People, Person, Computer, Electronics, LCD Screen, Laptop, Pc

Customer AdvocateSan Francisco, California, United States

Tonal

Customer Advocate

San Francisco | California | United States

Who We Are

Tonal has built the world's most intelligent fitness system that is changing the way people work out at home. Tonal is a fresh approach to fitness that leverages hardware, software, video content, and artificial intelligence. Everyone who's used our product, from professional athletes to fitness enthusiasts, has fallen in love.

At Tonal, we are applying our collective knowledge and creativity to reimagine fitness. We know firsthand that too many hurdles stand between each of us and our fitness goals. Drawing on decades of research and a diverse team of experts, we have created the most advanced strength training system available that makes working out more efficient, effective, and engaging.

We're passionate about building products that transform people's lives.

Overview

At Tonal, we place Customer Experience above all else. This role will have a direct impact in crafting our Customer Experience and in delivering a white-glove experience to every individual Customer. We are looking for a skilled and empathetic communicator who will guard the frontlines and do what it takes to get our Customers on track with their fitness goals! This includes addressing pre-purchase inquiries, troubleshooting product issues, helping Customers with questions/concerns, and contributing to the team's culture as we scale. Every Customer matters. Our number one priority is making sure Customers have what they need to use Tonal and be their strongest.

What You Will Do

  • Develop a deep expertise in Tonal. We drive Customer Satisfaction through efficient and accurate resolutions
  • Help Customers on a daily basis and represent the Tonal brand over a variety of channels such as phone, email, face to face, and social media
  • Deliver high-quality work, take issues on as your own, and commit to ongoing learning and development
  • Capture feedback from frontline interactions and advocate for resolutions
  • Make contributions towards content, including but not limited to knowledge base content, CRM template responses, troubleshooting guides, and messaging proposals
  • Test new product updates and provide user feedback
  • Support internal Customers by managing our in-house gym experience
  • Cover flexible hours. This position includes some on-call work, including nights and weekends

Who You Are

  • A Customer Advocate! You enjoy working with Customers, you know the Customer is always right, and you face even the most escalated contacts with empathy, respect, and support
  • Comfortable with full stack support. You can help Customers navigate issues across hardware, firmware, and software
  • An exceptional communicator with especially strong writing skills. You enjoy writing on a range of topics, from Customer-facing messages to internal bug reports -- no matter the subject, you love being the one to communicate
  • A skilled typer. Minimum 60 WPM
  • Working under pressure comes as second nature; you excel at navigating gray areas and you know when to stop and seek guidance
  • Detail oriented
  • Punctual

Extra Credit
  • Previous work on call center teams, in-house support teams, or a retail/Customer-facing environment
  • Experience supporting products that deliver hardware, firmware, and software experiences
  • Passionate about strength training, exercise, health, and fitness

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