Partner Support Agent (all genders) - Portuguese & German speaking

Partner Support Agent (all genders) - Portuguese & German speaking

Berlin, Cologne, Lisbon

The opportunity

We are searching for a friendly Partner support agent with focus on Partner inquiries, integration-related questions coming from our partners. 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 the primary point of contact for partners with integration-related inquiries via Zendesk
• Support our partners with their technical inquiries and questions, focusing on their integrations between Urban Sports Club and their booking platform.
• Take ownership of integration activations requests, following troubleshooting steps and guide partners through the integration setup processes.
• Escalate complex issues to the correct teams while ensuring effective communication between stakeholders.
• Demonstrate deliverables in terms of KPIs and service level agreements.
• Proactively identify common problems and give qualitative feedback.

What you need to succeed

• Excellent communication skills in Portuguese, German and English, both spoken and written
• Confident with tools such as Zendesk, Jira, remote support tools and Pipedrive
• Ability to maintain great expertise of our Partners, product and policies
• Troubleshooting & a creative mindset for problem-solving.
• 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

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.

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