Customer Service Representative

About the RoleWe're looking for a customer-obsessed Product Support Specialist to serve as the primary point of contact for users of our wellness technology platform. In this role, you'll help customers troubleshoot issues, understand product features, and get the most value out of our solutions.This is an ideal position for someone who loves problem-solving, communicating with users, and working closely with product and engineering teams to improve the customer experience.What You'll DoProvide front-line support to customers via phone, email, and chatTroubleshoot issues related to account setup, device usage, scheduling, integrations, and platform functionalityDocument, escalate, and track technical issues while ensuring customers feel supported throughout the processWalk customers through how-to steps, configuration questions, and best practicesCollaborate with internal teams to identify product bugs, feature requests, and recurring customer pain pointsMaintain accurate records in the support system and contribute to knowledge base articlesSupport onboarding for new customers and ensure they have a smooth adoption experienceDeliver a consistently positive, empathetic, solution-driven customer interactionWhat You Bring2+ years of customer support, product support, or technical support experienceStrong troubleshooting abilities and comfort learning new software and devicesExcellent written and verbal communication skillsHigh attention to detail and the ability to manage multiple tickets at onceA customer-first mindset and the ability to stay calm under pressureExperience with support tools (e.g., Zendesk, Freshdesk, HubSpot, Intercom) is a plusFamiliarity with wellness, fitness, scheduling platforms, or device-based technology is helpful but not required