Job Description

At bsport we empower the Wellness Industry with an all-in-one platform that combines boutique fitness and advanced technology. Our platform enables our partners to manage their bookings, payroll, marketing and more, to streamline operations and boost their commercial success.

Join bsport at one of the most exciting stages of its journey: backed by €30 million in funding, the company is accelerating its international expansion and redefining the future of fitness and wellness tech.

The role

You are the first person a bsport client talks to, and you solve most of what they need on the spot. You open the day for bsport: when you log in at 06:00, clients in Australia, Singapore and Hong Kong are mid-afternoon and the UK is about to start.

Role at a glance

• Team: Care, Level 1 support
• Reports to: Team Lead, Level 1 support
• Works with: Level 2 escalations, Account Management, Onboarding, Quality Analyst
• Start: December 2026
• Schedule: full time, 40 hours, Monday to Friday. Shift: 06:00 to 15:00 Barcelona time (CET / CEST), 8 hours of work and a 1-hour lunch break. The shift is fixed, not rotating. Public holidays follow the Spanish calendar. No weekend rota: the early shift is your coverage contribution
• Setup: fully remote

Why this shift exists

About two thirds of our APAC conversations and the first hours of UK and European volume arrive before 10:00 Paris time. Between 06:00 and 09:00 you and your shift partner are the human side of bsport support: you pick up what Fin (our AI agent) handed off overnight and everything new that comes in.

What you own

1. First contact on every conversation during your shift

• Pick up Fin handoffs and new conversations in chat and email, starting with the overnight queue (APAC, US late evening).
• Solve standard requests: passes, subscriptions, bookings, members, invoices to members, branded app how-to, payment status.

1. Clean escalations

• When a case needs a decision or an investigation, you escalate it to Level 2 with everything they need. Once the case is escalated correctly, Level 2 owns the client and the conversation until it is closed.
• Cases that must wait for Level 2 or Account Management office hours: you tell the client when they will hear back, and you log a clear handover.

1. Handover at 15:00

• Leave the queue clean for the day team: no unanswered conversation older than your first-reply target, open cases annotated.

1. Feedback

• Flag recurring questions and missing help centre content, in particular what APAC clients ask that the help centre does not answer.

Boundaries

• Level 2 escalations owns payment cases, app cases, quality and bug cases.
• Account Managers own commercial conversations (contracts, upsells).

Success measures

• Fin handoffs picked up within 15 minutes; first reply within 4 staffed hours.
• Overnight queue cleared by 09:00 on a normal day.
• About 400 conversations a month at full productivity (from month 4).
• CSAT at 4.4 or above.
• No conversation that asked for a person closed without a reply.

First 90 days

• Month 1: product training and shadowing on the day shift (09:00 to 18:00); first conversations with review.
• Month 2: move to the 06:00 shift alongside the current morning-shift specialist; autonomous on standard requests in English.
• Month 3: close to full productivity and on the quality bar; you can hold the morning alone when your shift partner is off.

Profile

Must have

• 1+ year in customer support, ideally for software.
• Native or fluent English; good written French or Spanish is a plus.
• Available for a fixed 06:00 start, Monday to Friday, long term.
• Clear, warm writing; patient with clients under pressure.
• Comfortable learning a product in depth and working the first hours with a small team.

Nice to have

• Fitness or wellness background; Intercom; experience with APAC or UK clients; a third language.

What We Offer

🤖 AI-powered, from day one

Your own Claude account and a monthly AI tools budget.

🩺 Your health comes first

Alan health insurance fully covered by bsport · DKV dental · mental health support · paid sick leave.

🧘 Move like the people we serve

Wellhub access to thousands of gyms, studios and wellness apps.

💳 Get more from your pay

Alan Flex: pay meals, transport and nursery from your gross salary, tax-free.

☀️ A great place to work, live and connect

Office on Passeig de Gràcia · 1 remote day/week + 15 extra days/year · Summer Fridays in August · an international team across Europe, the US and APAC.

We believe diversity makes us stronger and are committed to creating an inclusive workplace where everyone can do their best work.

If you require accommodations during the application or interview process, please inform us.