Job Description
Company Overview
Fitbit is a leading digital health and fitness company owned by Google, dedicated to helping people lead healthier lives through innovative wearables, software, and services. With millions of active users worldwide, Fitbit’s mobile app provides activity tracking, sleep analysis, personalized coaching, and community challenges. The company is expanding its support operations to deliver world‑class assistance to a growing, global user base.
Key Responsibilities
- Serve as the primary point of contact for Fitbit app users via chat, email, and phone, addressing inquiries related to account management, data synchronization, subscription services, and feature usage.
- Diagnose and resolve technical issues, escalating complex problems to engineering or product teams while maintaining clear communication with the customer.
- Document all interactions in the ticketing system, ensuring accurate categorization, priority assignment, and follow‑up.
- Contribute to the creation and maintenance of self‑service knowledge base articles, FAQs, and tutorial videos.
- Identify recurring pain points and collaborate with product, UX, and QA teams to propose improvements that enhance the overall user experience.
- Meet or exceed defined service level agreements (SLAs) for response time, resolution time, and customer satisfaction scores.
Required Qualifications
- Bachelor’s degree in Business, Communications, Computer Science, or a related field, or equivalent professional experience.
- Minimum 2 years of experience in technical support or customer service for consumer‑focused mobile applications.
- Proven ability to troubleshoot iOS and Android app issues, including synchronization with wearable devices.
- Strong written and verbal communication skills, with the ability to convey technical concepts in plain language.
- Proficiency with ticketing platforms (e.g., Zendesk, Freshdesk) and CRM tools.
- Demonstrated empathy, patience, and a customer‑first mindset.
Desired Skills
- Experience with health‑tech or fitness platforms, preferably Fitbit, Peloton, or MyFitnessPal.
- Familiarity with basic programming or scripting languages (e.g., SQL, Python) to extract logs or query data.
- Knowledge of privacy regulations such as HIPAA and GDPR as they apply to health data.
- Multilingual ability, especially Spanish or Mandarin, to support a diverse user base.
- Ability to work flexible hours, including occasional evenings or weekends, to align with global user activity.
Compensation & Benefits
- Annual base salary range: $68,000 – $94,000, depending on experience and location (San Francisco Bay Area market).
- Comprehensive health, dental, and vision insurance plans.
- 401(k) plan with company match.
- Generous paid time off and parental leave policies.
- Employee wellness stipend, fitness class credits, and discounted Fitbit devices.
- Professional development budget and opportunities for internal mobility within Google’s broader ecosystem.
How to Apply
Visit the Fitbit Careers portal, locate the “Health & Fitness App Support Specialist” posting, and submit your resume, a cover letter highlighting relevant support experience, and any applicable certifications. After submission, you will be prompted to complete an online assessment and, if selected, will be contacted by a recruiter to schedule an interview.
Fitbit is a leading digital health and fitness company owned by Google, dedicated to helping people lead healthier lives through innovative wearables, software, and services. With millions of active users worldwide, Fitbit’s mobile app provides activity tracking, sleep analysis, personalized coaching, and community challenges. The company is expanding its support operations to deliver world‑class assistance to a growing, global user base.
Key Responsibilities
- Serve as the primary point of contact for Fitbit app users via chat, email, and phone, addressing inquiries related to account management, data synchronization, subscription services, and feature usage.
- Diagnose and resolve technical issues, escalating complex problems to engineering or product teams while maintaining clear communication with the customer.
- Document all interactions in the ticketing system, ensuring accurate categorization, priority assignment, and follow‑up.
- Contribute to the creation and maintenance of self‑service knowledge base articles, FAQs, and tutorial videos.
- Identify recurring pain points and collaborate with product, UX, and QA teams to propose improvements that enhance the overall user experience.
- Meet or exceed defined service level agreements (SLAs) for response time, resolution time, and customer satisfaction scores.
Required Qualifications
- Bachelor’s degree in Business, Communications, Computer Science, or a related field, or equivalent professional experience.
- Minimum 2 years of experience in technical support or customer service for consumer‑focused mobile applications.
- Proven ability to troubleshoot iOS and Android app issues, including synchronization with wearable devices.
- Strong written and verbal communication skills, with the ability to convey technical concepts in plain language.
- Proficiency with ticketing platforms (e.g., Zendesk, Freshdesk) and CRM tools.
- Demonstrated empathy, patience, and a customer‑first mindset.
Desired Skills
- Experience with health‑tech or fitness platforms, preferably Fitbit, Peloton, or MyFitnessPal.
- Familiarity with basic programming or scripting languages (e.g., SQL, Python) to extract logs or query data.
- Knowledge of privacy regulations such as HIPAA and GDPR as they apply to health data.
- Multilingual ability, especially Spanish or Mandarin, to support a diverse user base.
- Ability to work flexible hours, including occasional evenings or weekends, to align with global user activity.
Compensation & Benefits
- Annual base salary range: $68,000 – $94,000, depending on experience and location (San Francisco Bay Area market).
- Comprehensive health, dental, and vision insurance plans.
- 401(k) plan with company match.
- Generous paid time off and parental leave policies.
- Employee wellness stipend, fitness class credits, and discounted Fitbit devices.
- Professional development budget and opportunities for internal mobility within Google’s broader ecosystem.
How to Apply
Visit the Fitbit Careers portal, locate the “Health & Fitness App Support Specialist” posting, and submit your resume, a cover letter highlighting relevant support experience, and any applicable certifications. After submission, you will be prompted to complete an online assessment and, if selected, will be contacted by a recruiter to schedule an interview.
Required Skills
- Health
- Fitness
- Support