MIRROR is hiring a

Member Experience Technical 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 empathetic, positive MX Technical Associates who will go above and beyond to turn every interaction with our Members into an exceptional experience. At MIRROR, you will:

  • 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
  • Track issues and escalate to internal teams where necessary
  • Be responsible for meeting quality and productivity goals
  • Share feedback and information with Engineering, Operations and Product teams in order to continuously improve the product and Member experience

Requirements

Necessities

  • 2-3 years of experience working in a technical support role
  • Fundamental knowledge of various LAN and WiFi technologies
  • Excellent written, verbal and listening skills
  • Strong problem solving skills
  • Positive attitude, empathy, patience and a sense of humor
  • Flexible to work weekends
  • Experience with ticketing systems (Jira, AutoTask, Kustomer, Zendesk)

Bonus if

  • You have experience working with embedded technologies and/or IoT devices
  • You have experience with Terminal / Ubuntu

Benefits

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