The opportunity 

We are searching for a friendly Partner Support Specialist with focus on Partner inquiries.You will take over an active role in our team, handling advanced cases independently, maintain knowledge of our Partners and services, and be in close contact with all corresponding team members as well as our Team Leads.

You will ensure a great Partner experience across the whole Urban Sports Group (all brands) so they can, in turn, offer the best experience to our members. You will balance the needs of both groups of customers and so play an essential role in keeping our partners and members happy.

Your responsibilities 

• Handling complex and advanced Partner inquiries.
• Supporting our partners with their complaints and concerns.
• Supporting technical issues and member-related enquiries.
• Ensure partner satisfaction offering and a smooth and seamless experience. 
• Proactively identify common problems and give qualitative feedback to our Training & Knowledge Partner Specialist and leaders team.
• Take ownership for clear and accurate partner profile information (especially booking and check in process + removal of inactive venues). 
• Responsible for the Onboarding and Offboarding process as well as setting up new locations. 
• Communicate effectively with the customer experience team and Team Leads.
• Be the first contact point for high-level partner support topics. 
• Take care of payment and financial processes of the partners (invoicing, monthly payment, correction partner financial data, accounting and fiscal changes, missing payouts, etc).

What you need to succeed 

• Excellent communication skills in English & Portuguese, both spoken and written. 
• Confident with tools such as Zendesk, Pipe drive, Confluence, Jira and remote support tools.
• Hands on mentality.
• Consistent high quality performance.
• Maintain great expertise of our Partner and members, products and policies.
• The ability to respond appropriately also under pressure.
• Sound judgment and excellent problem-solving skills.
• Pay close attention to small details.
• successfully working with a set schedule
• being communicative and  flexible

Our offer to you 

• A free Urban Sports Club L Pro Membership
• We’re working in hybrid mode offering you flexibility to work onsite and from home
• WorkOUT Life Balance: 30 days paid vacation per year, flexible working hours, free access to our Employee Assistance Program, plus up to 3 months of remote working from anywhere in the EU, desk swap policy allowing additional remote working time from our other European offices
• Regular team events and other initiatives helping employees to stay productive, healthy and engaged during hybrid mode
• Personal development perks including an annual budget for books and online trainings, regular internal trainings, German and English language classes

Urban Sports Club is committed to providing a friendly, safe, and welcoming environment for everyone who applies for a position or already works with us, regardless of their sports preferences, gender, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, or religion (or lack thereof).