Customer Experience Lead - Fitness & Tech Support

Core Health & Fitness; Vancouver (WA); On-site; USD 33,000 - 37,000; Full time

Job summary

Core Health & Fitness is seeking a Customer Experience Lead to manage all aspects of the sales, support, and service relationship from pre-installation through post-install and to ensure timely, effective customer support.

You will oversee customer accounts, drive training for technicians and dealers, track performance metrics, and collaborate with sales to optimize the customer journey; periodic travel may be required to support escalated cases.

Qualifications

• Minimum of a bachelor’s degree or equivalent experience in a support environment.
• Experience with CRM systems and performance tracking.
• Experience interfacing with customers and field technicians.
• Ability to train and present technical information.
• Sense of urgency and ownership in managing service levels.

Responsibilities

• Ensure the highest level of customer service across accounts.
• Manage escalated account issues proactively, including install-related matters.
• Coordinate training for in-house technicians, dealers, service providers, and installers.
• Document service-related matters and follow through until completion.
• Provide feedback on dealer and service performance to improve quality.
• Travel as needed to provide in-person assistance and set service plans.

Skills

Customer service

Leadership

Communication

Problem solving

Analytical skills

Education

Bachelor's degree or equivalent

Tools

CRM

Job description

Core Health & Fitness is seeking a Customer Experience Lead to manage all aspects of the sales, support, and service relationship from pre-installation through post-install and to ensure timely, effective customer support.

You will oversee customer accounts, drive training for technicians and dealers, track performance metrics, and collaborate with sales to optimize the customer journey; periodic travel may be required to support escalated cases.