Customer Support Manager (m/f/d)

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 such as AXA Health, Bupa and IWG, we create a thriving ecosystem for gym‑goers, owners and health‑conscious organisations.

As part of our Operations team based in London, you will play a key role in delivering high service levels for our clients while developing valuable skills across customer support, operations and technology in the exciting fitness sector.

• Multichannel Support: Provide professional, empathetic assistance via email, phone and chat using tools such as Zendesk or Intercom.
• Effective Problem Solving: Troubleshoot account and billing issues to deliver timely resolutions and maintain high customer satisfaction.
• Customer Advocacy: Act as the voice of the user by escalating feedback and collaborating across teams to drive product improvements.
• Operational Excellence: Maintain accurate records and follow guidelines while identifying opportunities to optimise team processes.
• Knowledge & Growth: Contribute to self‑service resources and support senior management with strategic operational projects.

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

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

• 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 and 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.

Upload your documents (CV, salary expectations and earliest possible start date) and specify the job ID #1955.

Contact: Marco Ohde

For further information: https://career.egym.com

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.