Customer Experience Agent - Member Support (Wellness)

TL;DR

Customer Experience Agent (Wellness): Providing solution-oriented support for members via email and phone with an accent on member satisfaction and retention. Focus on resolving complex member inquiries, improving customer service processes, and delivering against KPIs.

Location: Hybrid (Barcelona, Lisbon, Madrid, València). Must be based in Spain or Portugal. Offers extended remote work for up to 120 days within the EU, UK, and Switzerland.

Company

A leading European platform for sports and wellness dedicated to inspiring active and healthy lives, now part of the global Wellhub ecosystem.

What you will do

• Provide creative, individualized solutions to incoming member requests via email and phone.
• Serve as the direct link between the company and current or potential members.
• Build strong relationships through positive, empathetic, and clear communication.
• Proactively contribute to the improvement of customer service quality, UX, processes, and tools.
• Deliver consistently against defined KPIs and service level agreements.

Requirements

• Fluency in Spanish and English (spoken and written).
• Strong problem-solving and multitasking capabilities with close attention to detail.
• Experience using Zendesk or similar CRM tools, Atlassian, and remote support platforms.
• Ability to be proactive and structured in identifying priorities.
• Confidence in engaging with members, colleagues, and internal stakeholders.

Nice to have

• Fluency in German.

Culture & Benefits

• Free hirify.global L Pro Membership plus friends and family discounts.
• Hybrid work model balancing on-site and remote options.
• Extended remote work possibilities (up to 120 days in EU/UK/Switzerland).
• 30 days of paid vacation annually plus two days for volunteering.
• Annual professional growth budget of €1,000 and weekly language classes.
• Complimentary access to mental health provider Open Up.