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Junior Advocate

1 month ago

Toronto, Canada Tonal Full time

**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.

**Overview**

At Tonal, we place Customer Experience above all else. This role will have a direct impact on crafting our Customer Experience and delivering a premium experience to every individual Customer. We are looking for a technically skilled and empathetic communicator who will guard the front lines and do what it takes to get our Customers on track with their fitness goals This includes speaking with our Customers regarding troubleshooting product issues, helping Customers with questions/concerns, working with our cross-functional teammates, 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 Do**:

- Develop a deep technical expertise in Tonal. We drive Customer Satisfaction through efficient and accurate resolutions
- Work in a fast-paced environment to deliver high-quality work and take issues on as your own
- Commit to ongoing learning and development in order to wow our Customers with technical know-how and a can-do attitude
- Capture feedback from frontline interactions and recommend resolutions
- Make contributions towards 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
- Provide feedback on functions and effectiveness of the Advocate teams
- Cover flexible hours. This position includes some on-call work, including nights and weekends

**Who You Are**:

- A Customer Advocate with a technical passion You enjoy working with Customers and you face even the most escalated contacts with empathy, respect, and support
- Comfortable with full-stack support. You can help Customers navigate issues across hardware, firmware, and software
- A skilled typer (minimum 60 WPM)
- Working under pressure comes as second nature; you excel at navigating gray areas and you know when to stop and seek guidance
- Detail oriented
- Punctual
- Ability to multitask, prioritize, and manage time effectively in a demanding, fast-paced environment

**Extra Credit**:

- Previous work on call center teams, in-house support teams, or a retail/Customer-facing environment
- Experience supporting highly technical products which deliver hardware, firmware, and software experiences
- Passionate about strength training, exercise, health and fitness

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