International Support Consultant
Colombia, Antioquia, MedellinClient Success
As Virtuagym keeps on growing, we are now looking for a new face to complement our Medellin Client Success team. As International Support Consultant in the Medellin Client Success team, you will be responsible for ongoing support and retention of our clients, driving long-term success and happiness of our clients by creating a highly professional, proactive, and innovative environment within the team.
You will be responsible for managing and building a strong client portfolio while assisting your team in the support and growth of all clients within our markets. Will you join us in our quest to create a healthier and happier world?
This is a remote position (within Colombia), where you will be working for our Medellin office. We are looking for a full-time employee (part-time can be discussed). We are a remote-friendly company, meaning you can work from your home at all times within Colombia. Additionally, you can work from any location you want up until 3 weeks at a time for a maximum of 12 weeks in a year.
Virtuagym is a leading and fast-growing innovator in the digital health and fitness domain, offering a Software as a Service solution and multiple native apps to users worldwide. We offer coaching and management solutions for trainers, studios, clubs and corporate wellness, all with the vision to make the world a healthier and happier place.
Virtuagym is an ambitious, passionate and multicultural team of talented people who want to create a healthier world for all. We believe in teamwork, challenging each other, being bold and adventurous, working lean, taking care of each other and sharing success. As a scale-up, we embrace our diversity, international character and our flat hierarchy that promotes great freedom, taking ownership and making a true impact. Our talented staff of 175+ employees are based out of two locations: Amsterdam, NL, and Medellin, CO.
Every day with us will be an opportunity to cultivate and evolve your personal and professional skills, as well as to make a significant impact on a global scale. Here, at Virtuagym, we are not just colleagues, we are friends, willing to help and support each other. By joining us, you become a part of a joyful and energetic team.
What this role looks like
Key focus of this role is to provide our clients with excellent customer service and experience! You are the one who will ensure their long-term success and happiness with Virtuagym system! We are dedicated to making the running of a fitness business a wonderful, stress-free experience for our clients. That is where YOU come in! With a small team of caring and fun colleagues, spearheaded by your very own Team Lead, you will be the key factor in our clients’ journey to success! And as a part of a larger overall team of specialists and onboarding consultants, you will continue your contribution not only to the clients in our market but to the overall team and Virtuagym family!
Some of your key tasks as an International Support Consultant
Investigating and resolving system issues and bugs in collaboration with the product department;
Answering customer inquiries efficiently and effectively over email, phone calls;
Developing customer relationships that promote retention and loyalty through superior product and industry knowledge;
Mentoring and coaching other Client Success Consultants to expand their overall product knowledge and capabilities in managing clients, including leading internal trainings;
Providing creative solutions, handling objections, and de-escalate difficult client situations;
Provide more in-depth training for customers when needed;
Encourage upselling and cross-selling to increase customer lifetime value;
Dealing with churn risks, cancellations, and license questions (including chasing clients with outstanding payments);
Supporting continuous improvements within the department processes by giving feedback and participating in projects.
What you will bring to the Client Success Medellin team
Tech-savvy, a critical and logical thinker;
Likes investigating problems and finding answers/alternative solutions;
Proactive self-starter with a can-do mentality;
Structured, organized, with good time management and attention to detail;
Strong written and verbal communication skills in English (native or near-native), Spanish is a plus but not necessary;
Confident and likes a challenge;
Great at following instructions and processes;
Positive attitude and great energy, a team player;
Flexible and highly adaptive to change at a moments notice;
Prior experience in SaaS/software CS a must (this is not a call center position!).
Important note: please do apply if you meet 80%+ 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
Next to being inspired daily by talented and motivated colleagues and having plenty of opportunities for personal and professional growth, these are the main Virtuagym perks:
Join one of the fastest-growing SaaS scale-ups within the awesome fitness tech domain!;
Join a diverse and international team made up of over 30 nationalities, working in an informal and fun environment;
We are remote-friendly: with our hybrid working policy you can work from home, the office or any other location you want up until 3 weeks at a time for a maximum of 12 weeks in a year. And we provide your home office set-up and a working from home allowance;
We provide 30 holidays per year (incl. national holidays and based on a full-time contract), a training budget, home internet contribution and a pension plan;
The opportunity to grow fast within the company, including a lot of support from the management team and the opportunity to keep developing yourself;
Stay healthy with our Gym & Health benefits: we provide a great package to choose from a wide range of gym options including a monthly contribution towards your gym subscription, free video-on-demand workouts, unlimited access to on-demand coaching with psychologists via chat, phone or video call through the platform OpenUp and a regular health coverage;
We love to learn: join our knowledge exchange sessions, Lunch & Learn sessions for personal development, the Virtuagym Circle and more;
You will be part of a joyful and passionate team, where we share and celebrate success together and organize awesome company events.
Ready to join us?
Please do not hesitate to apply by clicking the ‘Apply for this Job’ button below! We will get back to your application within 10 working days.
For any questions on the vacancy, please get in touch with the recruitment team at firstname.lastname@example.org.
The hiring process
The hiring process for this role consists:
Initial pre-qualifier tasks and tests
1st interview with the Team Leads of both Onboarding and Support team
2nd interview with the Head of Onboarding and Support in Medellin office
3rd (and final) interview with the CS Director/Medellin Office Manager
* Please note that we do not collaborate with third parties to fill this vacancy, so third parties are kindly asked not to contact us about this role.