Customer Support Representative

Customer Support RepresentativeLocation: RemoteOnsight 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) In the early stages of this role, you'll play an active part in getting newly migrated customers up and running on Onsight Pro. This includes:Conducting onboarding calls and training sessions with gym owners and front desk staff to walk them through key platform workflowsOrienting customers to core Onsight Pro features including check-in, point of sale, membership management, reporting, and integrations (Stripe, Smartwaiver)Sending follow-up documentation, workflow guides, and resources to support customers after training sessionsHelping customers build confidence and operational independence in the platform ahead of and immediately following go-liveAs the team grows, dedicated onboarding and training responsibilities will transition to a specialized role. In the interim, this will be a meaningful part of how you set customers up for success. Post-Migration Hypercare Support When a customer goes live on Onsight Pro, they enter a structured stabilization period called Hypercare - approximately six weeks of elevated, high-touch support designed to ensure a smooth and stable transition. As the primary owner of this period, you will:Serve as the dedicated point of contact for customers immediately following their go-liveConduct regular check-in calls with customers to monitor stability, surface issues early, and maintain customer confidenceTriage incoming issues, classifying them as bugs or feature requests and evaluating severity using established priority frameworksCreate, document, and manage issue tickets, ensuring problems are clearly described, properly prioritized, and routed to the appropriate teamsCommunicate resolution timelines and status updates to customers throughout the fix cycleCoordinate internal validation of fixes before returning issues to the customer for confirmationManage customer re-testing and officially close out resolved issuesTransition 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 discussionsTrack issues using established P1-P4 severity levels, escalating critical issues immediately and routing lower-priority items through standard channelsEnsure 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 periodHandle inbound support inquiries related to platform workflows, billing, integrations, and general usageIdentify trends in customer questions and issues, and surface patterns to the Product team to inform roadmap and documentation prioritiesContribute 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 lifecycleDocument meeting summaries, decisions, and action items promptly after each customer interactionBuild strong, trust-based relationships with customers during a period of significant change for their businesses What You Bring Experience in a customer-facing support, customer success, implementation, or training role, preferably in a SaaS or software environmentStrong 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 teamComfort 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 timeAbility to manage multiple customers simultaneously at different stages of their lifecycle - from onboarding through long-term supportA collaborative approach - you'll work closely with Migration, Product, and Engineering teams and need to be an effective bridge between them and the customerExperience with Rock Gym Pro and/or the climbing industryThe Company offers a comprehensive employee benefits program, including:Medical, dental, and vision insurance options100% Employer paid short/long term disabilityBasic Life401(k) option with company match up to 4%Flexible paid personal/vacation time built on mutual trust and accountability10 sick days annually10 company paid holidays6 weeks paid parental leavePet InsuranceMedical Travel BenefitsInfertility BenefitsTeladocEmployee Assistance ProgramWellness Benefits & Engagement PlatformSalary Range DisclosureThe base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.Salary RangeUS Remote: $50,000- $55,000 USD per yearInclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.Interview Process & ExpectationsOur interviews are designed to be interactive and conversational. Candidates are expected to respond based on their own experience and thinking during live interviews.To ensure a fair and consistent interview experience, the use of real-time AI tools or other external assistance to generate or guide interview responses is not permitted. Interviews are intended to reflect an individual's judgment, problem-solving approach, and communication.CCPA Disclosure Notice: Click Here