able to stay calm in stressful situations 
  • You can relate to our customers and are able to resolve conflict situations confidently and tactfully 
  • You carry yourself with confidence and enjoy connecting with members, internal stakeholders, and your colleagues 
  • You are eager to join a young and dynamic startup where you can learn, grow, and take on new responsibilities every day  
  • You identify with our goals and mission - you are enthusiastic about sports, fitness, and technology, and you want to inspire people to lead a happy and healthy life

Our offer to you 

  • An international team of passionate, highly motivated, and dynamic individuals who enjoy what they do and work in a relaxed atmosphere - this is not a call center setting! The team is comprised of a number of highly-skilled individuals who are experienced in their field and with whom you will have the opportunity to exchange and learn from
  • The opportunity to have a measurable impact within a fast-growing, innovative, and performance-driven company during the outset of its international market expansion
  • A flat hierarchy that embraces ownership and promotes creative freedom. Your voice will be heard
  • “Workout. Life. Balance.” Life happens, and work can’t always come first. We support you in finding a way to balance the two
  • Lots of learning opportunities — we enable you to grow both personally and professionally
  • Many additional perks including: regular team events, foreign language classes, periodic home office, choice of computer/technology, dog-friendly workplace, fully-equipped kitchens with healthy snacks & beverages, employee referral bonuses, and more
  • 2 free Urban Sports Club L Memberships (and lots of colleagues to use it with!)

Urban Sports Club is committed to providing a friendly, safe, and welcoming environment for everyone who works here or with us, regardless of their sports preferences, gender, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, or religion (or lack thereof).


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