Customer Support Representative

Gymdesk•Austin, TX

1d•Remote

About The Position

The Customer Support Representative helps Gymdesk customers—primarily small business owners running gyms, martial arts schools, and studios—use Gymdesk effectively. The representative answers questions by phone, chat, and email; troubleshoots account and technical issues; and follows up so customers receive clear answers or next steps. The role handles a high volume of customer conversations, often 50 or more per day, and covers billing, scheduling, member records, and settings. The representative documents issues and outcomes in HubSpot, identifies recurring questions and bugs, and escalates technical issues to Engineering with reproduction steps, screenshots, and customer impact. The role also coordinates handoffs with Onboarding, Customer Integrations, and Sales, contributes to help-center content and response templates, and shares customer feedback and recurring patterns with the Support Team Lead, Product, and Engineering. The representative becomes an expert in Gymdesk and keeps up with product changes. This is a fully remote, full-time contractor role for candidates in EMEA or APAC who can cover 9 a.m.–5 p.m. Eastern European Time, Monday through Friday. It is not open to US-based candidates. The representative joins the Customer Support team within Customer Success and reports to the VP of Customer Success and the Customer Support Team Lead.

Requirements

1–3 years of experience in customer support, customer success, or a similar customer-facing role.
Service-minded approach and commitment to following through.
Ability to explain technical topics patiently and clearly.
Ability to stay calm and organized at a fast pace, manage many conversations, and prioritize effectively.
Curiosity and troubleshooting skills, including willingness to investigate the causes of issues.
Clear, professional communication in writing, on the phone, and over chat; fluent English.
Comfort working with a CRM or ticketing system, Slack, and other remote-work tools.
Ability to learn quickly and become an expert in complex software.
Familiarity with AI tools such as Claude or ChatGPT for drafting replies, summarizing conversations, or finding answers, and interest in using them thoughtfully.
Comfort working at a growing company where processes are still being built.
Availability to work Monday through Friday, covering 9 a.m.–5 p.m. Eastern European Time.
Candidate must be located in EMEA or APAC; US-based candidates are not eligible.

Nice To Haves

Experience in SaaS support.
Familiarity with HubSpot help desk or service pipelines.
Experience handling billing or payments questions.
Experience serving fitness, martial arts, or wellness businesses.

Responsibilities

Answer customer questions by phone, chat, and email, handling a high volume of conversations each day.
Explain how Gymdesk works in clear, accurate, plain language.
Follow up on open issues and communicate what is happening and what comes next.
Investigate and resolve technical and account-related issues, including billing, scheduling, member records, and settings.
Escalate issues to Engineering with clear reproduction steps, screenshots, and information about customer impact.
Coordinate with Onboarding, Customer Integrations, and Sales to provide smooth handoffs when questions belong with another team.
Maintain accurate and complete HubSpot ticket records, including the issue, steps taken, and outcome.
Tag recurring questions and bugs so the team can identify patterns.
Learn Gymdesk and keep up with new features and changes.
Suggest and help create help-center articles, saved replies, and templates.
Share customer feedback and patterns with the Support Team Lead, Product, and Engineering.