CX Specialist – UK & German Markets

 

Your wellbeing, our mission. Join a company shaping a healthier world.

GET TO KNOW US

At Wellhub we're revolutionizing workplace wellness. Our platform connects employees worldwide to the best partners for fitness, mindfulness, therapy, nutrition, and sleep—all in one simple subscription. Headquartered in NYC with team members in 11 countries, we’re on a mission to make every company a wellness company.

We believe work should be fulfilling, inspiring, and balanced. Here, you’ll find a team that values wellbeing, collaboration, and different perspectives, where passion and creativity push boundaries to create real impact. Your contributions will help shape a healthier, more balanced world for you and millions of people globally. 

Join us in redefining the future of wellbeing!

THE OPPORTUNITY 

We are hiring a Customer Experience Agent for our UK/German market to join our international Customer Experience team based in Madrid! 

• Full-time

• Working hours: Monday - Thursday  11 am - 8 pm / Fridays from 9 am - 6 pm

In this role you will be joining the European CX team, providing top-notch support to our users and gym partners in the UK and Germany​.​ This role is key to leveraging the Wellhub user experience. You will be in charge of answering questions ​and managing handover requests​ as well as ​its commitment to delivering an excellent service. Apart from that, you will be responsible for categorizing each interaction with our customers so that we can understand what ​improvements should be made or changed in the process in order to consistently achieve service excellence. This is a great opportunity to join a multicultural team and work at one of the fastest-growing companies in the world.

YOUR IMPACT

Reporting to the Coordinator of Customer Experience Europe, you will ensure top-quality service to our customers in the UK and Germany and contribute to the company’s success. 

• Identify and assess customers’ needs (consults, after-sales requests...) to ensure satisfaction.
• Manage customer communications and reply to requests by email and chat.
• Provide accurate, valid, and complete information using the right methods/tools and communication procedures, guidelines, and policies.
• Take care of customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution.
• Build sustainable relationships and trust with customers through empathy and open and interactive communication.
• Manage the CRM system and updates: keep records of customer interactions, process customer accounts and files, and take care of the databases.
• Achieve personal/ team targets
• Collaborate closely with multiple departments to support all processes and operations (sales, financial, admin ...).
• Take the extra mile to engage customers!
• Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life wellness.

WHO YOU ARE

• Proficiency in both German and English at an advanced level is required.
• Valuable previous experience in customer service, helpdesk, or similar 
• A true team player who loves working towards both team and individual goals,
• A strong communicator both written and verbal with great interpersonal skills.
• You are detailed-oriented and you genuinely care about offering a top-quality service
• You can be flexible, resourceful, and multi-task while establishing priorities and providing solutions.
• You have a positive attitude, you are proactive and dynamic.
• The first experience with Zendesk would be a plus

We recognize that individuals approach job applications differently. We strongly encourage all aspiring applicants to go for it, even if they don't match the job description 100%. We welcome your application and will be delighted to explore if you could be a great fit for our team. Please note that for this role, prior experience in a client-facing position and fluency in both German and English are mandatory.

WHAT WE OFFER YOU 

With thoughtful benefits, emotional wellbeing resources, and a culture that empowers you to take ownership of your role and your wellbeing, we create an environment where you can thrive in all dimensions of your life. Our benefits include:

WELLHUB:  Free Gold membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental wellbeing support, and more! Add up to three family members to your plan, ensuring access to wellness for those who matter most to you. 

HEALTHCARE: Health insurance.

FLEXIBLE WORK: As a Flexible First company, we offer hybrid and remote options to give you the freedom to work in a way that suits you. The model for this specific role can be discussed with your recruiter and hiring manager. We offer all employees a one-time reimbursement to set up their home office equipment and a monthly work allowance to help cover the costs of working from home.

PAID TIME OFF: We know how important it is to take time away from work to recharge. Employees receive a minimum of 25 days paid holiday per year with an additional day for each year of tenure (up to 5) in addition to annual holidays (including an extra holiday on your birthday!).

PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life. Take the time to be present and enjoy your growing family. We offer 100% paid parental leave to all new parents. Parents giving birth are eligible for an extended leave and a ramp-back period to return part-time while they get settled.  

CAREER GROWTH: Access world-class platforms, participate in interactive sessions,  build your personalized development roadmap, and explore internal opportunities. We focus on continuous learning and feedback to support your journey toward personal and professional success. 

CULTURE: You’ll join a team of passionate people who come together to break boundaries, support each other, and create a meaningful impact in workplace wellness. We win together, building trust through open communication and a culture where every perspective matters. Learn more about our shared culture and values here. 

And to get a glimpse of life at Wellhub… Follow us on Instagram @lifeatwellhub and LinkedIn!

Diversity, Equity, and Belonging at Wellhub

We aim to create a collaborative, supportive, and inclusive space where everyone knows they belong. 

Wellhub is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.

 

Questions on how we treat your personal data? See our Job Applicant Privacy Notice.

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