Customer Support Manager (m/f/d) B2C

Your daily workout

Hussle (now part of EGYM Wellpass) is the UK's leading fitness marketplace. We provide hundreds of companies with fitness-as-a-benefit at thousands of venues nationwide through one simple pass. By collaborating with partners like AXA Health, Bupa, and IWG, we create a thriving ecosystem for gym-goers, owners, and health-conscious organizations.

Are you ready to hit the ground running in a flexible, fast-paced environment and contribute to the success of a growing company?We pride ourselves on outstanding support. As part of our Operations team based in London, you will play a key role in delivering the high service levels our clients expect while developing valuable skills across customer support, operations, and technology in the exciting fitness sector.

• Multichannel Support: You provide professional, empathetic assistance via email, phone, and chat, utilizing tools like Zendesk or Intercom
• Effective Problem Solving: You troubleshoot account and billing issues to provide timely resolutions and maintain high customer satisfaction
• Customer Advocacy: You act as the voice of the user by escalating feedback and collaborating across teams to drive product improvements
• Operational Excellence: You maintain accurate records and follow guidelines while identifying opportunities to optimize team processes
• Knowledge & Growth: You contribute to self-service resources and support senior management with strategic operational projects

Your fitness level

• Professional Experience: You have at least 2 years of experience in customer service
• Communication Skills: You possess excellent communication skills, both written and verbal, to engage effectively with our community
• Organizational Talent: You are organized and able to prioritize and manage multiple tasks in a fast-paced environment
• Attention to Detail: You are detail-oriented and diligent, ensuring accuracy in every interaction and record
• Mindset & Interest: You are a resilient problem-solver with a positive attitude and a genuine interest in health, fitness, and wellbeing

Your training goal for your first 6 months

• Performance Excellence: You consistently meet the specific KPIs defined for your role, ensuring high standards of service and efficiency
• Tool & Process Knowledge: You are proficient in our CRM system and develop proactive suggestions for improving our tools and operational processes
• Network & Collaboration: You are an open-minded personality who builds trusting relationships within the team and is highly valued for your collaborative approach

The equipment we provide

• Modern Culture: Be part of a modern and international company culture where talent and passion are welcomed, heard, and part of the decision-making process
• Continuous Development: Develop your skills with varied, challenging tasks and regular feedback to benefit from a steep learning curve
• Fit & Healthy: Free use of the fitness venues across the Hussle network in the UK
• Work-Life-Balance: Benefit from flexible working hours and 26 days of vacation per year
• Compensation: Starting salary between £25,000 and £28,000, reviewed annually in line with your performance
• Mentoring Program: Exchange knowledge and grow together across teams and locations through our self-organised mentoring platform
• Hybrid Working: Work 2-3 days per week in our stunning new central London office in Paternoster Square, next to St Paul's Cathedral that has its own on-site gym
• Fresh fruit, tea, coffee: Available in our office to keep you refreshed and energized throughout your workday
• Discounts: Get a variety of great discounted offers, from fashion to leisure, through our employee benefits portal
• Annual workation: Choose to work from almost anywhere in the world for up to 4 weeks
• Additional private health insurance: Support employees' long-term health and security.