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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer support capabilities with a focus on effective communication and problem-solving. Proficient in managing customer inquiries and providing practical solutions while maintaining a warm and empathetic approach.
Highest-signal resume keywords
Customer Support ExperienceNative Dutch LanguageNative English LanguageExcellent Communication SkillsIntercom Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
EmpathyPatienceClear Writing
Tools & Technologies
Intercom
Industry Keywords
Fitness BackgroundWellness BackgroundCustomer InquiriesProduct KnowledgeCase Management
About the role
Key responsibilities & impact- Serve as the first point of contact for customers
- Pick up Fin handoffs and new conversations in chat and email
- Solve standard requests involving passes, subscriptions, bookings, members, invoices to members, branded app how-to, and payment status
- Escalate cases requiring a decision or investigation to Level 2 with complete information
- Remain the client's contact and keep them informed until the case is closed
- Flag recurring questions and missing help centre content
- Work closely with other teams on complex issues and product improvements
- Follow a rotating 40-hour-per-week schedule
Requirements
What you’ll need- 1+ year in customer support, ideally in software
- Native Dutch and English
- Excellent communication: write clearly and warmly, show empathy, and remain patient when helping customers under pressure
- Enjoy learning products in depth and turn that knowledge into practical solutions for customers
- Fitness or wellness background is nice to have
- Intercom experience is nice to have
- A third language is nice to have
Benefits
Comp & perks- Your own Claude account and a monthly AI tools budget
- Alan health insurance fully covered by bsport
- DKV dental
- Mental health support
- Paid sick leave
- Wellhub access to thousands of gyms, studios and wellness apps
- Alan Flex: pay meals, transport and nursery from your gross salary, tax-free
- Office on Passeig de Gràcia
- 1 remote day/week + 15 extra days/year
- Summer Fridays in August
- International team across Europe, the US and APAC