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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 proficiency in resolving inquiries and providing solutions in both French and English. Exhibits effective communication, empathy, and collaboration skills while managing customer interactions and product knowledge.
Highest-signal resume keywords
Customer Support ExperienceNative French And EnglishClear Written CommunicationIntercom ExperienceCuriosity And Product Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
EmpathyPatienceCuriosity
Tools & Technologies
Intercom
Industry Keywords
FitnessWellnessCustomer InteractionEscalation ProceduresStandard Requests
About the role
Key responsibilities & impact- Serve as the first point of contact for customers through chat and email
- Handle handoffs and new conversations
- Resolve standard requests involving passes, subscriptions, bookings, members, invoices, branded app guidance, and payment status
- Escalate cases requiring decisions or investigations to Level 2 with complete context
- Remain the client’s contact and keep them informed until resolution
- Flag recurring questions and missing help centre content
- Work closely with other teams on complex issues and product improvements
Requirements
What you’ll need- 1+ year in customer support, ideally in software
- Native French and English
- Clear, warm written communication and empathy
- Patience when helping customers under pressure
- Curiosity and ability to learn products in depth and turn that knowledge into practical customer solutions
- Fitness or wellness background (nice to have)
- Intercom experience (nice to have)
- A third language (nice to have)
- Availability for a rotating full-time schedule, including weekend rota
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: meals, transport and nursery paid from 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