Hybrid Customer Experience Analyst

at Gympass

• Job title: Customer Experience Analyst
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Rome, Italy

About the role

• Customer Experience Analyst managing user support and inquiries in the wellness industry. Driving data improvements and promoting wellness culture within workplace environments.

Responsibilities

• Premium User Support: Manage multi-channel communications (email, chat, and phone) to resolve inquiries from welfare users/clients/partners with empathy and precision.
• Problem Solving & Resolution: Act as an owner by identifying customer/clients/partners needs, handling complaints, and providing creative solutions to ensure a "win-win" outcome for the partner and the user.
• Data & Process Improvement: Meticulously categorize every interaction to help the GM to identify trends, reduce operational friction, and automate repetitive tasks.
• Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life wellness.

Requirements

• Language Skills: Native/Fluent Italian and Fluent English are mandatory. Knowledge of Spanish or other European languages is a strong plus.
• Education & Experience: You are a motivated talent—perhaps looking for your first or second major professional challenge. While welfare experience isn't required, a passion for the wellness industry is essential.
• Communication: Excellent written and verbal communication skills. You can translate complex processes into simple, friendly instructions for our users.
• Mindset: You are detail-oriented, resourceful, and thrive in a fast-paced environment where multi-tasking and prioritization are key to success.

Benefits

• WELLHUB: Free Gold membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental wellbeing support, and more! Add up to three family members to your plan, ensuring access to wellness for those who matter most to you.
• FLEXIBLE WORK: As a Flexible First company, we offer hybrid and remote options to give you the freedom to work in a way that suits you. The model for this specific role can be discussed with your recruiter and hiring manager. We offer all employees a one-time reimbursement to set up their home office equipment and a monthly work allowance to help cover the costs of working from home.
• PAID TIME OFF: We know how important it is to take time away from work to recharge. Employees receive 30 days paid holiday per year in addition to annual holidays (including an extra holiday on your birthday!).
• PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life. Take the time to be present and enjoy your growing family. We offer 100% paid parental leave to all new parents. Parents giving birth are eligible for an extended leave and a ramp-back period to return part-time while they get settled.
• CAREER GROWTH: Access world-class platforms, participate in interactive sessions, build your personalized development roadmap, and explore internal opportunities. We focus on continuous learning and feedback to support your journey toward personal and professional success.
• CULTURE: You’ll join a team of passionate people who come together to break boundaries, support each other, and create a meaningful impact in workplace wellness. We win together, building trust through open communication and a culture where every perspective matters.