Job Openings Subject Matter Expert

About the job Subject Matter Expert

Job Summary: The SME for the Fitness Project serves as the operational and product/process expert in all matters related to the clients fitness brand. This role ensures that frontline agents are equipped with accurate knowledge and best practices to deliver exceptional customer experiences whether resolving billing inquiries, assisting with fitness app usage, handling membership issues, or answering wellness-related questions. The SME bridges the gap between operations, training, and quality to maintain high performance, accuracy, and customer satisfaction.

Essential Duties & Responsibilities:

  • Act as the go-to expert on all client products, services, tools, and SOPs specific to the fitness brand.
  • Support the nesting and production floor by assisting agents in real time with complex questions or escalations.
  • Conduct side-by-side coaching, huddles, and refreshers to ensure agents remain aligned with process updates and quality standards.
  • Provide feedback to training and quality teams on recurring knowledge gaps or process challenges.
  • Collaborate with the client and internal departments to understand and cascade updates, promotions, and new product launches.
  • Participate in calibration sessions, client meetings, and performance reviews.
  • Monitor and analyze key metrics (AHT, CSAT, FCR, QA scores) to proactively recommend improvements.
  • Assist in training delivery or curriculum validation, especially during launches or process changes.

Requirements:

  • 2+ years BPO experience, ideally with customer service or tech support in a fitness, wellness, or lifestyle brand.
  • At least 6 months experience as an SME, QA, Trainer, or Team Lead.
  • Strong knowledge of customer service metrics and tools.
  • Passion for fitness, wellness, or digital health apps is a plus.
  • Excellent English communication (spoken and written); bilingual skills a bonus.
  • Comfortable presenting, coaching, and leading discussions with frontline agents and stakeholders.
  • Strong analytical skills; able to identify trends and create solutions.
  • Soft Skills:
  • Empathetic and motivational communicator.
  • Tech-savvy, especially with mobile apps, fitness trackers, or digital platforms.
  • Calm under pressure and solutions-driven.
  • Highly organized, with an eye for detail and consistency.