Job Description

Meet Urban Sports Club

We are Europe's leading platform for sports and wellness.Our mission is to inspire people to lead active, healthy lives and with just one membership we offer access to thousands of fitness and wellness experiences across Europe.



But what truly sets us apart? We believe our people are at the heart of everything we do. If you're curious about how we work, what we value and how you might grow with us, explore our Culture Hub & Career Opportunities.

What you will do

You organise the schedule for onboarding of new customer experience agents (partner, member support teams) and carry out training sessions and be the main point of contact for new agents You collect feedback from key onboarding stakeholders (Quality Operations team and Teamleads) and provide feedback to new team members performance and progress to fit the individual needs of new agents You optimise the quality of sessions and training materials in regards of latest customer Experience training trends You design training programs that teach agents how to co-work with AI, including when to rely on automation and when to intervene manually Stay current on emerging AI trends and tools in customer experience to continually evolve training content. You explore new tools and features of onboarding including but not limited to a remote context. You support with other projects within knowledge & VOC team

What you will need to succeed

You take ownership of the onboarding of new team members and to ensure their success You work organised in planning and documenting the progress of new agents for clear communication to all internal stakeholders but also confident to escalate issues and work solution-orientated You are familiar with AI-driven CX platforms (e.g. Ultimate AI, Klaus in Zendesk) You are experienced with agent performance metrics influenced by AI (e.g. AI-assisted first response time, AI accuracy, handover efficiency) You have strong verbal and written skills in English - other languages are a plus

What's in it for you

Free Urban Sports Club L Pro Membership + Friends and Family Discount:

Stay active with free membership, plus discounts for friends and family.

Flexible Work Model:

Enjoy a hybrid work setup, balancing on-site and remote work options to fit your lifestyle.

Extended Remote Work Options:

Work up to 120 days remotely within the EU, the UK, and Switzerland, including 30 days outside the EU. You'll also have the option to desk-swap at our other European offices.

WorkOUT Life Balance:

Take advantage of 30 days of paid vacation annually, plus two additional days for volunteering, flexible working hours, and complimentary access to our mental health provider Open Up.

Personal Development:

Receive an annual budget of €1,000 for professional growth, with regular internal training sessions and weekly German and English language classes.

Engaging Team Culture:

Participate in regular team and company events along with wellness initiatives that help you stay productive, healthy, and engaged in a hybrid work environment.

Urban Sports Club is committed to providing a friendly, safe, and welcoming environment for everyone who applies for a position or already works with us, regardless of their sports preferences, gender, gender identity and expression, sexual orientation, disability, physical appearance, body size, race, age, or religion (or lack thereof).