Gympass is hiring a
CX Associate

Summary

Join Wellhub, a corporate wellness platform that connects employees to fitness, mindfulness, therapy, nutrition, and sleep services. We are hiring a Customer Experience Associate in Miami to support our clients and act as their main point of contact when issues and questions arise. The role involves providing timely resolutions to customer inquiries via email, chat, or phone, assessing and analyzing customer needs, collaborating with other internal teams, staying informed about product updates, and ensuring adherence to all operational and compliance procedures.

Requirements

• 2 years in customer service environments, with experience handling customer interactions via phone, live chat, and email
• Proficient with the Microsoft Office Suite, including Outlook, Excel, Word, and data entry tools
• High school diploma required; college degree preferred

Responsibilities

• Support our Clients and act as their main point of contact when issues and questions arise
• Provide timely and effective resolution to customer inquiries via email, chat, or phone, ensuring a seamless experience
• Assess and analyze customer needs, escalating issues to other Wellhub service or technical departments when necessary. Ensure follow-up on escalated issues to maintain a high standard of service
• Deliver outstanding service to our high-value customers, fostering strong relationships
• Stay informed about product updates and improvements to provide accurate and up-to-date information to customers
• Collaborate with other internal teams by sharing customer insights and factors that impact customer satisfaction, contributing to continuous improvement

Benefits

• Health, dental, vision, and life insurance
• Flexible work: This position will be based in Miami. For most, this will be a hybrid office structure but can vary depending on the needs of the role and employee preferences
• Flexible schedule: Wellhubbers and their leaders can make the best decisions for their scope. This includes flexibility to adjust their working hours based on their personal schedule, time zone, and business needs
• Wellhub: We believe in our mission and encourage our employees and their families to take care of their wellbeing too. Access onsite gyms and fitness studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental health support, and more
• Paid Time Off: It’s to take time away from work to recharge. Employees receive a minimum of 25 days PTO per year with an additional day for each year of tenure (up to 5) in addition to annual holidays (including an extra holiday on your birthday!)
• Paid Parental Leave: Welcoming a new child is one of the most special moments in your life and we want our employees to take the time to be present and enjoy their growing family. We offer 100% paid parental leave to all new parents and extended maternity leave
• Career Growth: Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development
• Culture: An exciting and supportive atmosphere with ambitious people from around the world! You’ll partner with global colleagues and share in the success of a high-growth technology company disrupting the health and wellness space. Our value-based culture of trust, flexibility, and integrity makes this possible every day