Customer Support Associate - ClassPass

Support | Remote (US)

About the role:

The ClassPass Customer Experience Team is dedicated to delivering “best-in-class” support to our global customer base spanning 2,500 cities, 28 countries, 5 continents and 8 languages. In this role, you have the opportunity to be the “face” and “voice” of ClassPass to customers — learning everything about the ClassPass product and business model, providing outstanding customer service and helping people live their fullest lives through a variety of fitness and wellness experiences.

Key Responsibilities:

  • Respond to customer inquiries via email, social media platforms, and live chat

  • Identify, troubleshoot, and communicate site and app issues to appropriate teams

  • Achieve all key quality and productivity targets 

  • Assist customers in a timely, helpful manner - anticipating future questions and needs

  • Advocate for our customers through creative thinking and problem solving

  • Surface ideas for internal and/or customer-facing enhancements to CX Management team to inform product roadmap

  • Use expert knowledge of our product, internal systems, and offerings to ensure thorough and clear communication and enforcement of policies (flagging opportunities for exceptions where needed)

Skills & Experience

  • Solution-oriented and positive, willing to jump in and take on any task, big or small

  • Ability to  multi-task with an expert eye towards improving workflow efficiencies

  • Thrive within routines and enjoy working in similar systems everyday, across a broad range of customer interactions, questions and issues  

  • Excellent written and communication skills with keen attention to detail and grammar

  • Fast learner who is independently motivated and eager to tackle new challenges every day

  • Comfortable working on a team within an ever-changing startup environment

  • Appreciate the power of great customer service as a CX enthusiast and see customer touchpoints as an opportunity to make a lasting impression

  • Flexible and adaptable to accommodate changing shifts - ability to work evenings, weekends, and holidays

Who we are

ClassPass is revolutionizing the fitness and wellness industry by bringing together the world’s best classes and experiences into one app. Founded in 2013 by Payal Kadakia, ClassPass connects members to millions of classes in 30 countries around the globe, and is now available as a wellness benefit with some of the world’s leading employers. We make it easy to prioritize your health, whether you decide to head to a local studio, play an on-demand workout or book yourself a much needed wellness appointment. Over 100 million reservations later, we truly believe that we’re just getting started.

What we believe

At ClassPass, we believe in the power of movement. We believe in building for the future, creating more opportunities for everyone around the world to live fully and in good health. We believe that we can always push ourselves and our company to be better, and that there is power in the hard things – and hard conversations – when we’re all working together toward the same goal. We believe in building a diverse company where everyone feels safe bringing their authentic selves to work. And we believe that the secret to ClassPass’ success is its people.

ClassPass is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or other protected characteristics.