Customer Support Agent - Portuguese Market, 12 months fixed contract (all genders)

Meet Urban Sports Club

We are among the leading platforms for sports and wellness in Europe, dedicated to inspiring people to live active, healthy lives. With just one membership we offer access to thousands of fitness and wellness experiences across the continent.

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.

*Big news: Wellhub and Urban Sports Club unite!*
Urban Sports Club is now a proud part of Wellhub, creating a global wellbeing ecosystem. Together, we connect 39,000 corporate clients and 97,000 wellness partners across 18 countries, offering millions of people even more ways to stay active and take care of their health.

This is a 12-month parental leave cover.

The opportunity

As a Customer Support Agent, you will drive the success of our Priority B and C partners by managing their inquiries via tickets and overseeing the full lifecycle of their accounts, including onboarding and offboarding for new and existing locations. You will balance the needs of both groups of customers and so play an essential role in keeping our partners and members happy.

What you will do

• You are responsible for the onboarding and offboarding processes of prio B and C locations
• You respond to prio B and C partners requests within the agreed service level agreement via Zendesk and e-mail
• You take ownership for clear and accurate partner profiles
• You support partner managers and the customer experience team with specific partner related inquiries
• You provide insights on technical/operational limitations to the knowledge and training team
• You support Partner Support Specialists with contract changes and merchant changes tasks, as well as setting partners live

What you will need to succeed

• You bring a hands-on mentality and consistent high quality performance
• You have strong problem-solving and multitasking capabilities, combined with close attention to detail
• You are proactive and structured in identifying priorities and driving tasks through to completion and following the deadline
• You have excellent communication skills in English and Portuguese, both spoken and written
• You feel comfortable using tools such as Zendesk, Pipedrive, USC backend and Partner Portal
• You have a good understanding of clauses and terms of USC partnership contracts

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).