Member Support Operations, Sr. Specialist

ABOUT THE ROLE

We are looking for a Member Support Senior Specialist to join our globally diverse and talented team, the candidates hired into this position will be focused on our Member Support teams.  In this role the successful candidate is solving bigger problems while working on complex tasks.  will have the ability to showcase and grow their skill set 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.Responsibilities in the role of Senior Specialist include, but are not limited to, providing real-time support and subject matter expertise to team members working in various positions within Member Support.  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 guidance to Associates and act as a subject matter expert regarding product 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 with overcoming these scenarios
• Actively champion openness and collaboration within the team
• Perform ticketing and queue management duties with close attention to the outliers
• Support team’s understanding of company initiatives including 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.
• Perform any reasonable request by management that supports the organization’s/department’s mission and goals. Define, Implement and measure quality standards

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 working knowledge 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 effectively 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 focus on resolution, Member retention, and encouraging continued brand loyalty. 
• Members first mentality and able 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 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: applicantaccom