[Hiring] Customer Experience Specialist @Aviron

Role Description

Aviron is looking for a talented, customer-focused, detail-oriented professional to join our team as a Customer Experience Specialist. In this role, you will be the primary point of contact for our customers and a key representative of the Aviron brand. You will help customers navigate their journey with us by:

• Resolving issues
• Answering questions
• Educating them on our connected fitness products

This role supports our North American customer base from the Philippines, which means working overnight Philippine hours. This is the single biggest factor in whether this role is a fit for your life, not just your skills.

This role is a great fit for someone who enjoys problem-solving, takes ownership of customer interactions from start to finish, and is excited to work in a fast-paced, growing startup environment. You enjoy learning products and software inside and out, adapt quickly to change, and are motivated by delivering a thoughtful, high-quality customer experience.

Schedule & Availability

• Support North American customers between 9:00 AM and 9:00 PM Eastern Time, six days a week
• Primary shift in Philippine Standard Time: Wednesday to Sunday, 12:00 AM to 9:00 AM PHT
• Days off: Monday and Tuesday, always two consecutive days
• Shift adjustment during Daylight Saving Time: 1:00 AM to 10:00 AM PHT from early November to mid-March
• Long-term overnight schedule, not rotating

Key Responsibilities

• Build and maintain a strong understanding of all Aviron products, support channels, and company policies and terms
• Serve as the first point of contact for customer inquiries across live chat, phone, email, and social media
• Resolve customer issues with empathy, clarity, and efficiency, escalating or routing technical issues to the Tech Support team when appropriate
• Process orders, cancellations, returns, and verify customer account information as needed
• Submit and manage shipping claims and delivery-related escalations when deliveries do not go as planned
• Identify recurring customer issues, gaps, or inefficiencies and proactively share feedback to help improve support processes, tools, and the overall customer experience
• Educate prospective members on Aviron hardware and software features through live video product demos
• Support cross-functional and ad hoc projects as needed

Qualifications

• 1+ year of experience in a customer service, customer support, or equivalent role
• Excellent written and verbal communication skills in English, including comfort on live video calls with North American customers
• Able to effectively manage time, multitask, and reprioritize in a high-volume, fast-paced environment
• Strong typing speed and accuracy, particularly in live chat environments
• Analytical and logical approach to problem-solving
• Experience working with CRM systems
• Experience with NetSuite is an asset
• College diploma or university degree preferred, but equivalent experience will be considered

Work Setup Requirements

• A private, quiet workspace suitable for customer calls and video demos
• Reliable high-speed home internet, with a backup connection such as mobile data
• A plan for power interruptions, such as a UPS or backup power source
• The ability to work the overnight Philippine schedule above on a sustained basis

Benefits

• 2 weeks paid vacation
• Sick leave and personal days
• Health benefits
• Paid CAD holidays
• Computer and headset
• $25/month for internet coverage

Company Description

Aviron, a standout Y-Combinator-backed company, transforms fitness through its innovative game-based workout equipment, pioneering the future of fitness entertainment. Founded on the principle of making fitness engaging through advanced gamification technology, Aviron is more than just a product; it's a vision to revolutionize how our community stays motivated.

Aviron is based in Toronto, Canada, but much of our team is remote, spanning across Canada, the U.S., and Asia.

Aviron is an equal opportunity employer. We provide a safe and inspiring workplace where everyone is accepted and has the opportunity to grow with us. If you require any accommodations, please let us know.