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Customer Service Lead

1 month ago

Chicago, United States Les Mills International Full time

Coach the team on best helpdesk and customer satisfaction practices to ensure B2B customers enjoy a seamless experience. Use your passion for delivering exceptional customer support Join a global organization committed to creating a fitter planet Flexibility, wfh options and benefits include free gym membership About Les Mills: Purpose and passion: it’s a potent combination that drives us to achieve true greatness. At Les Mills International, unlocking and amplifying that inner drive to achieve goals is something we’re not shy to say we’re great at. We do it for millions of people around the globe each week by delivering life-changing fitness experiences. And we do it every day for our own team by providing a mandate to thrive, to play to strengths and to be proud of the part we play in creating a fitter planet. LES MILLS™ + is changing the game when it comes to working out at home. With a true start-up spirit driving the team to success, we’re putting 1000+ workouts at our customers’ fingertips – on their devices in the comfort of their own homes. We’ve a bold vision and big plans for this innovative offering, so come and jump in on the action. The Role Reporting to the Customer Service Manager, the Customer Service Lead will help train and guide a high performing, collaborative customer success team. This role will be part of a new Global Customer Service team that uses digital channels to support our customers. The team supports multiple products, and a huge variety of ticket types across our B2B space. This includes both instructors and B2B digital assets available for our customers. You will be the person that others look to for inspiration and motivation. This role will suit someone who is tech savvy and is comfortable working with Software Engineers and Product teams whilst also working with different tools and digging out logs and events to tell a story. You will have a meticulous attention to detail that enables you to get to the heart of the problem, and a high level of comfort reading and analysing data, creating dashboard and identifying trends. Skills required: Proficient with customer service platforms and tools such as Jira, Confluence, Kibana, Datadog or Mixpanel or similar Ability to use project management tools and methodologies. High degree of computer literacy Experience with technical troubleshooting, particularly in digital or On Demand platforms. What’s in it for you: We operate as a flexible and hybrid workplace with a mix of working in the office and at home as a work scheme that enhances and encourages work/life balance. Whether that be working from home, going to the gym or doing school drop-offs/pick-ups, we want our employees to feel comfortable working in an environment they can thrive and feel empowered. We offer some great benefits that include: Free gym membership and LM+ Subscription Health Insurance discount Friday drinks 26 weeks full pay primary carer leave Monthly company wide events Global mobility Dog friendly office Volunteer day Free fresh fruits & snacks We are a Rainbow Tick certified organization committed to providing a flexible, diverse and inclusive environment. We believe our people are the only way to help us work towards some steep growth goals and industry-leading innovations. If you’re excited about this role, we encourage people of all backgrounds to apply, even if you don’t meet every requirement. We might have something waiting in the wings that you’d be perfect for. We value the concepts of togetherness, support, equity, and respect, and that begins with increasing diversity in our teams.

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