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 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.

Responsibilities

• 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 optimise team processes.
• Knowledge & Growth: You contribute to self‑service resources and support senior management with strategic operational projects.

Qualifications

• 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 organised and able to prioritise 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 well‑being.

First 6‑Month Goals

• 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.

Benefits

• 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 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.
• 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.

Equal Opportunity Statement

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.