Customer Experience Specialist

Customer Experience Specialist

Aviron, a standout Y-Combinator-backed company, transforms fitness through its innovative game-based workout equipment, pioneering the future of fitness entertainment. Y-Combinator, renowned for nurturing groundbreaking startups like Airbnb, Dropbox, and Instacart, has been instrumental in Aviron's journey. With an infusion of $23.5M USD in funding, we've been experiencing exponential double-digit growth annually since our inception.

Founded on the principle of making fitness engaging through advanced gamification technology, Aviron is more than just a product; it's a vision to revolutionize how our community stays motivated. Our unique approach combines the enjoyment of gaming with the benefits of exercise, crafting an experience that's fun, effective and even addictive.

We invite you to explore our community and witness the impact of Aviron firsthand.

• You’re looking for a role that prioritizes personal and professional growth
• You're looking for a flat organization with friendly people that values merit (i.e. good work)
• You're self-motivated and produce amazing work
• You’re not down with office politics
• You want to own your work, start to finish
• You want to be provided with ample support and resources (i.e. budget) to complete said work
• You are looking to make an impact and see your work drive growth

Aviron is looking for a talented, customer-focused, detail-oriented professional to join our team as a Customer Experience Specialist. In this role, you will be the primary point of contact for our customers and a key representative of the Aviron brand. You will help customers navigate their journey with us by resolving issues, answering questions, and educating them on our connected fitness products.

This role is a great fit for someone who enjoys problem-solving, takes ownership of customer interactions from start to finish, and is excited to work in a fast-paced, growing startup environment. You enjoy learning products and software inside and out, adapt quickly to change, and are motivated by delivering a thoughtful, high-quality customer experience.

Our Customer Experience team supports customers between 9 am and 9 pm ET, six days a week. This role requires flexibility to work within that window, with the primary shift for this position being Tuesday through Saturday, 12 pm to 9 pm ET. Schedules are set in advance, and you will always have two consecutive days off each week.

• Build and maintain a strong understanding of all Aviron products, support channels, and company policies and terms
• Serve as the first point of contact for customer inquiries across live chat, phone, email, and social media
• Resolve customer issues with empathy, clarity, and efficiency, escalating or routing technical issues to the Tech Support team when appropriate
• Process orders, cancellations, returns, and verify customer account information as needed
• Submit and manage shipping claims and delivery-related escalations when deliveries do not go as planned
• Identify recurring customer issues, gaps, or inefficiencies and proactively share feedback to help improve support processes, tools, and the overall customer experience
• Educate prospective members on Aviron hardware and software features through live video product demos
• Support cross-functional and ad hoc projects as needed

• 1+ year of experience in a customer service, customer support, or equivalent role
• Excellent written and verbal communication skills in English
• Able to effectively manage time, multitask, and reprioritize in a high-volume, fast-paced environment
• Strong typing speed and accuracy, particularly in live chat environments
• Analytical and logical approach to problem-solving
• Experience working with CRM systems
• Experience with Net Suite is an asset
• College diploma or university degree preferred, but equivalent experience will be considered

• $5,000 annual education allowance to support professional development and growth
• Unlimited Essential Days for unexpected life events, separate from vacation time
• Three weeks of paid vacation to rest and…