Customer Success Executive - Calls, Email & Chat (WTF, Noida)

Customer Success Executive - Calls, Email & Chat (WTF, Noida)

About WTF

WTF is a group of 11 businesses: 60 premium gyms of our own across Delhi NCR, ~200 partner gyms (WTF Powered), WTF Academy, Metaboliq, WTF Equipment, WTF Reboot and more, with 85,000+ members. Our head office in Sector 9, Noida watches over every gym and every member, all day.

For people who have handled customers on calls, email and chat all day, closed their tickets and know their numbers (calls a day, TAT, CSAT). Not a sales or telecalling job.

The job

You are the voice of WTF for 85,000+ members and their families, the way Urban Company's support team is for its customers. For 10 hours a day you handle calls, emails, WhatsApp and the app chat, and you solve the problem on the first contact whenever you can.

What you do

• Calls: inbound and callback calls on memberships, payments and refunds, freezes and transfers, personal training, app and login issues, and complaints about a gym.
• Email and chat: clear, polite, correct written replies, within the SLA.
• AI bot: watch the bot's replies on WhatsApp and app chat, take over when it gets stuck, and improve its answer library so it gets better every week.
• Dashboard and CRM: every case logged, tagged, followed up and closed in the system; nothing left open.
• Internal work: chase the gym team, finance, tech and operations until the member's issue is fixed; report repeat problems with numbers.

What we measure you on

• First-contact resolution, TAT and SLA met
• CSAT on your calls and tickets
• Zero open tickets older than 48 hours
• Quality score on call and email audits

Who fits

• 1-5 years in customer support / customer experience (voice + email / chat), ideally at a consumer app or service company: Urban Company, Zypp, Swiggy, Zomato, Blinkit, Ola, airlines, telecom, banking or a good BPO.
• Excellent spoken Hindi and English, and good written English for emails.
• Used a ticketing tool or CRM (Freshdesk, Zendesk, Salesforce, LeadSquared, Kapture or similar).
• Calm, patient and stable: you have stayed in your jobs.

Selection: a practical round: a live mock call, two emails to write, and a chat that the bot got wrong.

Work: WTF Head Office, Sector 9, Noida • full-time, on-site • 6 days • 10-hour shifts (rotational, between 7 am and 11 pm) • 21,000-37,000 a month.