Customer Success Coach (Fitness & Health)

About the position

The Customer Success Coach at Alter is responsible for ensuring a positive customer experience by being the primary point of contact for customers. This role involves providing support and guidance on various aspects of the Alter product, including workouts, recovery, nutrition insights, and stress management. The coach will utilize their knowledge of the product to troubleshoot issues and assist customers through multiple communication channels.

Responsibilities

• Answer incoming customer phone calls, emails, live chat, and SMS as needed.
• Review customer questions and provide guidance or escalate to other teams as appropriate.
• Approach every interaction with professionalism using internal tools for guidance.
• Work collaboratively with leaders, peers, and other departments.
• Remain calm under pressure and adapt as volume or situations require.
• Lead with empathy and ensure that customer's needs are met.
• Communicate effectively and deliver difficult messages as needed.
• Continuously provide feedback to management on internal processes and procedures.
• Meet or exceed all department metrics as outlined by Management.

Requirements

• Certified Nutrition Specialist
• Management experience
• Customer service experience
• Proficiency in Salesforce ATS
• Mid-level experience
• Proficiency in Microsoft Office
• Bachelor's degree
• Excellent organizational skills
• Health coaching certification
• Certified Fitness Instructor
• Strong communication skills
• Emotional intelligence
• Experience with Workday

Nice-to-haves

• Proficiency with applicant tracking systems (e.g., Greenhouse, Workday, Zoho)
• Experience with productivity tools like Google Workspace

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• Employee discount
• Flexible schedule
• Referral program