The opportunity 

We are looking for a compassionate, communicative Customer Experience Agent to join our team in Berlin or Cologne. As a Customer Experience Agent, you are the first point of contact for our customers and deliver great service for our software product Fitogram. As the bridge between customers and Urban Sports Group, you ensure our customers leave every interaction feeling positive about the Fitogram product and the support we provide.

Your responsibilities 

  • You develop long term customer relationships that promote retention and loyalty
  • You understand the business needs of our customer and you work closely with them to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction
  • You provide technical support to customers with the goal to keep customers satisfied with our software 
  • You’re always up-to-date on the bugs backlog and releases, as well as the Product roadmap 
  • You are responsible for overseeing the quality of services provided (Import, full onboarding, etc.) to ensure they are up to great standards and adequately meet our customers’ expectations and requirements 
  • You create policies and procedures that optimize the customer experience
  • You assist the Sales team with every support-related processes or tasks
  • You constantly nurture and improve our Help Center

What you need to succeed 

  • You have gained experience in customer facing roles 
  • You are excited about learning software programs and solving technical questions
  • You speak German on a native level and you are proficient in English 
  • You have very good communication skills
  • You are positive and enthusiastic
  • You enjoy social interactions and helping other people
  • You have a problem-solving mindset 
  • You are rigorous and attach importance to details
  • Sufficient knowledge in GSuite products and other web based applications

Our offer to you 

  • A free Urban Sports Club L Pro Membership
  • We’re working in hybrid mode offering you flexibility to work onsite and from home
  • WorkOUT Life Balance: 30 days paid vacation per year, flexible working hours, free access to our Employee Assistance Program, plus up to 3 months of remote working from anywhere in the EU, desk swap policy allowing additional remote working time from our other European offices
  • Regular team events and other initiatives helping employees to stay productive, healthy and engaged during hybrid mode
  • Personal development perks including an annual budget for books and online trainings, regular internal trainings, German and English language classes
  • Many additional perks including: choice of computer/technology, dog-friendly workplace, fully equipped kitchens with healthy snacks & beverages, employee referral bonuses, private pension with employer contribution, and more

Urban Sports Club is committed to providing a friendly, safe, and welcoming environment for everyone who applies for a position or already works 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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