Customer Care Advocate

Overview

At Tonal, we prioritize customer experience above all else. As part of our team, you'll be pivotal in shaping this experience and delivering a top-tier service to every customer. We seek a compassionate and adept communicator to champion the frontline, ensuring our customers achieve their fitness goals. This entails handling pre-purchase inquiries, resolving product issues, addressing customer questions and concerns, and fostering a supportive team culture as we grow. Every customer is valued, and we focus on providing them with the support they need to utilize Tonal and reach their peak performance. Our priority is ensuring customers have what they need to use Tonal and be their strongest.

Key Responsibilities: 

• Develop deep expertise in Tonal. We drive Customer Satisfaction through efficient and accurate resolutions.

• Resolve escalated customer issues promptly to ensure satisfaction and loyalty, utilizing various support channels such as phone, email, virtual video sessions, chat, and social media.

• Consistently deliver high-quality work, taking ownership of issues and demonstrating a commitment to continuous learning and development.

• Accurately document customer interactions, analyze trends, and report on escalated cases and retention activities.

• Champion customer needs, using feedback to drive product and service improvements.

• Collaborate with cross-functional teams to ensure seamless customer journey and enhance overall satisfaction.

• Contribute to content, including, but not limited to, knowledge base content, CRM template responses, troubleshooting guides, and messaging proposals.

• Test new product updates and provide user feedback

• Cover flexible hours. This position includes some on-call work, including nights and weekends.

Who You Are

• Minimum 1 to 3 years in a call center environment.

• College or university degree preferred.

• Demonstrated experience in customer service or related roles.

• Strong problem-solving skills and ability to manage difficult customer situations.

• Excellent communication skills, both written and verbal.

• Collaborative mindset to work with various teams.

• Experience in customer retention and/or sales is highly valued.

• Effectively manage time and prioritize tasks to meet deadlines and achieve objectives in a dynamic work environment.

• Working under pressure is second nature to you. You excel at navigating gray areas and know when to stop and seek guidance.

• Thrive in a fast-paced environment and demonstrate adaptability to change, maintaining composure and efficiency while navigating evolving circumstances.

• Demonstrate punctuality and reliability in attendance, ensuring timely arrival and adherence to schedules to support efficient operations.

Additional Information: 

• Cover flexible hours. This position includes some on-call work, including nights and weekends.

• This position is hybrid

At Tonal, we believe that the unique and varied lived experiences of our teammates contribute to our overall strength. We don’t just appreciate differences, we celebrate them, and we always seek people that represent a wide variety of backgrounds. We’re dedicated to adding new perspectives to the team and designing employee experiences that contribute to your growth as much as you do to ours. If your experience aligns with what we’re looking for (even if you don’t check every single box), send us your application. We would love to hear from you!

Tonal is committed to meeting the diverse needs of people with disabilities in a timely manner that is consistent with the principles of independence, dignity, integration, and equality of opportunity. Should you have any accommodation requests, please reach out to us via our confidential email, accessibility@tonal.com. All requests will be addressed and responded to in accordance with Tonal’s Accessibility Policy and local legislation.