Customer Support Representative
Job description
Customer Support Representative at Gymdesk, a gym management software company. The role involves answering customer questions by phone, chat, and email, troubleshooting account and technical issues, and ensuring customers get clear answers.
At a glance
- Employment
- Full-time · Independent contractor
- Work mode
- Remote · EMEA, APAC
- Languages
- English – fluent
What you'll do
- Answer customer questions by phone, chat, and email, handling a high volume of conversations each day (often 50 or more)
- Give clear, accurate answers about how Gymdesk works, in plain language that a busy gym owner can act on right away
- Follow up on open issues so every customer knows what is happening and what comes next
- Investigate and resolve technical and account-related issues, including billing, scheduling, member records, and settings
- Recognize when an issue needs more help, and escalate it to Engineering with clear steps to reproduce, screenshots, and customer impact
- Coordinate with Onboarding, Customer Integrations, and Sales when a question belongs with another team, so customers get a smooth handoff
- Keep accurate, complete ticket records in HubSpot, including the issue, steps taken, and outcome
- Tag recurring questions and bugs so the team can spot patterns
- Become an expert in Gymdesk, and keep up with new features and changes as they ship
- Suggest and help write help-center articles, saved replies, and templates that answer common questions faster
- Share customer feedback with the Support Team Lead, Product, and Engineering about what confuses or frustrates customers
What we're looking for
- 1–3 years of experience in customer support, customer success, or a similar customer-facing role
- Service-minded at heart; gets energy from helping people and takes pride in following through
- Patient and clear when explaining something technical; can walk a gym owner through a billing setting or a scheduling issue in plain, reassuring language
- Calm and organized at a fast pace, able to juggle many conversations and prioritize what matters most
- A curious troubleshooter who digs into the "why" behind an issue instead of stopping at the first answer
- A clear, professional communicator in writing, on the phone, and over chat, with fluent English
- Comfortable working through a CRM or ticketing system (such as HubSpot), Slack, and other remote-work tools
- A quick learner who enjoys becoming an expert in complex software
- Familiar with AI tools such as Claude or ChatGPT for drafting replies, summarizing conversations, or finding answers, and interested in using them thoughtfully
- Comfortable in a growing company where processes are still being built
Nice to have
- Experience in SaaS support
- Familiarity with HubSpot help desk or service pipelines
- Experience with billing or payments questions
- Experience serving fitness, martial arts, or wellness businesses
Your team
Customer Support team
Part of the wider Customer Success team; reports to the VP of Customer Success and the Customer Support Team Lead; works alongside Onboarding, Customer Integrations, Sales, and Engineering.
Apply
About Gymdesk
Category-leading gym management software
Gymdesk is category-leading gym management software, built for gym owners, martial arts school owners, and studio owners who want to run and grow their business. Thousands of fitness and wellness businesses run on Gymdesk, and it sits at 4.8 stars on Capterra.
Key facts
- Gym management software
- Thousands of fitness and wellness businesses run on Gymdesk
- 4.8 stars on Capterra
- Recently closed a $32.5 million growth investment from Five Elms Capital
Partners & customers