Note: The job is a remote job and is open to candidates in USA. PushPress is an AI-powered gym management platform for boutique fitness businesses. The Customer Support Specialist serves as the first line of customer experience by responding to Core client chats, troubleshooting issues, maintaining support quality, and escalating unresolved conversations. The role also involves keeping support knowledge current and collaborating with L1 and L2 teammates.
Responsibilities
- Respond to incoming chats in Intercom for Core clients with speed and accuracy
- Triage each conversation: resolve what you can, escalate cleanly what you cannot
- Follow up on snoozed and pending conversations so nothing falls through
- Maintain queue hygiene and response time standards throughout your shift
- Validate support articles, macros, and bot responses -- flag anything outdated or inaccurate
- Stay current on product changes and releases so your answers reflect what is actually true today
- Identify recurring patterns and surface trends to the Support Lead with specifics
- Collaborate with L1 and L2 teammates to share context and close gaps
- Hand off escalations with full context so customers don't have to repeat themselves
Skills
- 1-2+ years in a customer support, customer success, or client-facing SaaS role
- Fast, clear written communicator -- can explain a technical issue in plain language under time pressure
- Highly accountable and self-driven; owns a conversation from open to closed without being chased
- Strong troubleshooter -- comfortable working through a problem without a complete playbook
- Detail-oriented; accurate under volume, not just when it's quiet
- Comfortable learning new software quickly; experience with Zoom, Slack, and Intercom a plus
- Comfortable utilizing AI to automate workflows and create leverage in your day-to-day
- Pacific Time availability required
- Fitness industry or gym management software experience
- Experience with support tooling like Intercom, Zendesk, or similar
- Experience working in a chat-first support environment preferred
- Ideal availability to work Sunday to Thursday
Benefits
- Equity Incentive Plan
- Flexible Paid Time Off (and Public Holidays)
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (Company Sponsored 401k with Match)
- Life Insurance
- Family Leave (Maternity, Paternity)
- Work From Home Stipend
- Wellness Stipend
Company Overview