Customer Experience Specialist (Philippines)

Customer Experience Specialist (Philippines)

Aviron, a standout Y-Combinator-backed company, transforms fitness through its innovative game-based workout equipment, pioneering the future of fitness entertainment. Y-Combinator, renowned for nurturing groundbreaking startups like Airbnb, Dropbox, and Instacart, has been instrumental in Aviron's journey. With an infusion of $23.5M USD in funding, we've been experiencing exponential double-digit growth annually since our inception.

Founded on the principle of making fitness engaging through advanced gamification technology, Aviron is more than just a product; it's a vision to revolutionize how our community stays motivated. Our unique approach combines the enjoyment of gaming with the benefits of exercise, crafting an experience that's fun, effective and even addictive.

We invite you to explore our community and witness the impact of Aviron firsthand.

Aviron is right for you if:

• You're looking for a role that prioritizes personal and professional growth
• You're looking for a flat organization with friendly people that values merit (i.e. good work)
• You're self-motivated and produce amazing work
• You're not down with office politics
• You want to own your work, start to finish
• You want to be provided with ample support and resources (i.e. budget) to complete said work
• You are looking to make an impact and see your work drive growth

Position Overview

Aviron is looking for a talented, customer-focused, detail-oriented professional to join our team as a Customer Experience Specialist. In this role, you will be the primary point of contact for our customers and a key representative of the Aviron brand. You will help customers navigate their journey with us by resolving issues, answering questions, and educating them on our connected fitness products.

This role supports our North American customer base from the Philippines, which means working overnight Philippine hours. We are direct about this up front because it is the single biggest factor in whether this role is a fit for your life, not just your skills.

This role is a great fit for someone who enjoys problem-solving, takes ownership of customer interactions from start to finish, and is excited to work in a fast-paced, growing startup environment. You enjoy learning products and software inside and out, adapt quickly to change, and are motivated by delivering a thoughtful, high-quality customer experience.

Schedule & Availability

Our Customer Experience team supports North American customers between 9:00 AM and 9:00 PM Eastern Time, six days a week. This role covers the later part of that window.

Your primary shift, in Philippine Standard Time:

• Wednesday to Sunday, 12:00 AM to 9:00 AM PHT (this is Tuesday to Saturday, 12:00 PM to 9:00 PM ET)
• Days off: Monday and Tuesday, always two consecutive days

North America observes Daylight Saving Time and the Philippines does not, so your shift moves by one hour for roughly four months of the year. From early November to mid-March, your hours shift to 1:00 AM to 10:00 AM PHT. Your days off do not change. We give advance notice before each change.

Schedules are set in advance. This is a long-term overnight schedule, not a rotating one, so please apply only if you are confident you can sustain it.

Key Responsibilities

• Build and maintain a strong understanding of all Aviron products, support channels, and company policies and terms
• Serve as the first point of contact for customer inquiries across live chat, phone, email, and social media
• Resolve customer issues with empathy, clarity, and efficiency, escalating or routing technical issues to the Tech Support team when appropriate
• Process orders, cancellations, returns, and verify customer account information as needed
• Submit and manage shipping claims and delivery-related escalations when deliveries do not go as planned
• Identify recurring customer issues, gaps, or inefficiencies and proactively share feedback to help improve support processes, tools, and the overall customer experience
• Educate prospective members on Aviron hardware and software features through live video product demos
• Support cross-functional and ad hoc projects as needed

Qualifications

• 1+ year of experience in a customer service, customer support, or equivalent role
• Excellent written and verbal communication skills in English, including comfort on live video calls with North American customers
• Able to effectively manage time, multitask, and reprioritize in a high-volume, fast-paced environment
• Strong typing speed and accuracy, particularly in live chat environments
• Analytical and logical approach to problem-solving
• Experience working with CRM systems
• Experience with NetSuite is an asset
• College diploma or university degree preferred, but equivalent experience will be considered

Work setup requirements

Because this is a fully remote overnight role supporting live customers, you will need:

• A private, quiet workspace suitable for customer calls and video demos
• Reliable high-speed home internet, with a backup connection such as mobile data
• A plan for power interruptions, such as a UPS or backup power source
• The ability to work the overnight Philippine schedule above on a sustained basis

What We Offer

• 2 weeks paid vacation
• Sick leave and personal days
• Health benefits
• Paid CAD holidays
• Computer and headset
• $25/month for internet coverage

A couple more things

Our customers love us because we are friendly, passionate, and always willing to go the extra mile. They are continuously impressed (even surprised) at the high-quality physical product and software experience we provide. We are very proud of the product and market we've carved out as a team/company that was until very recently mostly boot-strapped. We are looking for someone to match (and elevate!) our passion and hard work to the next level during this very exciting time for our company.

Aviron is based in Toronto, Canada, but much of our team is remote, spanning across Canada, the U.S., and Asia. Please note that this role must be based within the Philippines.

Aviron is an equal opportunity employer. We provide a safe and inspiring workplace where everyone is accepted and has the opportunity to grow with us. If you require any accommodations, please let us know.