Future is seeking a Member Experience Associate to provide exceptional support to our customers and help create a seamless, engaging, and motivating Future experience. As a key part of the Member Experience team, you’ll be the first point of contact for our users, ensuring their questions and concerns are addressed promptly, professionally, and empathetically. Your insights will help shape improvements to our processes, product, and overall customer experience.

This role is ideal for someone passionate about fitness, technology, and customer service, who thrives in a fast-moving, collaborative environment.

What You’ll Do:

• Independently manage customer inquiries, ensuring timely, accurate resolutions and high CSAT scores.
• Provide exceptional support via email, troubleshooting issues, escalating when needed, and following up to ensure satisfaction.
• Maintain a professional, empathetic tone, effectively handling all interactions, including difficult conversations.
• Deeply understand our product to offer insightful support and proactively identify areas for improvement.
• Amplify customer feedback, sharing trends and suggestions to enhance our product and service.
• Collaborate with internal teams to resolve customer concerns and contribute to process improvements.
• Take on projects that enhance efficiency, suggesting and implementing solutions to common challenges.
• Stay engaged in team and company-wide meetings, aligning with broader goals and continuous learning.

What We’re Looking For:

• 2+ years of experience in a customer-facing support role, ideally in customer experience or internal operations.
• Strong written and verbal communication skills, with the ability to engage customers across multiple channels (email, chat, phone).
• Highly organized and detail-oriented, able to manage multiple conversations at once.
• A strong listener and problem-solver who can think on their feet and provide creative solutions to customer challenges.
• Comfortable working cross-functionally and keeping internal stakeholders informed of key customer issues and trends.
• Passionate about health and wellness, eager to help customers achieve their fitness goals.
• Bonus: Experience with Zendesk, Asana, Google Suite.

What we Offer:

• Salary range:$60,000 - $82,500 year + equity. The salary range is set based on multiple considerations including business needs, market demands, talent availability, experience, and unique skills and attributes. The base pay range is subject to change and may be modified in the future.
• Health coverage: All employees who meet the eligibility requirements have access to comprehensive medical, vision, dental, and disability insurance + tax savings accounts
• 401(k) plan
• Flexible Paid Time Off
• Future Membership: Enjoy our platform for free!
• Health, Wellness & Development: Health and fitness monthly stipend contributes to our employees’ overall wellbeing, with access to a mental health platform, reimbursement for medical travel, and an annual learning & development stipend.
• Join a diverse, passionate & driven team of all backgrounds.

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