Customer Support Specialist (B2B SaaS) to $2500 Offline

Location: Fully Remote +/- 4 Hours of GMT
Employment Type: Full Time Contract (Private Entrepreneur) 

About Gymflow: We've a small team of 7 fully remote people including the founder, that has build a modern solution for gyms and studios to launch, manage and grow their business. We focus on user experience and support to help primarily small and medium sized businesses. 

Operating in production for 4+ years now, we have clients in 9 countries but primarily USA, UK and AUS. Our team is mostly engineers focused on improving product and we have a mix of people from Ukraine, Portugal and Australia.

In this position you will be working directly with the founder who has been managing the customer service process to date, a great opportunity for quick learning. 

Key Responsibilities:

• Customer Support Excellence: Provide timely, empathetic, and professional support to our customers via email, chat, and video call, ensuring high satisfaction and rapi issue resolution.
• Problem Solving & Troubleshooting: Diagnose and resolve software-related queries; collaborate with product and development teams to escalate and address complex technical issues.
• Customer Onboarding & Training: Guide new clients through platform setup, offering virtual training and resources to help them get the most out of Gymflow’s features.
• Process Improvement: Identify common customer pain points and suggest improvements to our support processes, knowledge base, and product functionalities.
• Relationship Building: Develop strong relationships with customers by delivering proactive outreach, regular check-ins, and tailored recommendations for platform optimisation.
• Cross-Functional Collaboration: Work closely with sales, marketing, and product teams to share customer feedback, brainstorm solutions, and refine overall customer journey.
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Requirements:

• Experience: Minimum of 3 years in a customer service or support role, preferably within a B2B SaaS environment.
• Language Proficiency: Expert/Advanced English language skills without exception—both spoken and written—to effectively communicate with an international client base.
• Technical Aptitude: Comfortable navigating digital tools (CRM systems, ticketing platforms, etc.) and quickly learning new software applications.
• Problem-Solving Mindset: Ability to think critically and creatively to provide effective, customer-focused solutions.
• Excellent Communication: Strong interpersonal skills; able to explain complex topics in a concise, straightforward manner.
• Team Player: Willingness to collaborate in a fast-paced environment, and take ownership of their duties.

Application Process: 

Applications will be screened for suitability and suitable candidates invited to a 30 minute call with the founder to discuss your approach to customers support and talk through experience and see if there is a fit.

Applications passing this round will be asked to complete a small task that should take 1-2 hours maximum.

There may be a final call to make a final select in the case there are multiple candidates and offers will be sent out after this.

The role is expected to be hired within 14 days.

Join Gymflow and help us redefine the fitness industry—one exceptional customer experience at a time. We look forward to meeting you!