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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, problem-solving, and collaboration across teams. Proficient in managing customer inquiries and providing practical solutions while maintaining a warm and empathetic approach.
Highest-signal resume keywords
Customer Support ExperienceFluent In Spanish And EnglishClear Written CommunicationEmpathy And PatienceIntercom 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
EmpathyPatienceCuriosityCommunication
Tools & Technologies
Intercom
Industry Keywords
Customer SupportSoftwareFitnessWellness
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
- Resolve standard requests involving passes, subscriptions, bookings, members, member invoices, branded app how-to questions, 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 cases are closed
- Flag recurring questions and missing help centre content
- Work closely with other teams on complex issues and improvements
- Follow a rotating 40-hour weekly schedule
Requirements
What you’ll need- 1+ year in customer support, ideally in software
- Spanish native and English fluent
- Clear, warm written communication
- Empathy and patience when helping customers under pressure
- Curiosity and ability to learn products in depth and turn that knowledge into practical customer solutions
- Nice to have: fitness or wellness background
- Nice to have: Intercom experience
- Nice to have: a third language, such as Catalan
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
- 1 remote day/week + 15 extra days/year
- Summer Fridays in August