WHO WE ARE
If you ask us, we’re the perfect mix of athletes, entrepreneurs, engineers, and creatives. Our diverse backgrounds and shared values are what help make Hydrow great. Our mission is not just to create an amazing fitness experience, but a beautiful human experience - one that’s honest, inclusive, and positive.. Hydrow is the Live Outdoor Reality (LOR)™ rowing machine that delivers on-water experiences at home with workouts led by world-class athletes. At Hydrow, you’ll have the chance to shape a company that is disrupting the fitness industry while creating engaging content unmatched in the marketplace today. Sound exciting? That’s because it is!
Hydrow builds connected fitness equipment that combines high performance hardware, software, and immersive content to create a unique workout experience. Our newest strength product, LYQUID, is a connected strength platform built around a complex electromechanical system that combines motors, sensors, power electronics, and embedded
software.
As part of Hydrow’s customer experience team, you’ll support our members, dealers, and partners with day-to-day service needs. This role focuses on handling and following up on support cases, assisting with Tier 2 customer and technical inquiries via phone and email, and helping resolve issues in a timely, professional manner. You’ll also support basic administrative tasks like processing orders and keeping CRM records up to date, working closely with the broader team to ensure a smooth and positive customer experience.
Please note this role is 20 hours a week, part-time only. This role is not eligible for benefits.
IN THIS ROLE, YOU WILL
Answer and own the follow up on support cases.
Provide Tier 2 support for customer service and technical inquiries via phone & email
Troubleshoot and resolve escalated customer issues efficiently and professionally
Respond to commercial and dealer inquiries as well as end-consumers.
Process commercial orders accurately and manage related follow-up communications
Maintain detailed and accurate records in CRM systems
REQUIREMENTS
Previous experience in customer service or support roles
Strong written and verbal communication skills
Comfort handling customer interactions via phone and email
DESIRE EXPERIENCE USING
Salesforce
Netsuite
Stripe
Shopify
HOW WE WORK
Authentic and Inclusive: We embrace each and every one of our differences and celebrate our diversity. We commit to fostering a space where everyone belongs and is heard.
Nimble with Purpose: We are a fleet of speedy boats, instead of a barge. As pathfinders of positive change, we adapt our focus with ease when our purpose points us in a new direction
Resilient Teammates: We support our Hydrow teammates and members through challenges: technical, personal, or unexpected waves. We overcome the present obstacle and persevere together.
Hydrow is a community of innovators, risk-takers, and trailblazers who celebrate individual differences and recognize that unique perspectives make us stronger, smarter, and more successful. Hydrow actively seeks applicants who can bring a variety of experiences, perspectives, and backgrounds to the team. Hydrow provides equal employment opportunities to all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, sex, pregnancy, pregnancy-related condition, sexual orientation, marital status, religion, age, disability, qualified handicap, gender identity, results of genetic testing, military status, veteran status, or any other characteristic protected by applicable law.
Our team values diversity in experience and backgrounds—we do our best work when we create space for different voices and perspectives. Whatever unique experiences or skill sets you bring, we look forward to learning from each other.
