[Remote] Customer Support Representative

Note: The job is a remote job and is open to candidates in USA. Togetherwork is a company that provides integrated software and financial solutions to various communities and organizations. They are seeking a Customer Support Representative to manage the customer experience, focusing on onboarding, stabilization, and ongoing support for their gym management platform, Onsight Pro.

Responsibilities

• Conducting onboarding calls and training sessions with gym owners and front desk staff to walk them through key platform workflows
• Orienting customers to core Onsight Pro features including check-in, point of sale, membership management, reporting, and integrations (Stripe, Smartwaiver)
• Sending follow-up documentation, workflow guides, and resources to support customers after training sessions
• Helping customers build confidence and operational independence in the platform ahead of and immediately following go-live
• Serve as the dedicated point of contact for customers immediately following their go-live
• Conduct regular check-in calls with customers to monitor stability, surface issues early, and maintain customer confidence
• Triage incoming issues, classifying them as bugs or feature requests and evaluating severity using established priority frameworks
• Create, document, and manage issue tickets, ensuring problems are clearly described, properly prioritized, and routed to the appropriate teams
• Communicate resolution timelines and status updates to customers throughout the fix cycle
• Coordinate internal validation of fixes before returning issues to the customer for confirmation
• Manage customer re-testing and officially close out resolved issues
• Transition customers from Hypercare to standard support when stability criteria are met
• Participate in regular defect triage meetings, bringing customer impact data and support ticket volume to prioritization discussions
• Track issues using established P1–P4 severity levels, escalating critical issues immediately and routing lower-priority items through standard channels
• Ensure support tickets are accurately linked to corresponding engineering issues for proper tracking and reporting
• Provide responsive, knowledgeable support to Onsight Pro customers after they exit the Hypercare period
• Handle inbound support inquiries related to platform workflows, billing, integrations, and general usage
• Identify trends in customer questions and issues, and surface patterns to the Product team to inform roadmap and documentation priorities
• Contribute to the development of support documentation, help articles, and internal runbooks
• Communicate proactively and clearly with customers — in writing and over calls — across all phases of the customer lifecycle
• Document meeting summaries, decisions, and action items promptly after each customer interaction
• Build strong, trust-based relationships with customers during a period of significant change for their businesses

Skills

• Experience in a customer-facing support, customer success, implementation, or training role, preferably in a SaaS or software environment
• Strong written and verbal communication skills — you can translate technical concepts into plain language for small business owners, and business context into clear details for an engineering team
• Comfort working with issue-tracking and support ticketing tools (e.g., Jira, Zendesk, or similar)
• An organized, process-oriented mindset; you can work within defined workflows while also helping to improve them over time
• Ability to manage multiple customers simultaneously at different stages of their lifecycle — from onboarding through long-term support
• A collaborative approach — you'll work closely with Migration, Product, and Engineering teams and need to be an effective bridge between them and the customer
• Experience with Rock Gym Pro and/or the climbing industry

Benefits

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401(k) option with company match up to 4%
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave
• Pet Insurance
• Medical Travel Benefits
• Infertility Benefits
• Teladoc
• Employee Assistance Program
• Wellness Benefits & Engagement Platform

Company Overview