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Member Support Specialist (Seasonal)

FightCamp

FightCamp

Customer Service
Remote
Posted on Friday, January 15, 2021
About FightCamp
FightCamp is a connected at-home boxing gym. With FightCamp, you get access to world-class boxing and kickboxing trainers, studio-quality equipment, and performance-tracking technology — all from the comfort of your home. The key to a FightCamp workout lies in our Punch Tracking technology — we allow you to measure every strike, deliver real-time stats and fuel your competitive side.
The FightCamp iOS app holds over 1,000 workouts, drills and adds more than 12 new classes each week. Our customer base has grown to over 30,000 members throughout the US, with over 1.2 billion punches thrown, in just over two years.
We’ve quickly become one of the fastest-growing players in the connected fitness market. To date, we have raised over $90M in venture capital. We’re committed to shaping the future of at-home fitness and are well-positioned for sustainable growth.
FightCamp (formerly known as Hykso) was launched out of Y-Combinator in March 2016.
What We Value
- Collaborative team players with a growth mindset
- High attention to detail with a focus on quality and user experience
- Excellent critical thinking, problem-solving, and communication skills
- Proactive self-starters
About the Role of Member Support Specialist
As a member of the customer support team, this individual will oversee and provide higher-level technical support in circumstances that are beyond the expertise of the support team.
A Member support specialist will assist members by email, live chat and phone resolving problems and elevating the FightCamp members experience. On top of being in the trenches and on the frontline of member support, the tech specialist will also take on the responsibilities of training FightCamp’s member support associates’ on all things tech related .
They are also expected to identify areas of improvement and give feedback to help support associates improve.

What You Will Do

  • Interacts with customers via telephone, email, online chat, to provide general support and information on an assigned product or service.
  • Ensures that appropriate actions are taken to resolve problems and concerns.
  • Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.
  • Performs other related duties as assigned.
  • 1-2 years of experience working in customer service and/or tech support
  • Excellent feedback and communication skills
  • Must possess well-developed understanding and use of delegation and organization.
  • Thorough knowledge of FightCamp’s policies and procedures and enforce them accordingly
  • Strong problem solving skills and proactivity
  • Excellent analytical skills
  • Strong decision making skills for exceptions
  • Effectiveness, prioritization, time management
  • Consistently hits their individual metrics (Csat, response time, clearing backlog)
  • Must be able to adapt and learn quickly

Requirements

  • Available to work nights & weekends if needed
  • 1.5 years of experience working in customer service and/or tech support
  • Excellent communication skills on different channels (phone, email, face-to face, etc.)
  • Must possess well-developed understanding and use of delegation and organization.
  • Thorough knowledge of FightCamp’s policies and procedures and enforce them accordingly
  • Positive attitude, empathy & team spirit
  • Experience working with customer support software such as Gladly, Stripe, Shopify.
  • Working knowledge of the Microsoft Office Suite or the Google Suite
  • Strong troubleshooting skills

Good to Have

  • College or University degree
  • Boxing, Kickboxing or MMA Experience
  • Management Experience
  • Experience in the fitness industry
  • Strong adaptability and capacity to learn quickly
This is a seasonal position. It starts October and ends Mid February.
Management will provide proper notice to the end date.
Perks & Benefits
- Medical, dental, and vision insurance
- Competitive compensation package with stock options at a high-growth startup
- Company-sponsored 401(k) plan for US-based employees
- Paid holidays and sick days
- Flexible PTO policy
- Fitness subsidies
- Child care allowance
Come Work With Us
Want your work to have a significant impact on other people’s lives and well-being? At FightCamp, your work will not only shape who you will become professionally but personally. We’re funded, generating revenues, and one of the most dedicated teams you’ll find. Our mentality is simple. Work smart, play hard. We are a results-driven team that values autonomy and individual responsibility over hierarchy.
We are looking for other A+ players to join our team. Shape the future of at-home fitness with us.
We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.