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Member Experience Associate

Remote

About Future

At Future, we believe that personal connection is the key to progress. Our mission is to make world-class coaching accessible to everyone, helping people unlock their full potential through expert guidance, motivation, and accountability. As a digital personal training platform, we deliver highly personalized coaching, tailoring workout plans and support to each individual’s goals - all through a seamless app experience.

Since launching in 2017, Future has grown from a brainstorm in a San Francisco cafe into the nation’s largest provider of personal training sessions. In January 2025, Future announced its merger with Autograph, the company founded by 7x World Champion and entrepreneur Tom Brady. We’re poised for massive growth as we expand our brand, forge new partnerships with some of the world’s most iconic athletes, and harness AI to enhance and scale our coaching experience.

As we continue to grow, we’re investing in cutting-edge technology, deepening our roster of elite coaches, and building new partnerships. If you're passionate about shaping the future of fitness, come join us - we’re just getting started.

About the Role

Future is seeking a Member Experience Associate to provide exceptional support to our customers and help create a seamless, engaging, and motivating Future experience. As a key part of the Member Experience team, you’ll be the first point of contact for our users, ensuring their questions and concerns are addressed promptly, professionally, and empathetically. Your insights will help shape improvements to our processes, product, and overall customer experience.

This role is ideal for someone passionate about fitness, technology, and customer service, who thrives in a fast-moving, collaborative environment.

 

What You’ll Do:

  • Independently manage customer inquiries, ensuring timely, accurate resolutions and high CSAT scores.
  • Provide exceptional support via email, troubleshooting issues, escalating when needed, and following up to ensure satisfaction.
  • Maintain a professional, empathetic tone, effectively handling all interactions, including difficult conversations.
  • Deeply understand our product to offer insightful support and proactively identify areas for improvement.
  • Amplify customer feedback, sharing trends and suggestions to enhance our product and service.
  • Collaborate with internal teams to resolve customer concerns and contribute to process improvements.
  • Take on projects that enhance efficiency, suggesting and implementing solutions to common challenges.
  • Stay engaged in team and company-wide meetings, aligning with broader goals and continuous learning.

What We’re Looking For:

  • 2+ years of experience in a customer-facing support role, ideally in customer experience or internal operations.
  • Strong written and verbal communication skills, with the ability to engage customers across multiple channels (email, chat, phone).
  • Highly organized and detail-oriented, able to manage multiple conversations at once.
  • A strong listener and problem-solver who can think on their feet and provide creative solutions to customer challenges.
  • Comfortable working cross-functionally and keeping internal stakeholders informed of key customer issues and trends.
  • Passionate about health and wellness, eager to help customers achieve their fitness goals.
  • Bonus: Experience with Zendesk, Asana, Google Suite.

What we Offer:

  • Salary range:$60,000 - $82,500 year + equity. The salary range is set based on multiple considerations including business needs, market demands, talent availability, experience, and unique skills and attributes. The base pay range is subject to change and may be modified in the future.
  • Health coverage: All employees who meet the eligibility requirements have access to comprehensive medical, vision, dental, and disability insurance + tax savings accounts
  • 401(k) plan
  • Flexible Paid Time Off
  • Future Membership: Enjoy our platform for free!
  • Health, Wellness & Development: Health and fitness monthly stipend contributes to our employees’ overall wellbeing, with access to a mental health platform, reimbursement for medical travel, and an annual learning & development stipend.
  • Join a diverse, passionate & driven team of all backgrounds.
 
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