Customer Success Associate

| Greater LA Area
About FightCamp
FightCamp’s goal is to create the ultimate at-home workout experience for busy professionals committed to their fitness goals. In order to do so, FightCamp offers interactive boxing workouts. Workout output is tracked by motion trackers that calculate the speed and the amount of punches thrown during a workout. Since its launched in February 2018, FightCamp’s revenues have doubled every month. FightCamp is funded by Y Combinator.
Want your work to have a huge impact on the business and other people’s lives, as well as shape who you will become both in your work and in your everyday life? We’re funded, generating revenues and are probably the most dedicated team you’ll find. Our mentality is simple. Work smart, play hard. We are a results-driven team that values autonomy and individual responsibility over hierarchy.
We are looking for other A+ players to join our team. Come shape the future of at-home fitness with us.
About the Role of Customer Success Associate
As a member of the customer success team, this individual will be responsible for developing customer relationships that promote retention and loyalty. Their job is to closely monitor the customer journey in order to identify aspects that can be improved upon. They will keep an eye on fulfillment issues and inventory level. They will implement high level communication with FightCamp’s customer base. They will implement different experiments aimed at increasing membership retention. They will also have to act as the voice of the customer within the different FightCamp departments and teams. The customer success associate will report to the Success Team manager. Ever wanted to work for a tech startup? Or even thought of starting your own business one day? This position will take you behind the scenes and will help you learn the ins and outs of growing a business at a fast pace.

What You Will Do

  • Drive adoption and identify customer advocacy opportunities.
  • Represent the voice of the customer to help guide the company roadmap.
  • Think creatively about ways in which we can elevate the FightCamp experience for our members every day.
  • Implement & maintain new success initiatives.
  • Report on the impact of new customer success initiatives.
  • Implement a mass communication plan for existing FightCamp members. (Ex.: New product features, Inventory shortage, etc.)
  • Improve and maintain mass communications relative to the onboarding of new customers
  • Help develop surveys for customer base and analyze results
  • Track and report inventory and fulfillment issues.
  • Implement inventory management solutions.
  • Ensure quality of fulfillment experience.
  • Communicate with FightCamp’s 3PL partner to add new products to inventory and to improve fulfillment processes
  • Help with FightCamp SKU’s management.
  • Moderate public negative reviews

Requirements

  • 2-3 years of experience working in customer success or customer support.
  • Must possess a well-developed sense of organization.
  • Analytical skills
  • Thorough knowledge of FightCamp’s policies and procedures and enforce them accordingly
  • Positive attitude, empathy & patience.
  • Strong problem solving skills

Good To Have (But Not Necessary)

  • Experience building and/or analyzing surveys
  • Experience with customer success metrics (ex: churn, Net Promoter Score, personas, demographics, etc)
  • Experience in production and distribution of written content (ex: blog, journalism, etc)
  • Experience with retention: churn management, churn analytics, participating in retention-focused experiments
  • College or university degree
  • 1-2 years of experience in logistics
  • 1-2 years experience in customer support
  • Boxing, Kickboxing or MMA Experience
  • Experience in the fitness industry.

Who We Are
Want your work to have a huge impact on the business and other people’s lives, as well as shape who you will become both in your work and in your everyday life?
FightCamp is a fast-growing fitness startup backed by the world’s most prestigious accelerator program. We’re funded, generating revenues and are probably the most dedicated team you’ll find. 
Our mentality is simple. Work smart, play hard. We are a results-driven team that values autonomy and individual responsibility over hierarchy.
We are looking for other A+ players to join our team. Come shape the future of at-home fitness with us.

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Technology we use

  • Engineering
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Location

We're located on 17th street in Costa Mesa. We're close to many happy hour spots and we are 5 minutes away from Trader Joe's. How amazing is that?

An Insider's view of FightCamp

What’s the vibe like in the office?

It is entirely different than the tech corporate life of my previous job. Everyone is super chill, laid back and the same can be said of work environment. I just feel like I can really be myself when I am at FightCamp. I didn't feel judged and I felt like I didn't have to pretend to be some completely put together

Kirsten

Customer Success Associate

What does your typical day look like?

Being able to learn so many technologies and see how they interact with each other within the tech stack is one of my favorite parts of the day. Most of the time, we only receive requirements for new projects and we simply select the best solutions to tackle the project. So, we have a lot of engineering freedom in most of the project.

Alexandre

Lead Software Engineer

How does the company support your career growth?

I found that many companies promise you certain growth paths or paths to success but never follow through — in speaking with FightCamp during the interview process, I found them to be the complete opposite. Everyone I spoke to felt genuine and honest, and it was clear to me that they all cared about the people, not just the product.

Kevin

Senior Digital Marketing Specialist

What is your vision for the company?

We want to build the most emotionally satisfying workout. We’ll do that by combining punching as hard as you can and gamification. Our technology we'll give you goals to hit, people to compete against, and a progress bar that you want to keep pushing higher every time you workout. We also, want to empower people with the skill of self-defense.

Khalil

CEO

What are some social events your company does?

Every last Friday of the month, we take the afternoon off so we everyone can take part in a social activity. Before the pandemic, we would have a mix of physical activity & happy hour. Now we have re-invented ourselves and we come up with different virtual team bonding activities.

Jerome

People & Operations

What are FightCamp Perks + Benefits

FightCamp Benefits Overview

When it comes to making your life better inside and outside the office, we are in your corner. We offer competitive perks and benefits so you can bring your best self to work every day.

Culture
Friends outside of work
Eat lunch together
Diversity
Documented equal pay policy
Health Insurance & Wellness Benefits
Dental Benefits
Our dental plan covers up to 100% of expenses depending on the procedure.
Vision Benefits
The vision benefits plan covers 15% for annual eye exams with $210 for glasses and contact lenses.
Health Insurance Benefits
Depending on the plan you choose, FightCamp will pay up to 75% of your premium.
Life Insurance
Life insurance if fully paid by FightCamp and covers an employee for $50,000.
Team workouts
FightCamp's team fitness initiatives include a free gym membership to the gym of your choice.
Retirement & Stock Options Benefits
401(K)
Company Equity
We offer stock options for all our teammates. We give future team members the options of three stock options package and they get to choose which one they want.
Child Care & Parental Leave Benefits
Remote Work Program
Our remote work policy allows our teammates to work from on when they feel like working in their pajamas.
Vacation & Time Off Benefits
Paid Holidays
Paid Sick Days
FightCamp team members receive unlimited hours of paid sick leave.
Perks & Discounts
Casual Dress
Company Outings
We like to have fun with everyone and get our mind off of work. Every month we do something different as a team.
Free Daily Meals
Our team members get free lunch on Monday, Tuesday, Wednesday, Thursday, Friday.
Parking
We offer employees Free on-site parking.
Fitness Subsidies
We love fitness. Just pick a place where you'd like to work out and we'll cover the bill.
Professional Development Benefits
Job Training & Conferences
We are all about growth and getting better. That's why look at resources inside the team when it comes to opening new roles. We also help everyone with continuous education.
Promote from within
Continuing Education stipend
We encourage our teammates to keep learning and we will help them cover the cost.
Time allotted for learning
We allow our people to set aside 10% of working hours for learning.
Online course subscriptions available
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