Who are we? We’re FIIT – the ultimate interactive fitness experience. We’re a startup. We’re part tech, part gaming, part fitness. And we’re a whole lotta fun (wellwe think so, anyway). We want to make fitness a habit for every body. It’s our mission. And it guides everything we do. It means we’re really big on inclusivity and acceptance. It means we’re incredibly passionate and we genuinely want to make a difference. And it means we’re all about teamwork. If that sounds like something you can get behind, read on. Do your values resonate with ours? Everyone at FIIT is a leader, whatever your level you’ll have a passion for the mission and understand how you can impact that. You’ll always want to be improving, learning and curious, embracing and giving constructive feedback. Grit to deliver is important in startup life. You’ll enjoy the rollercoaster, execute at pace and take accountability. The team is greater than the individual at FIIT, we include everyone, value diversity and communicate openly. Who We’re Looking For This role is perfect for an entry level position with the desire to make the role their own and progress through the team, someone who thrives in a fast-paced, flexible environment and enjoys solving problems proactively. If you’re energised by working with people, love fitness, and are excited to help shape the future of a growing company, we’d love to hear from you We’re on the hunt for a Customer Service Manager who’s passionate about delivering world-class support and building meaningful relationships with our community. You’ll be the first point of contact for our customers, helping them get the most out of our platform while ensuring every interaction reflects our high standards. What You’ll Be DoingSupport & Engage: Deliver responsive, empathetic support to our global member base, helping them navigate the platform and resolve issues quickly. Lead Management: Triage leads from trainers and strategic partners, directing them to the appropriate teams. Problem-Solving: Troubleshoot technical or account-related issues, providing instant solutions or escalating when necessary. Retention Focus: Use proactive strategies and tailored offers to prevent member cancellations and boost satisfaction. Sales Support: Handle inbound queries from potential customers, offering product information to drive conversions. Community Monitoring: Engage with members through social channels (like our Facebook group) to address queries and maintain a strong online presence. Data Management: Keep customer records up to date using our payment and CRM platforms. Feedback Loop: Share insights from customer interactions to help shape product improvements and service strategies. Process Improvement: Collaborate with the team to optimize workflows and enhance the customer experience in our fast-paced startup environment. What You’ll Need Experience: 1 year in a customer service (Please note this is based in our Customer team and not enterprise team) (bonus points for startup experience). Communication: Strong written and verbal communication skills—empathetic, clear, and professional. Tech-Savvy: Comfortable using tools like Google Docs; experience with Intercom, Stripe, and Iterable is a plus but not essential. Problem-Solving: A proactive, solutions-focused mindset with a positive, can-do attitude. Adaptability: Thrive in a flexible, fast-moving environment with shifting priorities. Passion for Fitness: Whether you’re a seasoned athlete or just starting your journey, an enthusiasm for health and fitness is essential. Must be UK based. Why Join Us? Flexible working hours to suit your lifestyle Work remotely with occasional meet-ups at our London office Be part of a passionate, supportive team in a high-growth environment Opportunity to influence how we support our growing member community Ready to help us elevate the customer experience? Apply now and become part of a team that’s redefining the future of digital fitness Ready to help us elevate the customer experience? Apply now and become part of a team that’s redefining the future of digital fitness