: Customer Support Agent (Technical)
14 Arrow St 4th Floor
Cambridge, MA 02138

Employee Testimonials

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Hydrow is looking for a Customer Support Agent (Technical) to join our team!

New to market, incredibly innovative and already recognized as one of the Boston Globe’s Top Places to Work, Hydrow is the Live Outdoor Reality (LOR)™ rowing machine that delivers on-river experiences at home with workouts led by world-class athletes. Engaging two times more of the body’s muscles than cycling (86%, in fact), Hydrow’s interactive technology delivers challenging virtual fitness programs, including On the Mat offerings like yoga and Pilates, from gorgeous locations around the world. 

Hydrow connects users with an entire community of fellow rowers, experiencing the rivers and waterways of the world together in synchrony. You, too, can be part of that community. 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. Sounds exciting? That’s because it is!

JOB OVERVIEW
Hydrow is looking for self-motivated Customer Support Reps who are passionate about helping others to join our Hydrow Customer Care team in our Cambridge, MA office. This is a unique opportunity to get in on the ground floor of a new company and help build the best possible support experience while maintaining the excellence our customers have come to expect. If you care about helping others, are patient, know your way around a computer, and are willing to roll up your sleeves to get things done, we want to hear from you!
 
We put customers front and center! We don’t just want to make customers happy. We want to surprise them with acts of kindness and understanding. At Hydrow, we subscribe to the fundamental notion that our customers deserve the best, and that is our measuring stick. We empower our Hydrow Support members to take care of our customers. There are no scripts or call-time restrictions. We believe our employees do their best work when they are able to be themselves, have fun, and most importantly, help others.
 
IN THIS ROLE, YOU WILL:
  • Answer customer inquiries on the phone, via email, and through social media
  • Troubleshoot technical issues, including software, hardware, and network connectivity concerns
  • Help customers manage their orders and deliveries
  • Educate potential customers about Hydrow and the Live Outdoor Reality experience
  • Take ownership of customer inquiries and act as a liaison between the customer and engineering teams
  • Identify opportunities to increase customer satisfaction and retention
  • Author Knowledge Base articles for customers and other support representatives
REQUIREMENTS
  • College degree and/or 2+ years of customer support experience, preferably in consumer electronics or fitness
  • Exceptional written and verbal communication skills
  • Ability to work Saturdays (required) and some evenings and holidays; the work week for this position is Tuesday - Saturday.
  • Capable of solving complex, technical tasks in creative and effective ways
  • Aptitude for building effective, positive relationships with customers of all ability levels
  • Experience with Zendesk, Hubspot, Salesforce, or similar CRM or support ticketing systems
  • Self-starter with an exceptional ability to identify knowledge gaps and work to learn what you don’t already know
  • A love for fitness and health
  • Have a passion for helping people
  • Success working in a fast paced environment
  • Experience in troubleshooting wireless communications, including home network and WLAN troubleshooting a plus.
REPORTS TO: Customer or Technical Support Manager
 
About Hydrow
 
Started in November 2017, Hydrow is growing by leaps and bounds. In fact, the company has received multiple rounds of major investments, bringing the Series A total to an impressive $52M - most recently led by L Catterton, the largest, most global consumer-focused private equity firm. Other investments include prominent names in sports and technology, including Rx3 Ventures (co-founded by Greenbay Packers Quarterback Aaron Rogers), Wheelhouse, The Raptor Group and The Yard Ventures. This funding will further fuel Hydrow's already impressive trajectory, focusing on content expansion and marketing outreach. The Hydrow experience will soon be promoted to hundreds of thousands of new customers. 

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, pregency-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.

Hydrow offers competitive salaries, benefits, and early stage equity.

Full-time

Employee Testimonials

Current Employee
Manager

Fun, productive working environment that's constantly growing and evolving. The team-centric environment is extremely productive and it's amazing to see all of the core parts of the company collaborate to achieve a common goal.

Current Employee
Director

Collaborative, dynamic and team-centric environment. Team members are dedicated, passionate and eager to take on new challenges. It's a compelling product with enormous potential, making it an incredibly exciting time to be a part of the organization. Start-up vibe -- high-energy, all-hands-on-deck mentality -- but guided by talented, highly-experienced (yet approachable) leadership.

Current Employee
Trainer

I have worked with Start ups before and the best part about working for Hydrow is that everyone on the team puts peoples' best interest first and foremost.
The team is experienced and supportive both personally and professionally.
The environment rewards hard/smart working people while being clear about targets. Company meetings every Friday to put everyone in different departments on the same page. Great food options for meetings and daily snacks/coffee.