Engineer, Member Support Technology

ABOUT THE ROLE

As an Engineer on the Member Support Technology team, you will craft support solutions as part of every Member's Peloton experience. You’ll collaborate across the business to design member-focused processes and tools. We work end-to-end: anticipating needs and preventing problems and errors; leveraging automation and self-service capabilities appropriately; optimizing access by channel based on topic and resolution success; and building and implementing highly effective and efficient assisted service approaches. The ideal candidate is a highly analytical, creative, problem solver who is willing to constantly challenge the status quo in an effort to continuously improve the experience for our Members. 

YOUR DAILY IMPACT AT PELOTON

• Architect and implement agent workflows to create intentional and delightful interactions with our Member Support team ensuring standard work and continuous improvement at scale
• Recognize and solve gaps in our current Support design offering and optimize tools to craft optimal Member experiences and drive team efficiency. 
• Develop controls and risk mitigation strategies to ensure business continuity and prevent service failures 
• Work with multi-functional teams to communicate the voice of the Member and inform business owners the Member impact of proposed changes 
• Obsess over every touchpoint of the Member experience with a Members-First design
• Leverage data to set standards for Member effort and agent performance 

Required Qualifications 

• Experience coding with at least one scripted languages (Python, etc)
• 4+ years experience working in a scrum team 
• Administrator certified in CRM and CCAAS tools (e.g. Zendesk, Salesforce Service Cloud, Genesys Cloud) 
• Minimum 1 year of experience building integrations across contact center as a service (CCAAS) solutions to drive self-service
• Understanding of system architecture, data management, and integrations 
• Ability to translate business requirements to technical requirements and communicate outcomes to stakeholders 
• Excellent knowledge of data architecture, database design and data governance principles
• Excellent oral, presentation, and written communication skills 
• Ability to work collaboratively in a team environment 
• Excellent quantitative, analytical, and problem-solving skills 

Preferred Qualifications 

•  Working knowledge of IPaaS, SQL, relational databases, and BI tools 
• Six Sigma and/or ITIL experience 
• 2+ years of experience in a customer facing service role 
• Risk management, standards and policies formulation experience

Base Salary: $117,700.00  to $152,900.00

The base salary range represents the low and high end of the anticipated salary range for this position based at our New York City headquarters. The actual base salary offered for this position will depend on numerous factors including individual performance, business objectives, and if the location for the job changes. Our base salary is just one component of Peloton’s competitive total rewards strategy that also includes annual equity awards and an Employee Stock Purchase Plan as well as other region-specific health and welfare benefits.

As an organization, one of our top priorities is to maintain the health and wellbeing for our employees and their family. To achieve this goal, we offer robust and comprehensive benefits including:

• Medical, dental and vision insurance 
• Generous paid time off policy
• Short-term and long-term disability
• Access to mental health services
• 401k, tuition reimbursement and student loan paydown plans
• Employee Stock Purchase Plan
• Fertility and adoption support and up to 18 weeks of paid parental leave 
• Child care and family care discounts
• Free access to Peloton Digital App and apparel and product discounts
• Commuter benefits and Citi Bike Discount
• Pet insurance and so much more!

#LI-SS1

#LI-Remote