Customer Care Advocate

Who We Are

Tonal is the most intelligent home gym and the first truly personalized approach to strength training. Tonal enables people to lead healthier lives by providing them with the equipment technology and guidance to effectively reach their fitness goals. A fullbody strength assessment automatically sets the optimal weight for every move and adaptive digital weight adjusts in realtime for the most personalized and effective workout that helps members achieve measurable results.

Overview

At Tonal we prioritize customer experience above all else. As part of our team youll be pivotal in shaping this experience and delivering a toptier service to every customer. We seek a compassionate and adept communicator to champion the frontline ensuring our customers achieve their fitness goals. This entails handling prepurchase inquiries resolving product issues addressing customer questions and concerns and fostering a supportive team culture as we grow. Every customer is valued and we focus on providing them with the support they need to utilize Tonal and reach their peak performance. Our priority is to ensure that customers have everything they need to use Tonal and be their strongest.

What You Will Do:

• Develop deep expertise in Tonal. We drive Customer Satisfaction through efficient and accurate resolutions.

• Resolve escalated customer issues promptly to ensure satisfaction and loyalty utilizing various support channels such as phone email virtual video sessions chat and social media.

• Consistently deliver highquality work taking ownership of issues and demonstrating a commitment to continuous learning and development.

• Accurately document customer interactions analyze trends and report on escalated cases and retention activities.

• Champion customer needs using feedback to drive product and service improvements.

• Collaborate with crossfunctional teams to ensure a seamless customer journey and enhance overall satisfaction.

• Contribute to content including but not limited to knowledge base content CRM template responses troubleshooting guides and messaging proposals.

• Test new product updates and provide user feedback

• Cover flexible hours. This position includes some oncall work including nights and weekends.

Who You Are

• Minimum 1 to 3 years in a call center environment.

• A college or University degree is preferred.

• Demonstrated experience in customer service or related roles.

• Strong problemsolving skills and ability to manage difficult customer situations.

• Excellent communication skills both written and verbal.

• Collaborative mindset to work with various teams.

• Experience in customer retention and/or sales is highly valued.

• Effectively manage time and prioritize tasks to meet deadlines and achieve objectives in a dynamic work environment.

• Working under pressure comes naturally to you. You excel at navigating gray areas and know when to stop and seek guidance.

• Thrive in a fastpaced environment and demonstrate adaptability to change maintaining composure and efficiency while navigating evolving circumstances.

• Demonstrate punctuality and reliability in attendance ensuring timely arrival and adherence to schedules to support efficient operations.

Additional Information:

• Cover flexible hours. This position includes some oncall work including nights and weekends.

• This position is a hybrid.

At Tonal we believe that the unique and varied lived experiences of our teammates contribute to our overall strength. We dont just appreciate differences we celebrate them and we always seek people that represent a wide variety of backgrounds. Were dedicated to adding new perspectives to the team and designing employee experiences that contribute to your growth as much as you do to ours. If your experience aligns with what were looking for (even if you dont check every single box) send us your application. We would love to hear from you!

Tonal is committed to meeting the diverse needs of people with disabilities in a timely manner that is consistent with the principles of independence dignity integration and equality of opportunity. Should you have any accommodation requests please reach out to us via our confidential email All requests will be addressed and responded to in accordance with Tonals Accessibility Policy and local legislation.