About ClassPass
Founded in 2013, ClassPass is transforming the fitness and wellness industry by connecting people to thousands of gyms, fitness studios, salons and spas through one intuitive app.
Members have booked more than 100 million hours of classes, spanning yoga to spin to spa treatments. The female-founded company reached unicorn status in 2020 with a $1 billion valuation, becoming one of the world’s best-known names in wellness technology.
With such rapid international growth came a familiar challenge: maintaining world-class customer experience while scaling operations, especially during high-demand seasons.
The challenge
At the start of each year, ClassPass experienced a sharp surge in new memberships and support requests. Their internal CX team needed an extension that could scale rapidly, uphold KPIs, and integrate seamlessly with existing systems.
Key requirements included:
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Rapid scalability – build a 24/7 follow-the-sun team in multiple time zones to handle seasonal demand.
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Tiered expertise – manage both Tier 1 and Tier 2 inquiries across chat and email.
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Operational reliability – maintain ClassPass’s high standards for first-response times and resolution rates.
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Secure infrastructure – ensure all remote operations met enterprise data-security expectations.
The solution
Influx built a high-performing CX team designed for speed, quality and flexibility.
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Team setup: 66 dedicated CX agents and 10 rotating specialists providing round-the-clock coverage across three global regions.
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Onboarding: completed in just six days (beating the 14-day estimate) while simultaneously clearing an 11,000-ticket backlog.
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Infrastructure: secure work-from-home connections and unified QA systems ensured full compliance and visibility.
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Ongoing management: workforce management, analytics and performance coaching embedded into operations from day one.
“We absolutely crushed our year over year SLAs, responding to customers quicker than ever before. The Influx team was flexible, agile, accommodating, and reliable. We were honoured to work alongside such dedicated and committed team members.
We couldn’t have had such a successful Q1 without Influx’s help.”
Shannon Vilmin
Vendor Operations Specialist, ClassPass
The results
With Influx in place, ClassPass achieved operational performance that exceeded every target:
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250,000+ tickets resolved per month
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89% single-touch resolutions
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49% reduction in first-response time
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6-day onboarding vs 14-day target
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100% 24/7 coverage across three regions
About Influx.com
Influx builds full service support teams that flex and scale monthly, enabling companies to deliver fast, high-quality support experiences, 24/7.
Ready to try Influx? Contact sales.
