Weight Watchers is the global leader in science-backed weight management, offering an integrated support system built for the GLP-1 era that combines scientific expertise, medication, cutting-edge technology, and human connection. With more than 60 years of experience, Weight Watchers is the most studied commercial weight management program in the world, delivered through its No. 1 U.S. doctor-recommended weight-loss program. Its holistic, personalized approach also includes U.S.-based clinical interventions and access to GLP-1 medications when clinically appropriate, and a global network of coaches and community support. Since 1963, the company has led with science to deliver its members the personalized support they need to reach and sustain their goals. Members can access these solutions directly, or through Weight Watchers for Business’ full-spectrum platform for employers, health plans, and payers. In a landscape crowded with contradictory advice, isolating apps, and one-size-fits-all solutions, Weight Watchers offers a proven path forward that is rooted in research, grounded in empathy and designed to help every member feel better in their body and live a longer, healthier life.
Job Summary:
As a Member Support Specialist, you will be the voice of WeightWatchers Customer Care. Channeling a passion for wellness, customer service, and fluent communication in German, you will assist members through email and outbound phone support (as needed). In this role, you will answer incoming inquiries, personalize interactions, and provide expert guidance and motivation to help members navigate their program and achieve their health and weight loss goals.
This is a part-time role requiring 25 hours per week, with daily scheduled shifts within the hours of operation of 9:00am - 5:00pm EST.
Responsibilities:
- Brand Ambassadorship & Member Advocacy: Serve as the face of WeightWatchers (WW) for the German market, maintaining brand standards across all communications while taking ownership of member inquiries, handling high-stress situations with composure, and escalating issues to ensure full, prompt resolution.
- Member Engagement & Relationship Building: Deliver a best-in-class support experience by actively listening, displaying patience and empathy, and establishing personal rapport to understand members' personal wellness and weight health goals, providing tailored recommendations and encouragement.
- Problem Solving & Technical Support: Identify member needs through effective questioning, troubleshooting technical issues across digital tools and the mobile app with a sense of urgency, and delivering empathetic, personalized, and member-focused solutions.
- Product & Program Expertise: Maintain deep, expert knowledge of WeightWatchers programs, mobile app features, in-app experience, and studio offerings to effectively guide members and promote continuous learning and adaptability with new tools and program innovations.
- Retention & Growth: Leverage every member interaction to drive satisfaction, loyalty, brand advocacy, member referrals, and long-term engagement with the WW program.
- Compliance & Operational Standards: Adhere strictly to data protection and security procedures during all member interactions while consistently meeting performance metric targets for response time and quality.
Requirements:
- Language Proficiency: Must be fully fluent in German (written and verbal) with a strong grasp of grammar and tone. Professional proficiency in English is also required.
- Experience: 5+ years of experience in high-volume customer service or equivalent.
- Communication & Interpersonal Skills: Exceptional verbal, written, and active listening skills with strong "written empathy" to convey warmth, resolve issues, and build trust while maintaining a consistent brand voice.
- Adaptability & Mindset: Thrives independently and collaboratively in fast-paced environments, bringing emotional intelligence, resilience, and a flexible growth mentality.
- Organization & Work Ethic: Superior organizational and time management abilities with the flexibility to work evenings, weekends, and holidays.
- Technical Setup & Software Proficiency: Proficient in G-Suite, Microsoft Office, and web-based platforms (e.g., Zendesk, Salesforce); requires a high-speed internet connection (DSL, Cable, or Fiber).
- Education: HS Diploma or GED equivalent required.
Preferred Qualifications
- Proficient Dutch language skills, both written and verbal
Hourly salary may vary depending on, but not limited to: skills, experience, and location.
At WeightWatchers, our mission is to build a worldwide community connected by healthy habits. If that resonates with you, then we would love to talk. WeightWatchers values developing community within our employee population as well. We have a hybrid work environment to allow our employees to find the right work-life balance.
At WW, cultivating a diverse and inclusive workplace is a priority. We are committed as individuals, as an organization, and as fellow humans to advocate for and support our employees, our members, and our communities. We are proud to be an equal opportunity employer and do not discriminate on the basis of sex, race, color, creed, national origin, marital status, age, religion, sexual orientation, gender identity, gender expression, veteran status, or disability.
By agreeing to participate in our process, you agree that any information we collect is subject to our Privacy Policy.
RECRUITMENT SECURITY & FRAUD PREVENTION
At WeightWatchers, we prioritize the security of our candidates. To ensure you are communicating with a legitimate representative of our team, please keep the following security standards in mind:
- Verified Email Domain: All official correspondence from our recruiting team will originate from an @ww.com email address.
- Live Engagement: Our hiring process requires live interaction. We do not conduct interviews or extend employment offers solely through text message, chat apps, or automated email-only exchanges.
- Financial Integrity: WeightWatchers will never ask for any form of payment from a candidate. We will never send you a check with instructions to purchase equipment or "start-up kits" on our behalf.
- Secure Data Collection: Sensitive personal information (such as banking or identity tax info) is only requested through our official, secure onboarding portal after a formal offer has been extended, never during the interview phase.
Stay Vigilant: If you are contacted by someone claiming to represent WeightWatchers and the process deviates from these standards, please do not share any personal information. You can verify any open position by visiting our official careers page at https://job-boards.greenhouse.io/ww