GET TO KNOW US
We are on a mission to defeat inactivity! Gympass is a discovery platform that empowers companies to engage their workforce in physical activity by providing access to the largest global network of workout facilities. With a single monthly membership, companies can help employees find their perfect fit among 800 different activities at over 50,000 fitness facilities across the US, Europe, and Latin America. We increase the number of people exercising every day, helping them to become active and reach their goals. Let's help people get there together!
WHAT MAKES A GYMPASSER?
We are passionate about our mission! Whatever your job title is, here you can make a global impact and change people’s lives. At Gympass, we collaborate, set high achievable goal expectations and focus on the end result. It's a challenging, evolving environment that allows you to learn and grow. You will face a disruptive and emerging business model that will push you in several areas, with no boundaries for creation and collaboration.
We are hiring a Customer Experience Senior Manager for LATAM in São Paulo!
Determines call center operational strategies at Gympass by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
Interact, collaborate and influence product teams (Gym/HR/End User), to ensure that customer needs are addressed and to implement long-term strategic initiatives.
Deliver and establish world-class customer self-service capabilities as we grow in numbers of customers, geographies, and products.
Lead Digital Transformation enablement.
Track, analyze, report on, and optimize customer service metrics;
Create systems, processes, and tools to support the growth of the organization in LATAM, while providing a seamless, effortless customer support experience.
Identify GAPs for improvement in customer service and share with our CX PMO to address inside the company.
Influence other areas of the business that touch the customer by providing valuable insight and regular common reporting.
Develop and improve customer service best practices and guidebooks that reflects our commitment to achieving the highest standard of client satisfaction, and use these materials to train new team members effectively. (Quality team)
Lead the team in communicating effectively with clients and addressing issues rapidly and fully, either through direct action or by pulling in other relevant parties and seeing problems through to full resolution.
Provide thought leadership, strategic insight and clear communication (both written and verbal) to the team and other areas.
Have dotted line / cross-functional management of other leaders across functional teams will be common to realize the vision and strategy.
Ensure all operating measures have a focus on the customer first and measure the effectiveness of these programs through transactional surveys
WHO YOU ARE
A minimum of 5 years as manager of Customer Success operations and lead medium/large high-volume CS operations/team ensuring sustainable performance
Fluency in written and spoken English
MBA would be an advantageDesired Characteristics
Ability to proactively make or recommend decisions based on in-depth analysis; able to define critical problems to be solved and identifies data sources required to execute.
Strong ability to present findings and recommend specific actions that relate to business objectives, proposes alternative business strategies as appropriate, and applies data visualization to support findings.
Ability to instruct others on processes and procedures and be viewed as a trusted advisor to customers on the most favorable outcomes, anticipates potential issues.
Understanding of and experience with process simplification, adapting to exceptions, and the development of new procedures and workarounds.
Experience at working in a “performance-based” environment to foster it within the team.
Brings a problem-solving mindset to any challenging situation.
Ability to deliver against set objectives while operating on some occasions in stressful situations.
Strong creative, strategic, analytical, organizational, and personal negotiation skills.
Commitment to working with shared leadership and in cross-functional teams.
WHAT WE OFFER YOU
We're a wellness company that is committed to the health and wellbeing of our employees. Our benefits include:
1) WELLNESS: health, dental, and life insurance health.
2) GYMPASS DISCOUNT: We believe in our mission and encourage our employees and their families to find their passion too.
3) PAID TIME OFF: We know how important it is that our employees take time away from work to recharge.
LATAM: 30 Working days as a personal day off.
4) PAID PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life and we want our employees to take the time to be present and enjoy their growing family.
5) CAREER GROWTH: Outstanding opportunities for personal and career growth. That means we maintain a growth mindset in everything we do and invest deeply in employee development.
6) CULTURE: An exciting and supportive atmosphere with ambitious people from around the world!
7) FLEXIBLE SCHEDULE: We give our employees some flexibility to adjust their working hours, letting them adjust their starting time within a range of 3 hours.
8) REMOTE WORK: After 6 months working with us, employees are also allowed to work remotely once per week. This does not apply to interns and Aprendice.