Customer Support Representative

100% Remote | Full-time Contractor
Schedule: Monday through Friday, covering 9am–5pm Eastern European Time (EET)
Location: Open to candidates in EMEA or APAC who can cover European hours. Not open to US-based candidates.

About Gymdesk

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 we're proud to sit at 4.8 stars on Capterra. We recently closed a $32.5 million growth investment from Five Elms Capital, and we're building out the team to match.

About the Role

Our customers are small business owners. They are teaching classes, signing up new members, and running front desks, often all at once. When something in Gymdesk doesn't work the way they expect, they need a fast, clear answer from someone who knows the product and cares about getting it right.

The Customer Support Representative is that person. You will answer questions by phone, chat, and email, troubleshoot account and technical issues, and make sure every customer leaves the conversation with a clear answer or a clear next step. You will join our Customer Support team, part of our wider Customer Success team, and report to our VP of Customer Success and our Customer Support Team Lead. You will work alongside Onboarding, Customer Integrations, Sales, and Engineering.

At its heart, this role is about problem solving: answering customer questions, addressing their concerns, and troubleshooting issues until they're resolved.

Why This Work Matters

For most gym owners, Support is the part of Gymdesk they talk to most. Every conversation shapes how they feel about the product and about us.

• For our customers, a quick, accurate answer means billing runs on time, classes stay booked, and they can get back to their members.

• For their members, many of the issues you solve are ones members feel directly: a payment that didn't go through, a class they couldn't book, an app that won't log in.

• For Gymdesk, customers who feel well supported trust the product more, use more of it, and stay with us longer. What you hear also helps Product and Engineering decide what to fix next.

This role is where a customer's question turns into confidence in Gymdesk.

What You'll Own

Customer conversations

• 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.

Troubleshooting and escalation

• 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 instead of a runaround.

Records and knowledge

• 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.

Improving the experience

• 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 Success Looks Like

Success in this role means customers feel heard, get accurate answers quickly, and come away more confident in Gymdesk. Here is what we hope your first few months look like:

• First 30 days: Comfortable with Gymdesk's core features. Handling chat and email conversations with support from the team. Escalations written clearly and completely.

• 60 days: Handling phone, chat, and email independently at a steady daily volume. HubSpot ticket records current and complete. Comfortable knowing what to solve and what to escalate.

• 90 days: A go-to resource on the team for common issues. Contributing saved replies or help-center updates. Sharing patterns from customer conversations with Product and Engineering.

Who You Are

• 1–3 years of experience in customer support, customer success, or a similar customer-facing role.

• Service-minded at heart. You get energy from helping people, and you take pride in following through.

• Patient and clear when explaining something technical. You 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; or experience serving fitness, martial arts, or wellness businesses.

Tools You'll Use

HubSpot, Slack, Google Workspace, phone and chat support tools, and AI tools for drafting replies, summarizing conversations, and research. We will train you on Gymdesk and our support processes.

Why This Role

You will join a close-knit Support team within our growing Customer Success team, so your work and your ideas will be seen. Every conversation you handle is a gym owner who gets back to running their business, and every pattern you spot helps make Gymdesk better for thousands of customers.

If you think you'd be a good fit, we'd love to hear from you.