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Account Associate LeadUnited States

ClassPass

Account Associate Lead

United States

In this role, you will serve as a leader for the Account Associate team. Your team is the face of ClassPass to our fitness partners. You lead by example by confidently communicating the ClassPass value proposition, explaining the usefulness of our tools and effectively troubleshoot partner issues. You also advocate for our partners internally, escalate bugs and communicate pain points and feature requests through the appropriate channels. This role provides the opportunity to learn the ins-and-outs of ClassPass and the fitness industry, develop client management skills and cultivate relationships with select partners.

The ideal candidate will leverage their outstanding communication skills and impeccable attention to detail to connect with partners and foster long-lasting relationships. This is a role for those who have an interest in fostering a strong team camaraderie, motivate and empower individuals to do their best work, and drive everyone towards a collective goal.

Responsibilities:

Team Management and Support
  • Lead hiring, onboarding and training efforts
  • Professional development of direct reports including ongoing training and real-time feedback
  • Performance and motivation of team through ongoing 1:1s and communications
  • Identification and delegation of inbox related projects, including specialist functions and triage resourcing


SLA Fulfillment/Inbox Management
  • Track SLAs for the team including, but not limited to, e-mail velocity, response rate, calls, etc.
  • Oversee AA inbox - maintenance, triaging, case categories, etc.
  • Ensure high quality level of service and studio sentiment/satisfaction standards
  • Responsible for escalation of issues and "surge" strategies
  • Identify and address potential risks or negative trends
  • Responsible for studio sentiment tracking and escalation


Qualifications
  • 3+ years of professional work experience, ideally in a client facing setting
  • Proven management experience (preferred, but not required)


Additional info:
  • Benefits include medical coverage, paid time off, 401k, complimentary ClassPass membership, and an office filled with passionate, smart, and happy people!


We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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