Lead Customer Service Representative - German Speaking
Peloton, Cork, Ireland
High-energy group fitness in your living room
Start Date: January 2022
We are recruiting for a Member Support Lead Agent to Support both internal German 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. Fluency in German essential.
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
- Fluency in German a must
- Interest in Fitness-Tech industry is a plus
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.
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.
If you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Peloton, please email [email protected] before taking any further action in relation to the correspondence.
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.
Founded in 2012, Peloton is a global interactive fitness platform that brings the energy and benefits of studio-style workouts to the convenience and comfort of home. We use technology and design to bring our Members immersive content through the Peloton Bike, the Peloton Tread, and Peloton Digital, which provide comprehensive, socially-connected fitness offerings anytime, anywhere. We believe in taking risks and challenging the status quo by continuously innovating and improving. Our team is made up of passionate brand ambassadors, and we know that together, we go far.
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