Customer Care Advocate

OverviewAt Tonal, we place Customer Experience above all else. This role will have a direct impact in crafting our Customer Experience and in delivering a white-glove experience to every individual Customer. We are looking for a skilled and empathetic communicator who will guard the frontlines and do what it takes to get our Customers on track with their fitness goals! This includes addressing pre-purchase inquiries, troubleshooting product issues, helping Customers with questions/concerns, and contributing to the team’s culture as we scale. Every Customer matters. Our number one priority is making sure Customers have what they need to use Tonal and be their strongest.What You Will DoDevelop deep expertise in Tonal. We drive Customer Satisfaction through efficient and accurate resolutionsHelp Customers on a daily basis and represent the Tonal brand over a variety of channels such as phone, email, face to face, and social mediaDeliver high-quality work, take issues on as your own, and commit to ongoing learning and developmentCapture feedback from frontline interactions and recommend resolutionsMake contributions towards content, including but not limited to knowledge base content, CRM template responses, troubleshooting guides, and messaging proposalsTest new product updates and provide user feedbackProvide feedback on functions and effectiveness of the Advocate teamsCover flexible hours. This position includes some on-call work, including nights and weekendsWho You AreA Customer Advocate! You enjoy working with Customers, you know the Customer is always right, and you face even the most escalated contacts with empathy, respect, and supportComfortable with full-stack support. You can help Customers navigate issues across hardware, firmware, and softwareAn excellent communicator with especially strong writing skills. You enjoy writing on a range of topics, from Customer-facing messages to internal bug reports -- no matter the subject, you love being the one to communicateA skilled typer. Minimum 60 WPMWorking under pressure comes as second nature; you excel at navigating gray areas and you know when to stop and seek guidanceDetail-orientedPunctualExtra CreditPrevious work on call center teams, in-house support teams, or a retail/Customer-facing environmentExperience supporting products that deliver hardware, firmware, and software experiencesAt 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.