Sr. Specialist, MS Operations

ABOUT THE ROLEWe are looking for a Member Support Senior Specialist to join our globally diverse and dedicated team! The candidates hired into this position will be passionate about our Member Support teams. In this role, the successful candidate is solving bigger problems while working on complex tasks and will have the ability to showcase and grow their skills while supporting our Members and Associates and a wide array of internal stakeholders & cross-functional teams. Senior Specialist will specialize in Member engagement and be responsible for providing virtual and on-the-floor support along with providing subject matter expertise within the Member Support team. As a Senior Specialist, you will provide support to our Members, assisting with product/process documentation, and serving as the conduit and escalation point for exception problem management of Member issues.YOUR DAILY IMPACT AT PELOTON

• Conduct regular quality monitoring evaluations of inbound calls, email responses, and tickets to assess demeanor, accuracy, efficiency, overall customer service performance, and conformity to established standards and best practices
• Identify and flag root cause issues across policy, process, procedure, tool, and other factors to prevent failure modes and to support improvements
• Maintain peer alignment score, attend and participate in bi-weekly calibration
• Provide real-time mentorship to Associates and act as a subject matter expert regarding products and processes. Support Associates with the management of process & policy questions during escalations and complex Member inquiries
• Operate with a sense of urgency, Member empathy, and strong attention to detail.
• Oversee and jump into escalations with complex Member issues and support other team members in overcoming these scenarios
• Perform ticketing and queue management duties with close attention to the outliers
• Support team’s understanding of company initiatives including the team’s performance against OKRs
• Research and review calls associated with Member’s feedback through CSAT/DSAT surveys and provide detailed data to the Member Relations Supervisor and/or Manager in support of process improvement and gap closure.

YOU BRING TO PELOTON

• 3+ years of experience or you’ve grown in your role at Peloton. You solicit feedback, make improvements + are beginning to have a proven understanding across most dimensions of your field.
• Analytical, creative, and innovative approach to solving problems
• Driven to set goals, coach, and mentor daily, and maintain accountability
• Ability to work efficiently with people in a cross-functional environment
• Engage directly with Members thinking creatively about ways in which we can address and handle their escalated and/or more complex concerns with a focus on resolution, Member retention, and encouraging continued brand loyalty.
• Members' first mentality and ability to work any schedule within the Member Support hours of operations.

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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 complies with all applicable federal, state, and local fair employment practices laws. Equal employment opportunity has been, and will continue to be, a fundamental principle at Peloton, where all team members, applicants, and other covered persons are considered on the basis of their personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, pregnancy, genetic information, military or veteran status, sexual orientation, gender identity or expression, marital and civil partnership/union status, alienage or citizenship status, creed, genetic predisposition or carrier status, unemployment status, familial status, domestic violence, sexual violence or stalking victim status, caregiver status, or any other protected characteristic as established by applicable law. This policy of equal employment opportunity applies to all practices and procedures relating to recruitment and hiring, compensation, benefits, termination, and all other terms and conditions o