Customer Success Specialist - Equipment

Customer Success Specialist, Equipment 📍 Chicago, IL (Hybrid) | Full-Time Help Us Create a Fitter Planet At Les Mills, we're on a mission to create a fitter planet. Since 1968, when four-time Olympian Les Mills opened his first gym in New Zealand, we've grown into a global fitness leader, inspiring more than five million people every week across 100+ countries through our world-leading fitness programs and innovative products. Everything we do is guided by our values: 💙 United 🚀 Be Brave 🌎 Change the World We're looking for a passionate, customer-focused professional to join our team as a Customer Success Specialist, Equipment and help deliver exceptional experiences to fitness clubs, instructors, and consumers around the world. About the Role As our Customer Success Specialist, Equipment, you'll be at the center of our customer experience, supporting both our B2B and direct-to-consumer product offerings. You'll work across equipment sales, digital fitness solutions, Virtual and Virtual Bike products, and eCommerce channels, ensuring customers receive outstanding support from inquiry through fulfillment. This role is perfect for someone who thrives in a fast-paced environment, enjoys solving problems, loves creating great customer experiences, and has a passion for operational excellence. What You'll DoDeliver Exceptional Customer ExperiencesSupport customers across our product portfolio through phone, email, and digital channels.Process quotes, orders, customer inquiries, and support cases accurately and efficiently.Build trusted relationships with customers and internal stakeholders.Help ensure every interaction reflects the Les Mills brand experience.Drive Operational ExcellenceMaintain accurate customer records and data integrity within Salesforce and related systems.Resolve issues with a proactive and solution-focused mindset.Develop and maintain workflows, documentation, and Standard Operating Procedures (SOPs).Support billing operations, accounts receivable, and training activities when required.Collaborate Across the BusinessPartner with teams across Customer Experience, Product, Marketing, Finance, and international stakeholders.Support the delivery of strategic initiatives and special projects.Contribute ideas that improve processes, systems, and customer outcomes.What Success Looks Like You will: ✅ Deliver accurate, timely, and customer-focused support ✅ Build strong relationships internally and externally ✅ Maintain exceptional attention to detail and data quality ✅ Consistently achieve service levels and team KPIs ✅ Identify smarter ways of working and help drive continuous improvement ✅ Positively contribute to our culture and team success What You'll Bring We're looking for someone who is: Customer-centric and passionate about delivering great serviceHighly organized, detail-oriented, and dependableComfortable managing multiple priorities and deadlinesProactive and eager to improve processes and customer experiencesAdaptable, resilient, and positive when facing changeA collaborative team player who enjoys working cross-functionallyPreferred Experience2+ years in Customer Success, Customer Service, Sales Support, Account Coordination, or a similar roleExperience using Salesforce or another CRM platformExperience supporting eCommerce, digital products, or subscription servicesFamiliarity with Adobe Commerce (Magento) or similar platforms is a plusStrong communication skills across phone, email, and digital channelsSolid Microsoft Office skills, particularly Excel and OutlookWhy Les Mills? When you join Les Mills, you're joining a team that's passionate about making a difference in people's lives through fitness. You'll work alongside talented colleagues, contribute to products used by millions worldwide, and be part of a company that encourages curiosity, courage, innovation, and impact. If you're excited by the opportunity to support amazing customers, improve how we work, and help build a fitter planet, we'd love to hear from you. Ready to Move the World With Us? Apply today and become part of a global team inspiring millions to fall in love with fitness. #CustomerSuccess #CustomerExperience #Salesforce #FitnessIndustry #ChicagoJobs #HybridJobs #LesMills #NowHiring #CreateAFitterPlanet <<INTERNAL JOB DESCRIPTION>>