Member Support Associate

ABOUT THE ROLE 

The Member Support team is part of the Member Experience team and works on the front lines providing a support experience that is human, honest, and above all amazing. We correspond directly with members by email, live chat and phone resolving problems and elevating the Peloton Member experience. Peloton is evolving all the time, and our community turns to us as the experts to offer guidance in an empathetic, authentic, human, and direct way. We troubleshoot problems, walk members through features, and help our members to get the most out of their workouts. We interact directly with hundreds of members per week, tracking the issues, and playing an important role as liaisons between our community and the rest of the company, including our Engineering and Product teams to ensure we remain a true Member-driven organization. 

Please note this role requires the ability to work some weekends. 

YOUR DAILY IMPACT AT PELOTON 

• Deliver above-and-beyond experiences to our members through phone, email, and live chat
• Create relationships with our community and make the impossible possible
• Think creatively about ways in which we can elevate the Peloton experience for our members every day
• Resolve hardware and software inquiries from Members regarding our Bike
• Coordinate with all branches of our hardware and software teams to better understand and resolve Member inquiries
• Be very knowledgeable about Peloton products 

YOU BRING TO PELOTON 

• Exceptional verbal and written communication skills with the ability to multi-task across interactions in chat and messaging platforms
• Significant experience dealing with complex customer-service issues involving potentially escalated Members
• Maintain discretion in dealing with confidential matters with our Members 
• Ability to remain professional and composed while dealing with high-pressured situations to achieve positive outcomes
• Ability to learn from interactions and analyze personal performance to improve and respond well in a rapidly growing and changing environment
• Have a high degree of comfort working with technology and software to perform job duties as well as the ability to help Members solve issues associated with Peloton's highly sophisticated products and services
• A Team Player
• Enjoy solving problem
• An awesome multitasker
• A sincere and empathetic communicator
• Take pride in helping others
• You like to make life easy by being proactive
• Technical mindset for technical issue
• Out of the box thinker and enjoy finding innovative ways to go above and beyond

 

ABOUT PELOTON:

Peloton provides Members with expert instruction, world-class content and the fitness industry's leading music library to create impactful and entertaining workout experiences for anyone, anywhere and at any stage in their fitness journey. At home, outdoors, traveling, or at the gym, Peloton offers an immersive and personalized experience [with or without equipment]. Access Peloton content via the Peloton Bike, Bike+, Tread, Guide, Row or the Peloton App, now with multiple membership tiers. Founded in 2012 and headquartered in New York City, Peloton has a highly engaged community of nearly 7 million Members across the US, UK, Canada, Germany, and Australia. 

Peloton is an equal opportunity employer and committed to creating an inclusive environment for all of our applicants. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you would like to request any accommodations from application through to interview, please email: applicantaccommodations@onepeloton.com

Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Peloton does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted here on our careers page and all communications from the Peloton recruiting team and/or hiring managers will be from an @onepeloton.com email address. 

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