Escalation Manager

Application: TNV Method by Tanvi Parikh Fitness is a global fitness platform. We combine lifestyle management solutions (Nutrition, Mindset, Exercise and more) with personlized coaching to help our customers track, reverse and manage chronic health conditions. About the role: - Profile - Escalation Fitness Manager - Role - Full-time - Grade - Manager - Experience - 3+ years - Salary band - INR 70,000 - INR 85,000 per month (in-hand) - Location - 100% Remote - Work Shift: Mon-Sat, 6:30 a.m. - 12:30 p.m. IST and 7:00 p.m - 10:00 p.m IST As a Fitness Manager at TNV Method, your role is multifaceted and involves two main responsibilities: helping clients achieve their health and fitness goals through our comprehensive approach, products, and services, and providing customer service support to leads, existing clients and help coaches retain clients . To fulfill these responsibilities, you will work on building strong relationships with team members, personal training clients, and members, as well as leading through action and influence by demonstrating the systems, processes, and behaviors required for success. Additionally, you will motivate your team to grow and develop through education and personal development, and embody the values of TNV Method - fun, passion, inclusivity, and teamwork. Required Qualifications: - Has an exceptional work ethic & management of coaches - Degree/certificate in Nutrition/Dietetics/Fitness - Experience with Customer Service & Client retention - At least 3 years of experience as a fitness coach - Leadership and/or management experience is preferred - Prior experience recruiting, onboarding and developing new personal trainers - Effective communication, interpersonal and public speaking skills - Motivated self-starter and team player - Professional, punctual and organized - Excellent communication skills with expert-level fluency in English - A highly driven self-starter, with very strong ownership of their work - Ability to consistently live our Core Values of Caring, Happiness, Integrity, Peak Attitude, Passion, Personal Fitness, and Trust. Key Responsibility Areas: - Providing guidance and support to coaches to help them effectively deliver training and coaching to clients as per company standards. - Reply to queries from potential customers and existing clients on support channels. - Hit monthly sales targets and deliver reports to management - Quality check for personalized plans built by coaches as per guidelines. - Monitoring coaches' schedules and ensuring that they are meeting all required commitments, including client appointments and standup updates to management. - Handling difficult coaches or clients as needed, including addressing performance or behaviour issues and providing support to resolve any problems. - Conducting regular check-ins with coaches to provide feedback and support, and to identify any areas where they may need additional assistance. - Assisting coaches with maintaining accurate records of clients' progress and handling any administrative tasks as needed. - Providing training and development opportunities to improve coaches' technical and soft skills, as well as their understanding of the company's policies, procedures, and culture. - Act as the point of contact for coaches and communicate with the management regarding coach's performance, client's feedback and the overall team's performance. - Building a positive and supportive team culture to encourage coaches to share their best practices, exchange ideas, and provide support to each other. - Evaluating and providing feedback on coaches' training sessions, calls, and communications and provide constructive feedback. Additional Responsibilities: - Providing coaching and development opportunities to help coaches grow and improve their skills. - Collaborating with other team members and fitness professionals to ensure that coaches have the resources and support they need to be successful. - Staying informed about the latest trends and best practices in the online fitness and coaching industry and sharing this knowledge with the team. Application: