Product & Customer Specialist

Job description

Are you looking for a challenging role in an international company, located near the center of Amsterdam, with lots of growth potential? We are now looking for a Product & Customer Specialist to join our team. 

 

Who Are We?

Virtuagym is a leading tech company in health & fitness mobile apps, providing solutions for consumers, gyms, personal trainers, physiotherapists and corporate health services. With over 4,000 clients world-wide, 25,000 personal trainers, and 11 million end-users, availability in 14 languages and over 200 staff across two offices in Europe and the Americas, Virtuagym is a leading player in the fitness technology space. 


With over 100% growth every year, we keep reinventing ourselves in the fast-paced fitness technology domain. While we are beyond the startup phase, we still cherish our start-up culture and non-corporate approach. At Virtuagym you get the opportunity to grow and we empower you to explore, learn and do great things as we conquer the world with our great solutions!

 

What Is It all about?

We’re one of the fastest growing fitness tech scale-ups in the world. And we’re on a mission to world domination. We kid you not. And the only way to get there is to deliver a super duper experience to our customers. You know, the one that gets them to share their experience with their work friends, their network and heck… even their cat. After all, we’re aiming for world domination, aren’t we?


Of course, we are not quite there yet. And that’s where you come in. We have developed a secret sauce during the first 10 years of our adventure. A sauce that you will be perfectioning going forward. We will give you one of the ingredients of our sauce for free: the success of our customers. We truly believe that we will be successful when our customers are successful. An amazing adventure to take on, and you won’t be on your own. Your role fits into a team that will be called the ‘Customer Service Squad’. The squad’s mission is making sure that we deliver value to all customers irrespective of the size of their business.


As our new ‘Product & Customer Specialist’, you will function within the team as the responsible and go-to person that optimizes the communication flow between our Customer Service Squad and Product Team. From the moment bugs are reported by our Squad for you to investigate on, to the clear and transparent communication from the Product Team back to the Customer Service agents when these bugs are fixed.

You bring a unique mix of talents to the table including but not limited to: customer centricity, extensive knowledge about the Virtuagym platform and a strong sense for thorough investigation of bugs or issues, and know how to escalate to relevant stakeholders when needed.


This skillset makes other people wanting to work with you instantly, no matter whether they are part of your own team or other teams across Virtuagym. As said before, you’re not on your own; you operate within the Customer Service Squad that always supports and services from a customer-centric viewpoint in order to give our customers the attention and service they deserve.


You will be reporting to the Head of Customer Service of Virtuagym and will be based at our global headquarters in Amsterdam.

Requirements

What you bring to the table

  • You have a high understanding of our product, including the ‘necessities,’ ‘pains,’ and ‘gains’ for customers

  • You’re a team player but also hold a lot of responsibility for your role and results within that team.

  • You possess a strong hands-on mentality that makes you want to create and get stuff done as fast as we can.

  • You are eager to improve internal processes to ensure quick and accurate communication between the Product Team and the Customer Service Agents, for the latter to be able to fully inform our customers when needed.

  • ‘Ownership’ is your middle name.

  • You are critical and constructive when it comes to improving the communication flow between the Product Team and the Customers Service Squad.

  • You always see room for improvement and love to solve problems.

  • A great sense for when to escalate to the relevant stakeholders.

  • You have excellent writing skills to ensure unambiguous communication.

  • You’re a team player but you’re also autonomous in your role.


Your core responsibilities

First of all, our ideal candidate is a person who gets a big smile on his or her face when we tell you that your responsibilities most-likely have changed 6 months from now. You will work at the intersection of Product, Customer Service and Development, so you'll likely get experience on many different projects across the organization. That said, here are some things you'll probably do:

  • Constantly look for improvements for the structure of the Product & Customer Specialists team, to establish this team as a permanent part of VG's structure within the Customer Service Squad.

  • Create and constantly optimize the feedback policy to give clarity to customers and employees about VG's feedback policy and procedure.

  • Set up an automated structure that speeds up the process of issues handling and gives preference to the relevant tickets.

  • Create a communication plan to speed up the process of issues handling and give preference to the relevant tickets, for product transparency purposes.

  • Create, maintain and optimize an escalation procedure to have a clear procedure to be followed when issues need to be escalated between Customer Service Agents and the Product team looking at both ways.

  • Reassess tickets priorities to guarantee that no major issue was left behind in any backlog to ensure and improve efficiency.

  • Perform a time-saving analysis for a new feature request tool to assess the benefits of a feedback request tool to improve efficiency and Product transparency, both internally and externally.

  • Be a communication channel between Customer Service Agents and the Product Teams to make Product information easily accessible to Customer Service Agents.

  • Follow-up on feedback received to give transparency about the work of Information Analysts and to implement points for improvement.

 

What Do We Offer?

  • A challenging full time position and great potential for you to grow and develop yourself
  • You can grow into the role, such as growing to a medior or senior role
  • Great freedom and autonomy to take ownership, make decisions and have major impacts
  • Various extra benefits such as: free gym membership, free fruit, social activities and more!
  • Good compensation and 25 paid holidays per year (public holidays excluded)
  • Pension scheme
  • Unique start-up company culture with motivated and fun colleagues in the beautiful center of Amsterdam!

                                                        
Do We Have Your Attention?

Please do not hesitate to apply!

For more information, please call +31202619440.


Acquisition is not appreciated.