Who we are

ClassPass is a revolutionary fitness and wellness platform that connects individuals with a vast network of fitness studios, gyms, and wellness providers worldwide. Our mission is to make fitness more accessible, motivating, and engaging. We are dedicated to helping our members live active and healthy lives while supporting our partners' businesses.  

About the right team member

The ClassPass Customer Experience Team is dedicated to delivering “best-in-class” support to our global customer base. 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. 

About the Role

• Respond to customer inquiries via email and live chat across various contact reasons with the ability to handle up to 3 conversations simultaneously and produce 10 responses each scheduled email hour  
• Identify, troubleshoot, and communicate any issues to both customers and applicable internal stakeholders 
• Achieve all key quality and productivity targets  
• Assist customers in a timely, helpful manner – anticipating future questions and needs while infusing personalization and adhering to internal policies 
• Adapt to updates and changes in a fast-pace, maintaining a positive mindset  
• Advocate for our customers through creative thinking and problem solving 
• Surface ideas for internal and/or customer-facing enhancements to CX Management team  

Skills & experience

• High School Diploma or equivalent experience   
• One (1) or more years of related customer service or call center experience 
• Some experience with digital technologies preferred  
• Ability to handle a high contact volume, handle multiple customer contacts simultaneously, and comfortable with all digital communication methods 
• Strong communication skills, both verbal and written, with the ability to communicate clearly while showcasing keen attention to detail and grammar 
• Ability to multi-task with an expert eye towards improving workflow efficiencies 
• Appreciate the power of great customer service as a CX enthusiast and see customer touchpoints as an opportunity to make a lasting impression 

• Thrive within routines and enjoy working in similar systems every day, across a broad range of customer interactions, questions and issues 
• Fast learner who is independently motivated and eager to tackle new challenges every day 
• Strong time management skills, ability to prioritize and use time effectively and efficiently