About this role
Role Overview
- Provide high-quality, tailored coaching to clients on behalf of our coaches, acting as a seamless extension of their brand.
- Execute end-to-end coaching tasks, including the deployment of coach templates and the application of specific protocols.
- Manage client inboxes daily to provide motivation and answer questions within established service levels.
- Maintain a credible and authentic coaching presence in all client interactions.
- Ensure seamless integration with coach workflows by adapting to their specific working hours, weekly rhythms, and coaching philosophies.
- Maintain the ability to handle multiple coaches and distinct brand identities simultaneously, ensuring no cross-contamination of coaching styles or protocols.
- Adhere to our SLAs for response times and proactive reach-outs to clients.
- Manage the commercial lifecycle of clients, including handling renewals and cancellations.
- Identify upsell opportunities and successfully handle them end-to-end.
- Serve as the first line of support for clients navigating the app, ensuring a smooth digital onboarding experience. Escalate to the Support team when necessary.
Requirements
- Must be available to work weekends, nights and holidays.
- Must be a current resident of Georgia, Indiana, North Carolina, Tennessee, Texas, or Utah.
- A deep-rooted passion for health and fitness, with a natural ability to translate complex goals into actionable, motivating steps.
- An "athlete’s heart" and a "teacher’s mind”: you are driven to see others succeed and can explain the "why" behind the "what."
- Fluency in English, with the ability to communicate empathetically and clearly across different mediums.
- High emotional intelligence (EQ): you can read between the lines to understand a client's struggles and provide the right support at the right time.
- Proactive problem-solving skills: you don't wait for a system to break; you look for ways to optimize the client experience every day.
- Meticulous organizational habits: you can manage multiple client profiles and schedules without letting the "human touch" slip through the cracks.
Benefits
- Paid sick leave. (5 days accrued annually)
- Extensive training, where we'll provide you with all the tools you need to succeed in the role.
- Structured and prioritized development opportunities.
- Development feedback cycle with quarterly check-ins.