About the role
Customer Service Operations Analyst
PERMANENT | FULL-TIME | AUCKLAND
Be a trusted expert within our global LES MILLS+ Customer Service team, solving complex customer challenges, supporting colleagues and improving how we deliver customer support.
- Be the go-to person for complex customer issues, escalations and technical investigations.
- Share your expertise through coaching, training and knowledge management.
- Help shape smarter customer service processes and AI-assisted ways of working.
About the role
We're looking for a Customer Service Operations Analyst to join our Customer Service team at Les Mills International.
This is a hands-on, experienced customer support role where you'll act as a key Tier 2 escalation point, helping colleagues resolve challenging customer enquiries and working closely with Marketing, Product, Engineering and other teams to investigate and resolve issues.
You'll support the smooth running of our global Customer Service operations, including managing escalations, coordinating customer-impacting incidents, maintaining support knowledge and providing operational coverage during busy periods or team absences.
You'll also play an important role in coaching colleagues, supporting training and quality assurance, and identifying opportunities to improve our processes and customer experience.
As we continue introducing AI-assisted customer support, you'll help ensure our team has the knowledge, guidance and processes needed to use these tools effectively and responsibly.
This is an individual contributor role offering opportunities to develop specialist expertise, influence improvements and work across the wider business.
Skills and experience you'll need
You'll bring solid hands-on customer service experience, excellent problem-solving skills and confidence dealing with complex customer situations. You're someone colleagues naturally turn to for guidance, who enjoys sharing knowledge and improving the way things work.
You will ideally have experience in the following:
- Handling complex customer enquiries and technical escalations, preferably in a digital product, SaaS or subscription environment.
- Using customer support platforms such as Freshdesk or Zendesk, with experience investigating and documenting issues using Jira or similar tools.
- Supporting colleagues through coaching, knowledge sharing, training and quality improvement.
- Working across teams to resolve incidents, improve processes and deliver better customer outcomes.
Experience with Confluence, knowledge management, operational reporting, AI-assisted customer support or automation would be advantageous.
We're looking for someone who is curious, collaborative and comfortable adapting as new technologies change how customer support is delivered.
About Les Mills
At Les Mills, unlocking and amplifying that inner drive to achieve our goals is something we’re not shy to say we’re great at.
Today, Les Mills International’s programmes are in 20,000 gyms in over 100 countries. Pair that with the boom of our digital subscription service LES MILLS+ (like Netflix for our workouts), and it’s an exciting time to be part of our global company. Our mission is simple: to create a fitter planet.
You don’t have to be a fitness fanatic to fit in here, but you can make a workout part of your workday. If you want to grow your professional career, Les Mills International could be the place for you. Our mission is simple: to create a fitter planet.
What’s in it for you
We operate as a flexible and hybrid workplace with a mix of working in the office and at home, supporting work-life balance. Whether that means working from home, going to the gym, or doing school drop-offs and pick-ups, we want our employees to feel comfortable working in an environment where they can thrive and feel empowered.
We offer some great benefits that include:
- Free gym membership and LM+ subscription
- 26 weeks full-pay primary parental leave
- Health insurance discount
- Company-wide connection opportunities
- Global mobility
- Dog-friendly office
- Volunteer day
- Free fresh fruit and snacks
We are a Gold Supporter of the Pride Pledge organisation, committed to providing a flexible, diverse and inclusive environment. We believe our people are the only way to help us work towards steep growth goals and industry-leading innovations. If you’re excited about this role, we encourage people of all backgrounds to apply, even if you don’t meet every requirement. We might have something waiting in the wings that you’d be perfect for. We value togetherness, support, equity and respect, and that begins with increasing diversity in our teams.
