Customer Support Representative

This is a fully remote position, open to applicants in Romania.

📋 Description

• Respond to customer inquiries via phone, chat, and email, managing a high volume of interactions each day, often exceeding 50.

• Provide clear and precise explanations regarding the functionality of Gymdesk in straightforward terms.

• Follow up on unresolved issues to keep customers informed about the status and next steps.

• Investigate and resolve issues related to technical support and accounts, including billing, scheduling, member records, and settings.

• Escalate problems to Engineering, including steps to reproduce the issue, screenshots, and the impact on customers.

• Collaborate with Onboarding, Customer Integrations, and Sales to ensure seamless transitions.

• Maintain comprehensive records in HubSpot tickets, documenting issues, actions taken, and outcomes.

• Identify patterns by tagging recurring questions and bugs.

• Become a knowledgeable expert in Gymdesk and stay updated on new features and changes.

• Propose and assist in creating help-center articles, saved replies, and templates.

• Relay customer feedback to the Support Team Lead, Product, and Engineering teams.

• Report directly to the VP of Customer Success and the Customer Support Team Lead.

• Collaborate with Onboarding, Customer Integrations, Sales, and Engineering teams.

• Gymdesk provides management software tailored for gym owners, martial arts school operators, and studio proprietors.

⛳️ Requirements

• 1–3 years of experience in customer support, customer success, or a related customer-facing position.

• Service-oriented mindset with a strong commitment to follow-through.

• Patient and articulate when explaining technical subjects.

• Calm and organized in a fast-paced environment, adept at managing multiple conversations and prioritizing tasks effectively.

• Inquisitive problem-solver who seeks to uncover the root causes of issues.

• Excellent professional communication skills in writing, by phone, and through chat.

• Proficiency in English.

• Comfortable using a CRM or ticketing system such as HubSpot, Slack, and other remote work tools.

• Quick learner who enjoys mastering complex software.

• Familiarity with AI tools such as Claude or ChatGPT for drafting responses, summarizing discussions, or locating information.

• Adaptable to a growing company where processes are still evolving.

• Nice to have: experience in SaaS support.

• Nice to have: familiarity with HubSpot help desk or service pipelines.

• Nice to have: experience handling billing or payment inquiries.

• Nice to have: experience serving fitness, martial arts, or wellness industries.

🏝️ Benefits

• Full-time contractor arrangement.

• 100% remote work opportunity.

• Work schedule from 9am to 5pm Eastern European Time (EET).

• Training provided on Gymdesk and support processes.

• Chance to be part of a tight-knit Support team within a growing Customer Success division.

• Opportunity for your work and ideas to gain visibility.

• Contribute to help-center articles, saved replies, and templates.

• Share customer feedback with Product and Engineering teams.