Team Lead Support Desk

**ABOUT BEAT81**

BEAT81 is a fitness technology startup revolutionizing the way people get fit. By merging the very best of HIIT group training, heart rate technology and expert coaching we are empowering people around Europe, and soon the world, to _Sweat Smarter Together_

Our workouts led by fitness experts offer real-time, personalized heart rate monitoring, gamification and analytics - transforming the traditional group fitness experience. We think big. We think rebellious. And we're building a world-class team to make BEAT81 the global leader in fitness and technology.

**ABOUT THE ROLE**

The BEAT81 support desk supports all our users, namely customers and coaches

The goals of the support desk are:

- Being the first point of contact for ALL users (1st level support)
- Guiding users to quick solutions to their problems based on FAQs and simple support actions (e.g. updating subscriptions, canceling workouts)
- Creating reliable data for business decisions by collecting & categorizing issues
- Owning all company FAQs and simple support action handbooks ensuring that departments provide quick fixes & answers to common questions
- Increasing user’s self-help capabilities by constantly improving the information accessibility and by “training” users to solve problems independently before contacting support
- Regularly reporting and emphasizing the most critical user issues on company and department level to impact business strategy and prioritization of solving these issues permanently

**YOUR RESPONSIBILITIES**
- Grow and lead the support team and ensure excellent service quality across multiple countries
- Recruit new team members and ensure current team members are performing at their best and are motivated
- Resolve customer, coach, product, and service issues in a timely and effective manner if escalated to you
- Optimize business strategy by understanding customer and coach needs and recommending new processes, products, features, or services.
- Constantly optimize your department’s processes and tools to develop & improve key KPIs like response time, customer satisfaction, and NPS
- Become a principal source for user data by ensuring flawless data collection and by providing data-driven assessments on our user’s biggest and most urgent problems

**YOUR PROFILE**
- 2+ years of professional experience in a service-oriented role, e.g. customer service, sales, or hospitality
- Proven leadership skills and the ability to manage a support team as well as work collaboratively across departmental functions
- Customer-oriented and problem-solving with an empathetic mindset
- A positive, persuasive personality with outstanding communication skills
- Self-driven with a “hands-on” approach, able to proactively identify and solve problems together with the team
- Experience in collecting, ordering, and communicating user data to impact business decisions
- Ability to work under pressure and prioritize whilst delivering quality work
- Experience with CS-Tools e.g. Zendesk or Freshdesk
- Excellent communication in English (spoken/written), German is a plus

**YOUR BENEFITS**
- Join our journey to build the largest fitness company that is delivering lasting wellbeing in the world
- Become part of a highly motivated and international team of Europe’s fastest-growing fitness technology startup backed by Europe’s best VCs and a unique team of fitness experts
- A working environment that is built on care for one another, trust, openness, relentless focus on doing the right thing, and grit
- The right equipment and support you need to get your work done
- Unlimited BEAT81 workouts for you and one family member/friend: we guarantee that you will get fit working here :)
- Fresh fruit and healthy snacks on tap at the office to fuel your workout regime
- Regular sports and social team events