WW is looking for candidates to help change people's lives. We are a global wellness technology company inspiring millions of people to adopt healthy habits for real life. We do this through engaging digital experiences, face-to-face workshops and sustainable programs that encourage people to move more, shift their mindset and eat healthier while enjoying the foods they love. By drawing on over six decades of experience and expertise in behavioral science, we build communities in order to deliver wellness for all.
Who we are
Weight Watchers is looking for candidates to help change people's lives. We are a global wellness technology company inspiring millions of people to adopt healthy habits for real life. We do this through engaging digital experiences, face-to-face workshops and sustainable programs that encourage people to move more, shift their mindset and eat healthier while enjoying the foods they love.
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What you will do
The Bilingual (German/English) Senior Member Support Specialist will engage directly with current and potential members in both English and German and provide guidance, support, and motivation through Social Media channels and internal community message boards, assisting members with the program, membership, and technical inquiries.
- Serve as a company ambassador, own member issues and/or questions. You will escalate issues to the appropriate team and ensure prompt follow up and provide full member resolution.
- Establish rapport with members by creating a personalized experience through active listening to understand members' personal wellness and weight health goals to provide tailored recommendations and encouragement.
- Demonstrate an ability to display patience, empathy, and strong listening skills while ensuring member needs are fulfilled in a timely and satisfactory fashion.
- Have expert knowledge and understanding of Weight Watchers, including the program, in-app experience, and studio offerings..
- Troubleshooting and problem solving technical issues or concerns for members by providing solutions, recommendations, gathering sensitive information, and/or detailed app information with a sense of urgency while using a positive and empathic approach at all times.
- Follow brand voice guidelines when responding quickly and professionally to social channel engagements through our aggregated platform and organically (as needed) on Facebook, X, Instagram, YouTube, Tik Tok, and other platforms.
- Assist on all social media campaigns and initiatives, providing insight to member response through tagging and organic channel monitoring
- Proactively identify social trends and/or sentiment shifts, escalating to proper stakeholders when needed
- Complete thorough review of social media posts to ensure that all inappropriate content is removed in a timely manner
- Serve as a brand expert, providing accurate and effective responses for paid ads to support new member enrollment
- Moderate internal member community, Connect
- Review and response when appropriate to member posts and comments
- Consistently reviews all flagged content to ensure adherence of community guidelines, removing content as needed.
- Review and response when appropriate to member posts and comments
- Fluent in both German and English language skills, both written and verbal (Mandatory)
- Hold 3+ years of experience in a high-volume customer service position, or equivalent
- You thrive in a collaborative team environment, while also able to work independently
- You have a growth mindset, eager to adapt and be flexible in an ever-changing environment
- Highly organizational, communication, and time management skills
- Proficient in G-suite and/or Microsoft Office and other web-based applications
- Able to work a flexible schedule including evening, weekends and holidays
- HS Diploma/GED equivalent
- 1+ years of professional experience within Social Media channels (Facebook, Instagram, X, TikTok)
- Proficiency in CXM platforms (Sprinklr, Conversocial, Hootsuite).
At WW, it is our priority to cultivate a diverse and inclusive workplace. We are committed as individuals, as an organization, and as fellow humans, to advocate for and support our employees, our members, and our communities. We are proud to be an equal opportunity employer and we do not discriminate on the basis of sex, race, color, creed, national origin, marital status, age, religion, sexual orientation, gender identity, gender expression, veteran status, or disability.