MIRROR is hiring a

Member Experience Operations Associate

New York, United States

About Us

MIRROR is the world’s first nearly invisible home gym featuring live and on-demand fitness classes in a variety of workout genres, and 1:1 personal training. MIRROR is creating a new category of in-home fitness with cutting-edge hardware, responsive software, and best-in-class content that transforms any room into a complete home gym. For the first time, the essential components of a great studio workout--variety, personalization, and community--are brought to the most convenient place: the home.

MIRROR was founded by Harvard grad Brynn Putnam, creator of Refine Method, named “New York’s Smartest Workout.” We recently joined the lululemon family, operating as an independent entity, and now have the resources of a public, global company behind us. We’re an inclusive space for all identities and are committed to keeping that foundation intact as we grow. If you’re eager to make an impact in a quickly growing business, we want to hear more from you!


The Role & You

We are looking for an empathetic, positive MX Operations Associate who is excited to connect with our Members and support Member-facing operations and logistics. Our Operations MX associate will work with third-party logistics (3PL) providers and the Member to ensure an exceptional, seamless Member experience. Flexible hours available. At MIRROR you will:

  • Coordinate with logistics providers to ensure smooth product delivery and installation
  • Monitor quality of installations and adherence to Standard Operating Procedures (SOPs)
  • Support the development of best-in-class processes to maximize efficiency and effectiveness of MIRROR Member Experience team and 3PLs
  • Communicate with Members across phone, email, chat and/or social media to deliver excellent service, problem solve their issues, and answer product questions
  • Provide technical support, including hardware and software troubleshooting
  • Respond to Member issues and escalate to internal teams where necessary (e.g., Operations, Tech)
  • Share Member feedback and information with other team members in order to continuously improve the product and Member experience
  • Looking to cover Monday-Friday, Tuesday-Sunday, & Sunday-Thursday schedules

You don’t need to be a fitness buff, but you should be fired up about building technology that's going to change how people sweat! Do we have your attention? Keep reading.

Requirements

Necessities

  • 1-3 years of experience working in consulting, operations or logistics
  • Excellent written, verbal and listening skills
  • Strong problem solving skills
  • Positive attitude, empathy, patience and a sense of humor
  • Must be flexible to work evening and/or weekends.

Bonus if

  • You have experience working with embedded technologies and/or IoT device

Benefits

  • Competitive Compensation
  • Competitive Health Coverage
  • 401(k) plan
  • Self-directed Paid Time Off
  • Opportunity for Rapid Growth