Customer Care Advocate

Overview

At Tonal, we place Customer Experience above all else. This role will have a direct impact in crafting our Customer Experience and in delivering a white-glove experience to every individual Customer. We are looking for a skilled and empathetic communicator who will guard the frontlines and do what it takes to get our Customers on track with their fitness goals! This includes addressing pre-purchase inquiries, troubleshooting product issues, helping Customers with questions/concerns, and contributing to the team’s culture as we scale. Every Customer matters. Our number one priority is making sure Customers have what they need to use Tonal and be their strongest.

What You Will Do

• Develop deep expertise in Tonal. We drive Customer Satisfaction through efficient and accurate resolutions

• Help Customers on a daily basis and represent the Tonal brand over a variety of channels such as phone, email, face to face, and social media

• Deliver high-quality work, take issues on as your own, and commit to ongoing learning and development

• Capture feedback from frontline interactions and recommend resolutions

• Make contributions towards content, including but not limited to knowledge base content, CRM template responses, troubleshooting guides, and messaging proposals

• Test new product updates and provide user feedback

• Provide feedback on functions and effectiveness of the Advocate teams

• Cover flexible hours. This position includes some on-call work, including nights and weekends

Who You Are

• A Customer Advocate! You enjoy working with Customers, you know the Customer is always right, and you face even the most escalated contacts with empathy, respect, and support

• Comfortable with full-stack support. You can help Customers navigate issues across hardware, firmware, and software

• An excellent communicator with especially strong writing skills. You enjoy writing on a range of topics, from Customer-facing messages to internal bug reports -- no matter the subject, you love being the one to communicate

• A skilled typer. Minimum 60 WPM

• Working under pressure comes as second nature; you excel at navigating gray areas and you know when to stop and seek guidance

• Detail-oriented

• Punctual

Extra Credit

• Previous work on call center teams, in-house support teams, or a retail/Customer-facing environment

• Experience supporting products that deliver hardware, firmware, and software experiences

At Tonal, we believe that the unique and varied lived experiences of our teammates contribute to our overall strength. We don’t just appreciate differences, we celebrate them, and we always seek people that represent a wide variety of backgrounds. We’re dedicated to adding new perspectives to the team and designing employee experiences that contribute to your growth as much as you do to ours. If your experience aligns with what we’re looking for (even if you don’t check every single box), send us your application. We would love to hear from you!

Tonal is committed to meeting the diverse needs of people with disabilities in a timely manner that is consistent with the principles of independence, dignity, integration, and equality of opportunity. Should you have any accommodation requests, please reach out to us via our confidential email, [email protected]. All requests will be addressed and responded to in accordance with Tonal’s Accessibility Policy and local legislation.