Partner Support Agent

Summary

Join our team as a Partner and Customer Support Agent, focusing on partner inquiries and sport-related member questions. You will handle advanced cases, maintain partner and service knowledge, and collaborate closely with team members and leads. Ensure a positive partner experience across all Urban Sports Group brands to optimize member satisfaction. This role requires balancing the needs of both partners and members, playing a crucial role in their happiness. You will be responsible for managing partner inquiries, technical support, profile information, and member questions. Proactive problem identification and feedback are also key aspects of this position.

Requirements

• Excellent communication skills in German & English, both spoken and written
• Confident with tools such as Zendesk, Jira, remote support tools and Pipe drive
• Ability to maintain great expertise of our Partners, product and policies
• Sound judgment, attention to details, Self-motivation and consistent high quality performance
• Ability to work with a set schedule, prioritize tasks and complete them following the deadline
• Troubleshooting & a creative mindset for Problem-solving
• Good financial literacy and a head for numbers

Responsibilities

• Be a point of contact for high-level partner inquiries coming via Zendesk
• Supporting our partners with their technical issues and onboarding and offboarding processes via our backend and customer relationship management tool Pipedrive
• Take ownership for clear and accurate partner profile information (especially booking and check in process + removal of inactive venues)
• Help our members with questions related to sports, everything from check in and reservation support to feedback on members’ experience with partners
• Proactively identify common problems and give qualitative feedback to our Training & Knowledge, Partner Specialists and leaders team
• Ensure partner and member satisfaction both via an optimal sport offering and a smooth and seamless member experience
• Demonstrate deliverables in terms of KPIs and service level agreements
• Be available for other team members to answer questions and find solutions
• Communicate effectively with the customer experience team and Team Leads

Benefits

• Free Urban Sports Club L Pro Membership + Friends and Family Discount: Stay active with free membership, plus discounts for friends and family
• Flexible Work Model: Enjoy a hybrid work setup, balancing on-site and remote work options to fit your lifestyle
• Extended Remote Work Options: Work up to 120 days remotely within the EU, the UK, and Switzerland, including 30 days outside the EU. You’ll also have the option to desk-swap at our other European offices
• WorkOUT Life Balance: Take advantage of 30 days of paid vacation annually, plus two additional days for volunteering, flexible working hours, and complimentary access to our mental health provider Open U
• Personal Development: Receive an annual budget of €1,000 for professional growth, with regular internal training sessions and weekly German and English language classes
• Engaging Team Culture: Participate in regular team and company events along with wellness initiatives that help you stay productive, healthy, and engaged in a hybrid work environment