Senior Member Support Specialist
New
J
JobgetherHealth and wellness
Work remotely from within the United States.Full-TimeSenior
Salary22 - 24 USD per hour
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Job Details
- Languages
- Fluent English proficiency
- Experience
- At least 3 years of experience in a high-volume customer service environment; at least 2 years of previous experience with WeightWatchers is required.
- Required Skills
- Microsoft OfficeCustomer serviceGoogle WorkspaceSlack
Requirements
- Have a High School Diploma or GED equivalent.
- Have at least 3 years of experience in a high-volume customer service environment.
- Have experience handling complex phone escalations and advanced customer resolutions.
- Have at least 2 years of previous experience with WeightWatchers.
- Be fluent in English, with strong verbal and written communication skills.
- Demonstrate active listening, empathy, patience, resilience, and de-escalation skills.
- Have experience supporting, guiding, coaching, or mentoring colleagues, particularly frontline customer service agents.
- Be comfortable using Slack, Google Workspace (G-Suite), Microsoft Office, call center software, and web-based support tools.
- Have in-depth knowledge of WeightWatchers Clinic and related member services.
- Be able to learn new technologies, adapt to changing processes, and manage competing priorities.
Responsibilities
- Handle complex inbound and outbound phone escalations from Level 1 support agents.
- Resolve sensitive executive-level escalations and Better Business Bureau complaints.
- Provide empathetic support for challenging, high-pressure member interactions.
- Troubleshoot concerns involving membership programs, studio services, digital platforms, and mobile applications.
- Answer frontline agents' questions through Slack support channels with guidance, technical answers, and coaching.
- Serve as a subject matter expert on customer support policies, procedures, and service standards.
- Share knowledge and best practices to support frontline agents' development.
- Identify recurring customer concerns, knowledge gaps, workflow inefficiencies, and systemic issues with team leaders.
- Build rapport and provide recommendations aligned with members' health, wellness, and weight management goals.
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