Customer Care Operations Lead at Tonal
San Francisco, CA, US
Who We Are
 
Tonal has built the world’s most intelligent fitness system that is changing the way people work out at home. Tonal is a fresh approach to fitness that leverages hardware, software, video content, and artificial intelligence. Everyone who’s used our product, from professional athletes to fitness enthusiasts, has fallen in love.
 
At Tonal, we are applying our collective knowledge and creativity to reimagine fitness. We know firsthand that too many hurdles stand between each of us and our fitness goals. Drawing on decades of research and a diverse team of experts, we have created the most advanced content driven strength training system available that makes working out a more efficient, effective, and engaging. 
 
We're passionate about building products that transform people's lives. 
 
Overview
 
Tonal is looking for a Customer Care Operations Lead to support our in-house Customer Advocate Team. The Operations Lead is responsible for providing a world class, high quality, efficient experience that contributes to the health of the Tonal Community. The ideal candidate is passionate about helping others and is motivated by Customer-focused goals. They are excited by the idea of contributing to knowledge base development, approved email content/templates, and the overall Customer Experience delivered by the Advocates. They also demonstrate a clear ability to provide both high-level and detailed updates to stakeholders, inside and outside of the support organization.
 
What You Will Do
 
  • Oversee Customer Support channels and maintain our SLAs. Our Customers come first!
  • Support the daily activity of the Customer Advocate team. Field questions, ensure we stay ahead of escalations, track daily tasks, and work Customer cases.
  • Engage the team as the SME in all aspects of Tonal. Whether that be Order Management, Installation, Troubleshooting, or workflow best practices.
  • Monitor, develop, and implement team best practices to increase productivity, quality, and CSAT.
  • Communicate gaps and recommendations relating to training, documentation, workflow, and process to stakeholders. Identify trends across the team and individuals.  
  • Recognize and escalate high priority issues for Care leadership and external stakeholder review.
  • Prepare and assist with Customer-focused initiatives such as proactive outreach campaigns. 
  • This position includes some on-call work, including nights and weekends.
 
Who You Are
 
  • 2-4 years working in a call center or HQ environment.
  • 1-2 years working in a lead role.
  • Experience with holistic support organizations and can speak to how Training, Content, Quality, and Operations work together to deliver white glove service.
  • You are a creative thinker with strong problem-solving skills.
  • Ability to multitask, prioritize, and manage time effectively in a demanding fast-paced environment.
  • You are detail oriented and possess great verbal and written communication skills. 
  • You communicate early and often, proactively sharing progress updates and flagging challenges.
  • You have a positive attitude and put the Customer Experience first!
 
Extra Credit
 
  • Experience supporting products that deliver hardware, firmware, and software.
  • Passionate about strength training, exercise, health and fitness.