[Hiring] Customer Support Representative @Gymdesk

Role Description

The Customer Support Representative is that person who answers questions by phone, chat, and email, troubleshoots account and technical issues, and ensures every customer leaves the conversation with a clear answer or a clear next step.

• Handle a high volume of customer conversations each day (often 50 or more).
• Provide clear, accurate answers about how Gymdesk works, in plain language.
• Follow up on open issues so every customer knows what is happening and what comes next.
• Investigate and resolve technical and account-related issues, including billing, scheduling, member records, and settings.
• Escalate issues to Engineering with clear steps to reproduce, screenshots, and customer impact.
• Coordinate with Onboarding, Customer Integrations, and Sales for smooth handoffs.
• Keep accurate, complete ticket records in HubSpot.
• Tag recurring questions and bugs to help the team spot patterns.
• Become an expert in Gymdesk and keep up with new features and changes.
• Suggest and help write help-center articles, saved replies, and templates.
• Share customer feedback with the Support Team Lead, Product, and Engineering.

Qualifications

• 1–3 years of experience in customer support, customer success, or a similar customer-facing role.
• Service-minded with a passion for helping people.
• Patient and clear when explaining technical issues.
• Calm and organized in a fast-paced environment.
• Curious troubleshooter who digs into the "why" behind issues.
• Clear, professional communicator in writing, on the phone, and over chat, with fluent English.
• Comfortable working through a CRM or ticketing system (such as HubSpot), Slack, and other remote-work tools.
• Quick learner who enjoys becoming an expert in complex software.
• Familiar with AI tools such as Claude or ChatGPT.
• Comfortable in a growing company where processes are still being built.

Requirements

• Experience in SaaS support.
• Familiarity with HubSpot help desk or service pipelines.
• Experience with billing or payments questions.
• Experience serving fitness, martial arts, or wellness businesses.

Benefits

• 100% Remote work.
• Full-time Contractor position.
• Flexible schedule covering 9am–5pm Eastern European Time (EET).