Customer Experience Agent - Member Support (all genders)

Meet Urban Sports Club

We are among the leading platforms for sports and wellness in Europe, dedicated to inspiring people to live active, healthy lives. With just one membership we offer access to thousands of fitness and wellness experiences across the continent.

But what truly sets us apart? We believe our people are at the heart of everything we do. If you’re curious about how we work, what we value and how you might grow with us, explore our Culture Hub & Career Opportunities.

*Big news: Wellhub and Urban Sports Club unite!*
Urban Sports Club is now a proud part of Wellhub, creating a global wellbeing ecosystem. Together, we connect 39,000 corporate clients and 97,000 wellness partners across 18 countries, offering millions of people even more ways to stay active and take care of their health.

The opportunity

As a CX Agent, you are the first point of contact for our Members and the “face” of Urban Sports Club. As the bridge between customers and Urban Sports Club, you ensure our customers leave every interaction feeling positive about the Urban Sports Club offer and the support we provide.
You handle member inquiries via email and phone, delivering clear, compassionate, and solution-oriented support. Through each interaction, you contribute directly to member satisfaction, retention, and the continuous improvement of our customer experience.

What you will do

• You provide creative, individualized solutions to incoming member requests via email and phone

• You serve as a direct link between Urban Sports Club and current as well as potential future members

• You build strong relationships with members through positive, empathetic, and clear communication

• You ensure members have the best possible experience after each interaction

• You contribute proactively to the continuous improvement of customer service quality, user experience, processes, and tools

• You deliver consistently against defined KPIs and service level agreements

What you will need to succeed

• You demonstrate patience and clear communication when handling challenging cases

• You are fluent in Spanish and English both spoken and written, German is a Plus

• You have strong problem-solving and multitasking capabilities, combined with close attention to detail

• You are proactive and structured in identifying priorities and driving tasks through to completion

• You bring confidence and adaptable in engaging with members, colleagues, and internal stakeholders

• You feel comfortable using tools like Zendesk (or similar CRMs), USC Backend, Atlassian, and remote support platforms

What’s in it for you

• Free Urban Sports Club L Pro Membership + Friends and Family Discount: Stay active with free membership, plus discounts for friends and family.

• Flexible Work Model: Enjoy a hybrid work setup, balancing on-site and remote work options to fit your lifestyle.

• Extended Remote Work Options: Work up to 120 days remotely within the EU, the UK, and Switzerland, including 30 days outside the EU. You’ll also have the option to desk-swap at our other European offices.

• WorkOUT Life Balance: Take advantage of 30 days of paid vacation annually, plus two additional days for volunteering, flexible working hours, and complimentary access to our mental health provider Open Up.

• Personal Development: Receive an annual budget of €1,000 for professional growth, with regular internal training sessions and weekly German and English language classes.

• Engaging Team Culture: Participate in regular team and company events along with wellness initiatives that help you stay productive, healthy, and engaged in a hybrid work environment.

Urban Sports Club is committed to providing a friendly, safe, and welcoming environment for everyone who applies for a position or already works with us, regardless of their sports preferences, gender, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, or religion (or lack thereof).