Customer Support Representative
New
G
GymdeskGym management software
Open to candidates in EMEA or APAC who can cover European hours. Not open to US-based candidates., Monday through Friday, covering 9am–5pm Eastern European Time (EET)ContractMiddle
Salary not disclosed
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Job Details
- Languages
- Fluent English
- Experience
- 1–3 years of experience in customer support, customer success, or a similar customer-facing role.
- Required Skills
- Customer SuccessHubSpotGoogle WorkspaceSlackTroubleshootingCustomer support
Requirements
- Have 1–3 years of experience in customer support, customer success, or a similar customer-facing role.
- Be fluent in English and communicate clearly in writing, by phone, and over chat.
- Explain technical issues in plain language.
- Stay calm and organized while handling multiple conversations and prioritizing work.
- Use a curious, systematic approach to troubleshooting.
- Be comfortable working with a CRM or ticketing system such as HubSpot.
- Be comfortable using Slack and other remote-work tools.
- Be familiar with AI tools such as Claude or ChatGPT for drafting, summarizing, or research.
- Learn complex software and keep up with product changes.
- Nice to have: SaaS support experience, HubSpot help desk or service-pipeline familiarity, billing or payments experience, or experience serving fitness, martial arts, or wellness businesses.
Responsibilities
- Answer a high volume of customer questions by phone, chat, and email.
- Explain how Gymdesk works in clear, practical language.
- Follow up on open issues and communicate next steps to customers.
- Investigate and resolve technical and account-related issues, including billing, scheduling, member records, and settings.
- Escalate issues to Engineering with reproduction steps, screenshots, and customer impact.
- Coordinate customer handoffs with Onboarding, Customer Integrations, and Sales.
- Maintain complete HubSpot ticket records, including issues, steps taken, and outcomes.
- Tag recurring questions and bugs to help the team identify patterns.
- Contribute to help-center articles, saved replies, and templates.
- Share customer feedback and recurring patterns with the Support Team Lead, Product, and Engineering.
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