Job description

CX Coordinator

Before we tell you what P.volve is, we’ll tell you who we are as a company. We are a highly passionate, hardworking, self-starting, flexible team who lives and breathes our method and business. We love it, we believe in it, we practice it and we change the lives of people around the world with our accessibility and our method. We offer you the opportunity to join a company that feels more like family whose values and culture are top priority.

Here, your impact will be felt immediately.P.volve is a resistance-based, high intensity, low-impact fitness method that strengthens, sculpts and energizes the entire body. We help everyone look and feel their best by connecting mind to muscle in every workout.

P.volve has three main facets of our business: a streaming platform with hundreds of accessible workouts, a full suite of cutting-edge and proprietary equipment, and three studios in New York City, Chicago and LA.Backed by Camelot Venture Group, the group that brought to life SmileDirectClub, Quicken Loans, 1-800-Contacts, and many other disruptive DTC brands, P.volve is revolutionizing the fitness industry and poised for rapid growth.

We’re seeking a CX Coordinator to join our CX Team!

Responsibilities:

• Be an ambassador of P.volve’s brand and values in every customer interaction – via email, chat or phone
• Serve as our customers’ advocate to understand and resolve their pain-points: manage customer requests in Zendesk, process orders in Shopify, and process returns & refunds
• Collect and prioritize customer feedback: understand and track most pressing customer issues, educate recommendations for new product features, and create Jira tickets for bug fixes
• Deliver interactions that “wow” our customers: contribute to achieving our CSAT and NPS targets, use key Amplitude and Zendesk reports to understand customer LTV, and keep up on our latest products & offerings
• Be a team player: Collaborate with Marketing, Operations, and Product to provide short-term and long-term solutions to customer requests. Make recommendations to continue to improve our internal knowledge base, macros and processes
• Meet and exceed individual targets for Resolution SLA, CSAT, Tickets Solved per Week (among others)

Qualifications:

• 1-3 years of experience in a customer service role
• Experience with Zendesk or other mainstream CRM tools
• Experience with Shopify or other e-commerce toolsFamiliarity with the health & wellness industry is a plus.
• Demonstrated ability to thrive in ambiguity, exceptional time management and attention to detail
• High EQ, customer oriented, skilled in active listening, and proven ability to adapt communication style to different types of personalities
• College degree preferred

Job Types: Contract, Temporary, Part-time, Full-time

Pay: $15.00 - $22.00 per hour

Benefits:

• Work from home

Schedule:

• Evening shift
• Holidays
• Monday to Friday
• Weekend availability

Work Location: Remote

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