Customer Service Consultant North America & International

As Virtuagym keeps on growing, we are now looking for a new face to complement our team. Are you ready to make a global impact and foster success in the digital health and fitness realm? We are seeking a Customer Service Northam & International to join our vibrant Medellin team. As our company expands, we're on the lookout for a dedicated individual to elevate our client success endeavors to new heights.

This is a remote position from Colombia, where you will be working for our global teams. We are a remote-friendly company, meaning you can work from your home whenever you want and of course at our office in Medellin. It’s up to you! Additionally, you can work from any location you want within the Americas for up to 4 weeks at a time for a maximum of 12 weeks in a year. This is a full-time position.

What this role looks like

As a Customer Service Northam & International, you will focus on supporting Northam, Spanish and English-speaking European/International customers overseas. You will be at the forefront of ensuring our clients' long-term satisfaction and success. Your primary responsibility involves providing exceptional support, cultivating relationships, and driving growth within our diverse client base. Join us in our mission to create a healthier and happier world

Some of your key tasks as a Customer Service Northam & International: 

• Investigate and resolve system issues collaboratively with the product department;

• Deliver efficient and effective customer support via email and phone channels;

• Build and nurture customer relationships to enhance retention and loyalty;

• Offer creative solutions, handle objections, and de-escalate challenging client situations;

• Encourage upselling and cross-selling to maximize customer lifetime value;

• Address churn risks, cancellations, and payment-related queries;

• Contribute to departmental process enhancements through feedback and project participation.

Requirements

What you will bring to the team

• Prior experience in SaaS/software CS is a must (this is not a call center position!)

• [Hard requirement] Proficiency in written and verbal English (native or near-native level) and good written and verbal skills in Spanish

• Tech-savvy, a critical and logical thinker

• Proven problem-solving skills and a knack for finding solutions

• Structured, organized, with good time management and attention to detail

• Great at following instructions and processes

• Confidence, adaptability, and a positive attitude

Important note: please do apply if you meet 70%+ of the criteria At Virtuagym we hire great people, not just resumes. If you can't check off a few requirements but are a fast learner, we’d love to hear from you!

Here’s why you should come work with us

Benefits:

🌎 Remote-friendly: you can work from home in Colombia whenever you like.

🍫 Enjoy a twice a week snack box or fruit basket
🌴 21 holidays (on a US based holidays calendar, based on a full-time contract)

🏡 A one time working from home allowance.

💻 We provide your home office set-up hardware.

💪 The Virtuagym Health Program: a monthly contribution towards your gym subscription, and a full Virtuagym at Work Premium Access

✈ Work from abroad for up to 12 weeks a year with a maximum of 4 consecutive weeks in LATAM or even Around the World!.

💬 Unlimited access to on-demand coaching with psychologists via chat, phone, or video call through the platform OpenUp.

Cultural perks:

📈 Many opportunities for personal and professional growth within the company.

😎 A fun, healthy, and international work environment made up of over 35+ nationalities.

🗣 We believe in a flat hierarchy with room to take ownership: your voice will be truly heard.

⚽ Organized Virtuagym sports events throughout the year.

🎉 Awesome company events such as New Year's dinners, summer outings etc.