Customer Support Operations Manager

**Let us introduce ourselves first**

Hi We are Funxtion, a digital fitness experience company. We provide gyms with the tools to stay relevant in this fast-paced, ever-changing digital landscape. We do this by offering them energizing content and better delivery systems (e.g. apps, portals) so their members can train with them anytime, anywhere. We help some of the largest and best-known companies in the world (such as Fitness First, GoodLife Fitness and Anytime Fitness).

As a self-managing professional at Funxtion, we believe that you can make good and innovative work when you have the freedom to do it your way. This means we are looking for people who are not only passionate about their profession but who can work well autonomously and as part of a pretty cool team. Are you one of those people? Great Because we are now looking for a Customer Support Operations Manager.

**When someone asks what you do for work, you say**:
“I work for one of the coolest companies in the Netherlands, Funxtion. I help make sure our B2B customers have a smooth and satisfying experience with our products and services, and I’m one of the first people they turn to when they need support.”

**But what you really do**:
You’ll be learning about our systems, tools, and workflows, and steadily building your skills as you grow in your role. You’ll assist senior team members, collaborate across departments, and help track customer feedback to ensure we’re always improving.

In addition:

- Support our B2B customers (gyms and fitness brands) by answering product-related questions and helping solve day-to-day challenges.
- Assist with onboarding new clients, helping them understand the basics of our platform and making sure they start off on the right foot.
- Monitor customer health by tracking key support metrics and flagging any potential issues to the team.
- Help maintain our internal CRM (HubSpot), documentation and support materials, contributing to our customer data and knowledge base.
- Identify and lead initiatives to improve processes.
- Collaborate with other teams (Product, Sales, Content) to pass along customer insights and help improve the overall customer experience.
- Schedule ad-hoc customer check-ins and contribute to reports that track client usage, satisfaction, and feedback.
- Support webinar and training session preparation to help educate customers on new features and best practices.
- Always strive to provide a positive, empathetic, and professional customer service experience.

**Your priorities for your first three months**:

- Learn the ins and outs of Funxtion’s platform and customer service processes.
- Build strong working relationships with internal stakeholders.
- Begin handling basic support queries independently.
- Join client onboarding sessions and assist senior team members in ensuring smooth transitions.
- Connect with at least 5 customers to better understand their needs and how they use our platform.
- Provide suggestions for improving our internal support documentation.

**Besides being a customer-focused problem-solver, you**:

- Have 2-3 years of experience in a customer support, customer operations, or customer success role
- Are a strong communicator with a friendly, patient, and professional tone
- Are highly organized and able to juggle multiple tasks without dropping the ball
- Are curious, eager to learn, and not afraid to ask questions
- Are fluent in English
- Have a basic understanding of B2B customer needs and what it means to offer top-tier support
- Love helping people and find satisfaction in solving problems

**And in return you get**:

- Money - hooray
- A compensation package that reflects the goals of your position.
- A dynamic position at a fast-growing scale-up in the health and fitness industry with plenty of room for personal growth, creativity and responsibility.
- A delicious lunch during core collaboration days in the office. Think: poké bowls, soups, salads, and sandwiches - even protein shakes if that tickles your fancy. Plus, we always have a huge fruit basket and an endless supply of tea and coffee.
- To be a part of a close-knit team that gets the most out of themselves and you.
- Good secondary employment conditions and free access to our digital workouts for you to enjoy

**Do you think we could be a perfect match?