Lead Customer Service Representative

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over 2 years old

This job is no longer active

Start Date: January 2022

The Role

We are recruiting for a Member Support Lead  Agent to Support both internal UK Support team and projects and our BPO.  The Member Support Lead will help to elevate every member's Peloton experience through elegant and efficient customer relationship contact management. This role will work closely with the EU Member Support Manager to support the growth of the operation and to make sure we have process and policies in place that provide an outstanding experience for our Members as we scale. 

What you’ll do:

  • Be the Peloton Members advocate and representative with all internal and external groups and stakeholders
  • Manage Peloton Member escalation contacts to resolution 
  • Manage proactive Member Support process to ensure that every member will receive a memorable experience
  • Support other Member Support team members such as Concierge Services or Member Support Operations with process, technical or knowledge inquiries
  • Be the point of contact to work with the Member Support Manager with policy design to improve International policies and process
  • Deliver Support projects as required

Requirements and qualifications

  • Bachelor’s degree or equivalent 
  • 3 to 5 years’ experience in Customer Service or in fast paced customer facing environment
  • Strong listening skills
  • Experience in working with outsourcing partners a plus
  • Positive communicator who can manage ambiguity
  • Ability to confidently lead discussions and communicate business messages effectively
  • Analytical, creative, and innovative approach to solving problems
  • Role model in contact handling skills
  • Ability to work effectively with people in a cross-functional environment
  • Entrepreneurial spirit
  • Interest in Fitness-Tech industry is a plus

ABOUT PELOTON:

Peloton uses technology + design to connect the world through fitness, empowering people to be the best version of themselves anywhere, anytime. We have reinvented the fitness industry by developing a first-of-its-kind subscription platform. Seamlessly combining hardware, software, and streaming technology, we create digital fitness and wellness content and products that Members love. In 2020 Peloton committed to becoming an antiracist organization with the launch of the Peloton Pledge. Learn more, here.

“Together We Go Far” means that we are greater than the sum of our parts, stronger collectively when each one of us is at our best. In order to be the best version of Peloton, we are deeply committed to building a diverse workforce and inclusive culture where all of our team members can be the best version of themselves. This work has no endpoint; it is the constant work of running an organization that strives to reach its full potential. As a first step in our commitment, we announced the Peloton Pledge to invest $100 million over the next four years to fight racial injustice and inequity in our world, and to promote health and wellbeing for all, from the inside out.

Peloton is an equal opportunity employer and committed to creating an inclusive environment for all of our applicants. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you would like to request any accommodations from application through to interview, please email:  [email protected]

 

Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Peloton does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted here on our careers page and all communications from the Peloton recruiting team and/or hiring managers will be from an @onepeloton.com email address. 

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Peloton does not accept unsolicited agency resumes. Agencies should not forward resumes to our jobs alias, Peloton employees or any other organization location. Peloton is not responsible for any agency fees related to unsolicited resumes.