Operations and customer experience manager

FITHUB is a fitness and wellness subscription platform that provides users with access to multiple gyms and sports facilities through a single membership. Our business model combines individual subscriptions and corporate partnerships, working closely with employers, HR teams, and partner gyms to promote active lifestyles and long-term user engagement.

• Act as the main liaison for users via email, chat, phone, and in-app communication.
• Handle user queries regarding subscriptions, access, payments, check-ins, and platform functionality.
• Take end-to-end ownership of user issues, ensuring timely, professional, and customer-focused resolution.
• Resolve complaints and service issues independently; escalate complex cases to internal teams and monitor them through to completion.
• Maintain high customer satisfaction, monitor response/resolution timelines, and contribute to user retention.
• Identify recurring user issues and provide structured feedback to internal teams for product improvement.
• Manage daily operational workflows related to platform usage, partner facilities, and user activity.
• Act as the primary operational contact for partner facilities regarding check-ins, pricing, schedules, and service availability.
• Oversee the operational onboarding of new users and partner facilities to ensure accurate setup and smooth activation.
• Monitor operational data for discrepancies, access issues, or irregular usage and initiate corrective actions.
• Ensure the accuracy of operational information within internal systems and administrative tools.
• Prepare and maintain operational reports, summaries, and internal tracking documents.
• Ensure the smooth day-to-day operation of the office, including basic administrative and organizational tasks.
• Manage office supplies, equipment, documentation, and vendor interactions.
• Maintain internal records, operational documentation, and office-related trackers.
• Support internal team coordination, meeting organization, and scheduling as required.
• Serve as the central point of contact for office-related matters and internal requests.
• Identify opportunities to improve customer support processes, operational workflows, and office procedures.
• Assist in developing, updating, and maintaining internal guidelines, Standard Operating Procedures (SOPs), and FAQs.
• Coordinate closely with Sales, Partnerships, Marketing, and Tech teams to ensure operational alignment.
• Support the operational rollout of new features, internal policies, and business initiatives.
• Provide practical insights from daily operations to improve platform functionality and internal processes.

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