Customer Care Advocate HYBRID — FULL-TIMETORONTO, ON

at  Tonal

WHO WE ARE

Tonal is the smartest home gym and personal trainer. It has completely revolutionized the way people work out at home, with its sleek design and advanced A.I. technology. We’ve united a diverse team of experts and decades of research to reinvent strength training, making it more efficient, more effective and more engaging.
With this in mind, we want to bring that same innovative approach to the workplace. At Tonal, we continue our shift of emphasis by growing our instrumental team. We collectively weave our knowledge and creativity, as we redefine the future of fitness. We are passionate about building products that transform lives, and building teams that transform the status quo. Together, we can be our strongest.

ADDITIONAL INFORMATION

• Cover flexible hours. This position includes some on-call work, including nights and weekends.
• This position is hybrid
  The range of base salary for the position is between $55,000 - $60,000 CAD plus equity and benefits. We take into consideration an individual’s background, experience, and location in determining their salary. This role is also eligible for health insurance, retirement savings benefits, life insurance and disability benefits, flexible paid time off, parental leave, and other additional benefits.
  At Tonal, we believe that the unique and varied lived experiences of our teammates contribute to our overall strength. We don’t just appreciate differences, we celebrate them, and we always seek people that represent a wide variety of backgrounds. We’re dedicated to adding new perspectives to the team and designing employee experiences that contribute to your growth as much as you do to ours. If your experience aligns with what we’re looking for (even if you don’t check every single box), send us your application. We would love to hear from you!
  Tonal is committed to meeting the diverse needs of people with disabilities in a timely manner that is consistent with the principles of independence, dignity, integration, and equality of opportunity. Should you have any accommodation requests, please reach out to us via our confidential email, accessibility@tonal.com. All requests will be addressed and responded to in accordance with Tonal’s Accessibility Policy and local legislation.

• Develop deep expertise in Tonal. We drive Customer Satisfaction through efficient and accurate resolutions.
• Resolve escalated customer issues promptly to ensure satisfaction and loyalty, utilizing various support channels such as phone, email, virtual video sessions, chat, and social media.
• Consistently deliver high-quality work, taking ownership of issues and demonstrating a commitment to continuous learning and development.
• Accurately document customer interactions, analyze trends, and report on escalated cases and retention activities.
• Champion customer needs, using feedback to drive product and service improvements.
• Collaborate with cross-functional teams to ensure seamless customer journey and enhance overall satisfaction.
• Contribute to content, including, but not limited to, knowledge base content, CRM template responses, troubleshooting guides, and messaging proposals.
• Test new product updates and provide user feedback
• Cover flexible hours. This position includes some on-call work, including nights and weekends.