Customer Support Representative - United States

Role overview Provide day-to-day support to studios, gyms, and wellness providers using software to run their business. You’ll own incoming questions from first contact through resolution, help customers manage operational issues, and share their feedback with teams that improve the product. Support is high volume and spans chat, email, and scheduled video calls.

Responsibilities - Handle customer interactions across chat, email, and scheduled video calls, building rapport and maintaining clear communication. - Investigate issues involving schedules, payments, migrations, integrations, and other business operations; confirm solutions and follow through to closure. - Manage multiple open conversations, prioritize urgent problems, and stay available during scheduled shifts. - Work with product, engineering, onboarding, and migration teams to solve issues, including cases without an established playbook. - Build knowledge of platform features and use AI-assisted internal tools where helpful, ensuring responses are accurate. - Share customer feedback and recurring issues with internal teams to improve features and reduce repeat contacts.

Requirements - One to two years of experience in customer support, a contact center, or customer-facing operations, ideally in a high-volume environment. - Strong written communication and the ability to explain complex issues clearly and warmly. - Ability to manage chat, email, and scheduled calls while prioritizing competing resolutions. - Sound judgment, organization, independence, and a practical approach to problem-solving. - Availability for weekend and/or overnight shifts; specific hours are discussed during hiring.

Nice to have Experience working in a wellness business and using related business software; familiarity with Intercom, Slack, Notion, or Google Workspace; comfort using AI-assisted tools; or a bachelor’s degree.

Benefits and work setup The non-exempt role pays $23–$27 USD per hour for a 40-hour work week; pre-approved hours above 40 are paid at 1.5 times the standard rate. Benefits include stock options, medical, vision, and dental coverage for U.S.-based employees, unlimited paid time off, a wellness reimbursement, and opportunities for advancement.