[Hiring] Tier 2 Support @Togetherwork

Role Description

Onsight Pro is a modern gym management platform built for climbing and fitness facilities, and we're actively growing our customer base by migrating gyms from our legacy platform. As that migration program scales, we need a dedicated support professional to own the customer experience from the moment a gym goes live — through onboarding, an elevated stabilization period, and into long-term ongoing support.

The Customer Support Specialist will serve as the primary point of contact for customers after they launch on Onsight Pro. In the near-term, this means guiding newly migrated customers through onboarding and training, managing a structured post-migration Hypercare period, and providing steady-state support as customers settle into day-to-day operations on the platform.

This is a role with real ownership and visibility. You'll be at the front line of the Onsight Pro customer experience at a pivotal stage in the product's growth.

What You’ll Do

• Customer Onboarding & Training (Near-Term Priority)
  • Conduct onboarding calls and training sessions with gym owners and front desk staff to walk them through key platform workflows.
  • Orient customers to core Onsight Pro features including check-in, point of sale, membership management, reporting, and integrations (Stripe, Smartwaiver).
  • Send follow-up documentation, workflow guides, and resources to support customers after training sessions.
  • Help customers build confidence and operational independence in the platform ahead of and immediately following go-live.
• Post-Migration Hypercare Support
  • Serve as the dedicated point of contact for customers immediately following their go-live.
  • Conduct regular check-in calls with customers to monitor stability, surface issues early, and maintain customer confidence.
  • Triage incoming issues, classifying them as bugs or feature requests and evaluating severity using established priority frameworks.
  • Create, document, and manage issue tickets, ensuring problems are clearly described, properly prioritized, and routed to the appropriate teams.
  • Communicate resolution timelines and status updates to customers throughout the fix cycle.
  • Coordinate internal validation of fixes before returning issues to the customer for confirmation.
  • Manage customer re-testing and officially close out resolved issues.
  • Transition customers from Hypercare to standard support when stability criteria are met.
• Defect & Issue Triage
  • Participate in regular defect triage meetings, bringing customer impact data and support ticket volume to prioritization discussions.
  • Track issues using established P1–P4 severity levels, escalating critical issues immediately and routing lower-priority items through standard channels.
  • Ensure support tickets are accurately linked to corresponding engineering issues for proper tracking and reporting.
• Ongoing Customer Support
  • Provide responsive, knowledgeable support to Onsight Pro customers after they exit the Hypercare period.
  • Handle inbound support inquiries related to platform workflows, billing, integrations, and general usage.
  • Identify trends in customer questions and issues, and surface patterns to the Product team to inform roadmap and documentation priorities.
  • Contribute to the development of support documentation, help articles, and internal runbooks.
• Customer Communication & Documentation
  • Communicate proactively and clearly with customers — in writing and over calls — across all phases of the customer lifecycle.
  • Document meeting summaries, decisions, and action items promptly after each customer interaction.
  • Build strong, trust-based relationships with customers during a period of significant change for their businesses.

Qualifications

• Experience in a customer-facing support, customer success, implementation, or training role, preferably in a SaaS or software environment.
• Strong written and verbal communication skills — you can translate technical concepts into plain language for small business owners, and business context into clear details for an engineering team.
• Comfort working with issue-tracking and support ticketing tools (e.g., Jira, Zendesk, or similar).
• An organized, process-oriented mindset; you can work within defined workflows while also helping to improve them over time.
• Ability to manage multiple customers simultaneously at different stages of their lifecycle — from onboarding through long-term support.
• A collaborative approach — you'll work closely with Migration, Product, and Engineering teams and need to be an effective bridge between them and the customer.
• Experience with Rock Gym Pro and/or the climbing industry.

Benefits

• Medical, dental, and vision insurance options.
• 100% Employer paid short/long term disability.
• Basic Life.
• 401(k) option with company match up to 4%.
• Flexible paid personal/vacation time built on mutual trust and accountability.
• 10 sick days annually.
• 10 company paid holidays.
• 6 weeks paid parental leave.
• Pet Insurance.
• Medical Travel Benefits.
• Infertility Benefits.
• Teladoc.
• Employee Assistance Program.
• Wellness Benefits & Engagement Platform.