Customer Support Executive (m/f/d)

Egym; Greater London; Hybrid; GBP 25,000 - 28,000; Full time

Benefits offered by this job

Hybrid Working

26 days vacation

On-site gym

Mentoring program

Annual workation

Private health insurance

Discounts

Job summary

Hussle, now part of EGYM Wellpass, based in London, invites results-driven customer support professionals to join a fast-paced Operations team. You will handle emails, calls, and chats, resolve account and billing issues, and advocate for customers while contributing to process improvements and strategic projects.

You will collaborate cross-functionally, maintain records, and help develop self-service resources as part of a growing fitness tech company in the UK.

Qualifications

• Minimum 2 years in customer service.
• Excellent written and verbal communication skills.
• Organizational skills with ability to manage multiple tasks.
• Detail-oriented with accuracy in interactions and records.
• Positive attitude and genuine interest in health and fitness.

Responsibilities

• Provide professional, empathetic assistance via email, phone, and chat.
• Troubleshoot account and billing issues to resolve problems quickly.
• Escalate feedback to drive product improvements.
• Maintain accurate records and follow guidelines while improving processes.
• Contribute to self-service resources and support senior management with projects.

Skills

Multichannel support

Problem solving

Customer advocacy

Operational excellence

Attention to detail

Tools

Zendesk

Intercom

Job description

Hussle (now part of EGYM Wellpass) is the UK’s leading fitness marketplace. We provide hundreds of companies with fitness-as-a-benefit at thousands of venues nationwide through one simple pass. By collaborating with partners like AXA Health, Bupa, and IWG, we create a thriving ecosystem for gym-goers, owners, and health‑conscious organizations.

Are you ready to hit the ground running in a flexible, fast‑paced environment and contribute to the success of a growing company? We pride ourselves on outstanding support. As part of our Operations team based in London, you will play a key role in delivering the high service levels our clients expect while developing valuable skills across customer support, operations, and technology in the exciting fitness sector.

Your daily workout

• Multichannel Support: You provide professional, empathetic assistance via email, phone, and chat, utilizing tools like Zendesk or Intercom
• Effective Problem Solving: You troubleshoot account and billing issues to provide timely resolutions and maintain high customer satisfaction
• Customer Advocacy: You act as the voice of the user by escalating feedback and collaborating across teams to drive product improvements
• Operational Excellence: You maintain accurate records and follow guidelines while identifying opportunities to optimize team processes
• Knowledge & Growth: You contribute to self‑service resources and support senior management with strategic operational projects

Your fitness level

• Professional Experience: You have at least 2 years of experience in customer service
• Communication Skills: You possess excellent communication skills, both written and verbal, to engage effectively with our community
• Organizational Talent: You are organized and able to prioritize and manage multiple tasks in a fast‑paced environment
• Attention to Detail: You are detail‑oriented and diligent, ensuring accuracy in every interaction and record
• Mindset & Interest: You are a resilient problem‑solver with a positive attitude and a genuine interest in health, fitness, and wellbeing

Your training goal for your first 6 months

• Performance Excellence: You consistently meet the specific KPIs defined for your role, ensuring high standards of service and efficiency
• Tool & Process Knowledge: You are proficient in our CRM system and develop proactive suggestions for improving our tools and operational processes
• Network & Collaboration: You are an open‑minded personality who builds trusting relationships within the team and is highly valued for your collaborative approach

The equipment we provide

• Modern Culture: Be part of a modern and international company culture where talent and passion are welcomed, heard, and part of the decision‑making process
• Continuous Development: Develop your skills with varied, challenging tasks and regular feedback to benefit from a steep learning curve
• Fit & Healthy: Free use of the fitness venues across the Hussle network in the UK
• Work-Life-Balance: Benefit from flexible working hours and 26 days of vacation per year
• Compensation: Starting salary between £25,000 and £28,000, reviewed annually in line with your performance
• Mentoring Program: Exchange knowledge and grow together across teams and locations through our self‑organised mentoring platform
• Hybrid Working: Work 2–3 days per week in our stunning new central London office in Paternoster Square, next to St Paul’s Cathedral that has its own on‑site gym
• Fresh fruit, tea, coffee: Available in our office to keep you refreshed and energized throughout your workday
• Discounts: Get a variety of great discounted offers, from fashion to leisure, through
• our employee benefits portal
• Annual workation: Choose to work from almost anywhere in the world for up to 4 weeks
• Additional private health insurance: Support employees’ long‑term health and security.

About EGYM

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EGYM is a global fitness technology leader, providing fitness and health facilities with intelligent workout solutions. EGYM makes exercising smarter and more efficient with its comprehensive suite of connected gym equipment and digital products that integrate seamlessly with 3rd-party-hard- and software. The result is a fully connected training experience that drives measurable business and health outcomes on and off the training floor.

EGYM also offers subscription‑based corporate fitness- and wellness solutions built on a combination of gym‑access and EGYM fitness programs that directly target costly chronic conditions and boost employee health, leading to higher productivity and well‑being.

EGYM's global headquarters are in Munich, Germany, with North American offices in Denver, Colorado.

EGYM is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs, regardless of race, gender, religion, sexual orientation, age or any other aspect of an individual's identity.