At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections.ClassPass offers thousands of fitness and wellness experiences worldwide, helping people lead active, balanced lifestyles. Our platform makes discovering and enjoying activities simple, personalized, and joyful—whether it’s fitness classes, self-care sessions, a healthy lunch, or a new adventure. Join us in shaping healthier, more vibrant communities around the globe.

Who we are

At Playlist, we believe technology should create connection, joy, and ease. We’re a team fueled by innovation, driven by curiosity, and grounded in the simple truth that happy teams make happy customers. We’re here to build loyalty, craft unforgettable experiences, and empower every member of our team to grow both personally and professionally.

The Role You'll Play

• Provide thoughtful, high-quality support to ClassPass customers, mainly via chat and email, with empathy, efficiency, and accuracy.
• Troubleshoot complex account, membership, and plan-related questions to uncover root issues and deliver fast, satisfying resolutions.
• Approach every interaction with curiosity and care, asking the right questions to fully understand and solve customer needs.
• Keep communication clear and professional, no matter the tone of the request or the complexity of the issue.
• De-escalate tense situations with confidence, creating positive outcomes for customers and teammates alike.
• Proactively suggest improvements to support workflows, tools, and experiences based on what you learn in the field.
• Partner across teams when needed to escalate cases or collaborate on seamless resolutions.
• Stay sharp on ClassPass product offerings and support knowledge, consistently meeting or exceeding quality and productivity goals.

Experience You Bring

• 1+ years in customer service, with at least 6 months in a support role involving chat, email, or social channels.
• Comfortable managing a high volume of inbound contacts while maintaining empathy, speed, and accuracy.
• Excellent English communication skills with the ability to adapt your tone and message to diverse audiences.
• Tech-savvy and fast to learn new systems, including browsers, chat platforms, knowledge bases, and CRM tools.
• Skilled in active listening and problem-solving, with a calm, patient approach to navigating challenges.
• Naturally curious and collaborative, you love helping others and finding ways to improve how things are done.
• Able to stay organized, prioritize tasks, and manage your time effectively in a dynamic, fast-paced environment.
• You thrive on delivering experiences that make customers feel heard, supported, and understood.

Have we piqued your curiosity?

Sound like the role for you? We’d love to hear from you! Even if you’re not 100% sure about potential fit, we still encourage you to apply. We’re looking for the right person, not the perfect series of checkboxes.

Playlist is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.

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