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Partner Support Agent (all genders) - German speaking

Berlin, Cologne

The opportunity 

We are searching for a friendly Partner and customer support agent with focus on Partner inquiries, sport-related questions coming from our members. 

You will take over an active role in our team, handling advanced cases independently, maintain knowledge of our Partners and services, and be in close contact with all corresponding team members as well as our Team Leads.You will ensure a great Partner experience across the whole Urban Sports Group (all brands) so they can, in turn, offer the best experience to our members. You will balance the needs of both groups of customers and so play an essential role in keeping our partners and members happy.

Your responsibilities 

  • Be a point of contact for high-level partner inquiries coming via Zendesk. 
  • Supporting our partners with their technical issues and onboarding and offboarding processes via our backend and customer relationship management tool Pipedrive. 
  • Take ownership for clear and accurate partner profile information (especially booking and check in process + removal of inactive venues). 
  • Help our members with questions related to sports, everything from check in and reservation support to feedback on members’ experience with partners.
  • Proactively identify common problems and give qualitative feedback to our Training & Knowledge, Partner Specialists and leaders team.
  • Ensure partner and member satisfaction both via an optimal sport offering and a smooth and seamless member experience. 
  • Demonstrate deliverables in terms of KPIs and service level agreements.
  • Be available for other team members to answer questions and find solutions.
  • Communicate effectively with the customer experience team and Team Leads.

What you need to succeed 

  • Excellent communication skills in German & English, both spoken and written 
  • Confident with tools such as Zendesk, Jira, remote support tools and Pipe drive
  • Ability to maintain great expertise of our Partners, product and policies
  • Sound judgment, attention to details, Self-motivation and consistent high quality performance
  • Ability to work with a set schedule, prioritize tasks and complete them following the deadline
  • Troubleshooting & a creative mindset for Problem-solving.
  • Good financial literacy and a head for numbers

Our offer to 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 U.
  • 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).

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