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Salary: GBP 25,000 - 28,000 / annual
Hussle (now part of EGYM Wellpass) is the UK's leading fitness marketplace, providing hundreds of companies with fitness-as-a-benefit across thousands of venues nationwide. We partner with organizations like AXA Health, Bupa, and IWG to create an ecosystem connecting gym-goers, venue owners, and health-conscious employers.
As a Customer Support Executive based in our London office, you will be a key member of the Operations team, delivering the high service levels our clients expect while developing skills across customer support, operations, and technology within the fitness sector.
Key Responsibilities:
- Deliver professional, empathetic multichannel support via email, phone, and chat using tools like Zendesk or Intercom
- Troubleshoot account and billing issues to provide timely resolutions and maintain high customer satisfaction
- Act as the voice of the customer by escalating feedback and collaborating across teams to drive product improvements
- Maintain accurate records and follow guidelines while identifying opportunities to optimize team processes
- Contribute to self-service resources and support senior management with strategic operational projects
First 6 Months Goals:
- Consistently meet defined KPIs for service and efficiency
- Develop proficiency in our CRM system and proactively suggest improvements to tools and processes
- Build trusting relationships within the team and establish yourself as a collaborative, valued team member
What We Offer:
- Hybrid working: 2–3 days per week in our central London office at Paternoster Square (with on-site gym)
- Flexible working hours and 26 days vacation per year
- Free access to fitness venues across the Hussle network in the UK
- Continuous development through varied, challenging tasks and regular feedback
- Mentoring program to exchange knowledge across teams and locations
- Annual workation: work from almost anywhere in the world for up to 4 weeks
- Additional private health insurance
- Employee benefits portal with discounts
- Office perks: fresh fruit, tea, coffee
Requirements:
- Minimum 2 years of professional experience in customer service
- Excellent written and verbal communication skills
- Strong organizational skills with ability to prioritize and manage multiple tasks in a fast-paced environment
- Detail-oriented and diligent, ensuring accuracy in interactions and record-keeping
- Resilient problem-solver with a positive attitude and genuine interest in health, fitness, and wellbeing
