Customer Service Operations AnalystNew

Les Mills Brasil ??; Auckland; Hybrid; NZD 60,000 - 85,000; Full time

Benefits offered by this job

Free gym membership

LM+ subscription

Health insurance discount

Flexible hybrid work

Job summary

Les Mills International is seeking a Customer Service Operations Analyst to join its global customer service team in Auckland. This hands-on role is a Tier 2 escalation point, resolving challenging enquiries and collaborating with Marketing, Product and Engineering to investigate issues.

You’ll coach colleagues, manage incidents, maintain knowledge, and help implement AI-assisted support tools while ensuring smooth operations across regions.

Qualifications

• Solid hands-on customer service experience.
• Ability to handle complex customer situations and escalations.
• Experience coaching, training and sharing knowledge.
• Familiarity with AI-assisted customer support and improving processes.

Responsibilities

• Be the go-to person for complex customer issues, escalations and technical investigations.
• Share expertise through coaching, training and knowledge management.
• Help shape smarter customer service processes and AI-assisted ways of working.

Skills

Customer service

SaaS knowledge

Escalation handling

Coaching & training

Knowledge management

Freshdesk/Zendesk

Jira

Cross-functional collaboration

Tools

Freshdesk

Zendesk

Jira

Confluence

Job description

PERMANENT | FULL-TIME | AUCKLAND

Be a trusted expert within our global LES MILLS+ Customer Service team, solving complex customer challenges, supporting colleagues and improving how we deliver customer support.

• Be the go-to person for complex customer issues, escalations and technical investigations.
• Share your expertise through coaching, training and knowledge management.
• Help shape smarter customer service processes and AI-assisted ways of working.

Customer Service Operations Analyst

PERMANENT | FULL-TIME | AUCKLAND

Be a trusted expert within our global LES MILLS+ Customer Service team, solving complex customer challenges, supporting colleagues and improving how we deliver customer support.

• Be the go-to person for complex customer issues, escalations and technical investigations.
• Share your expertise through coaching, training and knowledge management.
• Help shape smarter customer service processes and AI-assisted ways of working.

About The Role

We're looking for a Customer Service Operations Analyst to join our Customer Service team at Les Mills International. This is a hands-on, experienced customer support role where you'll act as a key Tier 2 escalation point, helping colleagues resolve challenging customer enquiries and working closely with Marketing, Product, Engineering and other teams to investigate and resolve issues. You'll support the smooth running of our global Customer Service operations, including managing escalations, coordinating customer-impacting incidents, maintaining support knowledge and providing operational coverage during busy periods or team absences. You'll also play an important role in coaching colleagues, supporting training and quality assurance, and identifying opportunities to improve our processes and customer experience. As we continue introducing AI-assisted customer support, you'll help ensure our team has the knowledge, guidance and processes needed to use these tools effectively and responsibly. This is an individual contributor role offering opportunities to develop specialist expertise, influence improvements and work across the wider business.

Skills And Experience You'll Need

You'll bring solid hands-on customer service experience, excellent problem-solving skills and confidence dealing with complex customer situations. You're someone colleagues naturally turn to for guidance, who enjoys sharing knowledge and improving the way things work.

You Will Ideally Have Experience In The Following

• Handling complex customer enquiries and technical escalations, preferably in a digital product, SaaS or subscription environment.
• Using customer support platforms such as Freshdesk or Zendesk, with experience investigating and documenting issues using Jira or similar tools.
• Supporting colleagues through coaching, knowledge sharing, training and quality improvement.
• Working across teams to resolve incidents, improve processes and deliver better customer outcomes.

Experience with Confluence, knowledge management, operational reporting, AI-assisted customer support or automation would be advantageous.

We're looking for someone who is curious, collaborative and comfortable adapting as new technologies change how customer support is delivered.

About Les Mills

At Les Mills, unlocking and amplifying that inner drive to achieve our goals is something we're not shy to say we're great at. Today, Les Mills International’s programmes are in 20,000 gyms in over 100 countries. Pair that with the boom of our digital subscription service LES MILLS+ (like Netflix for our workouts), and it's an exciting time to be part of our global company. Our mission is simple: to create a fitter planet. You don't have to be a fitness fanatic to fit in here, but you can make a workout part of your workday. If you want to grow your professional career, Les Mills International could be the place for you. Our mission is simple: to create a fitter planet.

What's In It For You

We operate as a flexible and hybrid workplace with a mix of working in the office and at home, supporting work-life balance. Whether that means working from home, going to the gym, or doing school drop-offs and pick-ups, we want our employees to feel comfortable working in an environment where they can thrive and feel empowered.

We Offer Some Great Benefits That Include

• Free gym membership and LM+ subscription
• 26 weeks full-pay primary parental leave
• Health insurance discount
• Company-wide connection opportunities
• Global mobility
• Dog-friendly office
• Volunteer day
• Free fresh fruit and snacks

We are a Gold Supporter of the Pride Pledge organisation, committed to providing a flexible, diverse and inclusive environment. We believe our people are the only way to help us work towards steep growth goals and industry-leading innovations. If you're excited about this role, we encourage people of all backgrounds to apply, even if you don't meet every requirement. We might have something waiting in the wings that you'd be perfect for. We value togetherness, support, equity and respect, and that begins with increasing diversity in our teams.

Profession Digital/Online

Company: Lesmills Career