Customer Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Specialist based in the United States. This role provides frontline support to customers using software solutions designed for the fitness and wellness industry. You will help businesses and their members overcome technical and operational challenges through responsive, thoughtful service. Working across phone, live chat, Zoom, and ticketing channels, you will troubleshoot issues and guide customers toward effective solutions. You will own customer concerns from initial contact through resolution, escalating issues when additional expertise is required. The role combines problem-solving, communication, empathy, and attention to detail in a collaborative SaaS environment. You will also contribute to knowledge resources and process improvements that strengthen the overall support experience. This is an opportunity for a customer-focused professional who enjoys helping people, learning technology, and making a measurable difference.

Provide high-quality first-level customer support across tickets, live chat, phone, and Zoom for a suite of software products. Diagnose and resolve customer issues using troubleshooting techniques, internal resources, and available documentation. Communicate clearly and empathetically with both technical and non-technical customers, adapting explanations to their level of understanding. Take ownership of customer issues through resolution, while recognizing when and how to escalate more complex matters to the appropriate internal teams. Keep customers informed about ticket status, next steps, and resolutions while maintaining timely and accurate service. Maintain detailed records of customer interactions, reported issues, troubleshooting steps, and resolutions. Create and update knowledge base articles and documentation to improve future service delivery and customer self-service. Serve as a liaison between customers, management, and internal teams to help improve the overall customer experience. Consistently work toward established live chat, response-time, and customer satisfaction targets. Contribute to a collaborative, customer-focused team culture and support additional initiatives as needed. Requirements College degree preferred, or up to one year of equivalent relevant experience. Previous customer service experience in a SaaS environment is preferred but not required. Experience within a fitness studio or familiarity with fitness management software is a plus. Strong troubleshooting, judgment, critical-thinking, and problem-solving abilities. Excellent written and verbal communication skills, with the ability to demonstrate empathy and professionalism in every interaction. Strong interpersonal skills and the ability to build productive relationships with customers and colleagues at all organizational levels. Comfort supporting both technical and non-technical users and explaining solutions clearly. Ability to manage multiple customer requests simultaneously while maintaining accuracy and attention to detail. Ability to remain calm and effective under pressure in a fast-paced customer-facing environment. Strong teamwork, accountability, and willingness to contribute beyond assigned tasks. Flexibility to work irregular hours when required and availability for any assigned weekday shift between 6:00 AM and 9:00 PM Central Time. Must be located in one of the eligible states: Arizona, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Iowa, Kansas, Kentucky, Massachusetts, Minnesota, Missouri, Nevada, New Hampshire, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, or Wisconsin. Benefits Full-time remote opportunity within eligible U.S. states. Consistent Monday–Friday schedule after completion of training. Scheduled eight-hour shifts within weekday operating hours. Opportunity to work in a collaborative SaaS environment serving the health, fitness, and personal training industry. Professional development through hands-on exposure to customer support, software troubleshooting, and cross-functional collaboration. Inclusive workplace committed to diversity, respect, and equal opportunity. Compensation determined based on relevant knowledge, skills, experience, market conditions, location, and internal equity. Opportunity to contribute to customer experience initiatives, documentation, and service improvements.

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