Job opportunities in the Octopus Ventures portfolio

Octopus Ventures
Octopus Ventures

Customer Support Specialist (Member Experience)-Bilingual-Spanish



Customer Service
Phoenix, AZ, USA
Posted on Thursday, September 14, 2023

The Scoop

As a Member Experience Specialist, you'll have the opportunity to help launch a world-changing health & fitness company. You will be responsible for providing world-class guidance and support to our members, from answering inbound questions to delivering product education and technical support. If you have a knack for maximizing customer satisfaction and a passion for all things sports performance, fitness, and consumer tech, let’s talk!

About Us

Katalyst is the world’s most efficient workout. Our FDA-cleared training system and full-body suit use Electro Muscle Stimulation (EMS) to deliver specifically-tuned, low-frequency impulses to each of your major muscle groups. These impulses imitate the brain signals that cause your muscles to contract and significantly increase your muscle activity. When combined with simple, bodyweight movements, Katalyst multiplies the results of any exercise. The result is a complete, full-body workout in just 20 minutes, with no external weights or impact on your joints. Learn more at

Responsibilities include, but are not limited to:

  • Performing member support via email, phone, social, forums, and in-person, answering questions and delivering basic product education
  • Using consultative selling to help customers determine whether Katalyst is right for them
  • Onboarding new members via Zoom
  • Performing post-sale support, including basic tech support and triaging/escalating issues to other team members
  • Learning the industry to understand the products we offer on a technical level
  • Assisting in the implementation and maintenance of customer service tools to help us scale
  • Collaborating with members of other teams to find answers and be a resource to teammates
  • Advocating for customers by identifying trends and suggesting improvements to business processes, policies and products
  • Participate in local outreach and “pop-up” events as needed
  • Must be available for weekend hours when we shift to 24/7 support model

The ideal candidate will have:

  • 2-3+ years of experience in customer service, sales support, or personal training
  • Bilingual in Spanish and English
  • Experience developing rapport and personal relationships with customers
  • Excellent communication skills, both verbal and written, and professional, on-brand “presence” across communication channels including Zoom, phone, email and in-person
  • Ability to show up as a subject matter expert and trusted guide for our customers
  • Ability to quickly problem solve and triage issues, while knowing when to pull in experts
  • Baseline knowledge of topics like fitness, kinesiology and nutrition
  • Ability to adapt and thrive in a fast-paced, distributed environment where flexibility and teamwork are critical
  • Flexibility to work some weekends/evenings/mornings as team needs arise to ensure our customers have the best possible experience
  • Desire to learn, grow and take on additional responsibility
  • Proficiency with Zoom, Google Workplace, Gorgias, Shopify, and various social media platforms
  • 4 year degree preferred, though relevant experience can substitute

Bonus points for:

  • Advanced fitness or sports background and/or experience as a coach or personal trainer

The salary range for this role is $50,000 to $60,000.

This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and business needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.

At Katalyst, the health and well-being of our employees is of the utmost importance to us. We offer the following to all full-time employees:

  • 100% employer-paid medical, dental, vision, life and disability insurance and 50% employer-paid for all dependents.
  • 6 weeks of company-paid medical and family leave
  • 401k, including 4% company match
  • Company stock options
  • Flexible PTO

Katalyst is an equal opportunity employer and committed to creating an inclusive environment for all of our applicants. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.