Customer Onboarding & Support Specialist

🚀 About Gymflow Gymflow is an founder led bootstrapped SaaS platform built for modern gym and fitness studio owners. We help automate everything from bookings and payments to member communication and access control. We're on a mission to make fitness businesses run smoother and grow faster. We’re a fully remote company with 9 high performing team members spread all over Europe. We’re looking for someone to join our passion for building outstanding products and helping small business owners. 💼 The Role We’re hiring a Customer Onboarding & Support Specialist to: Help new clients get set up and confident using Gymflow Solve support tickets with empathy and clarity Create documentation that reduces repeat questions Occasionally run product demos that close deals You’ll be joining a small, focused team where your impact is immediate and visible. 🎯 What You’ll Be Responsible For Client Onboarding & Training (40%) Run kickoff calls, deliver screen-share training, and guide customers from signup to first successful booking/payment. Customer Support (30%) Handle tickets via Intercom, troubleshoot issues, escalate bugs, and follow up proactively. Support Documentation (15%) Turn repeated questions into crisp, helpful articles, screenshots, and video tutorials. Product Demos (10%) Occasionally run live demos for prospective customers—focused on solving their business pain, not pitching features. Voice of the Customer (5%) Flag product issues, trends, and friction points to the engineering and product teams. 🧠You’re a Fit If You Have... 2+ years in SaaS onboarding, support, or customer success Excellent written and spoken English —clear, friendly, and professional Experience leading screen-share trainings or live product walkthroughs Have excellent technical comprehension and can quickly understand how systems work and recommend solutions for client needs. A process-oriented mindset—you look for ways to document, systemise, and improve Comfort troubleshooting basic app issues (logs, browser tools, settings, APIs) 🌟 Nice-to-Haves Familiarity with CRMs, Stripe, Zapier, or fitness industry tools Experience working with Intercom, Notion, Linear, and Loom Previous experience working in a fast-growing tech startup or B2B SaaS environment Links to help docs, demo videos, or customer education content you’ve created 🛠Tools We Use Intercom · Notion · Loom · Linear · Stripe · Slack · Google Meet · Featurebase 📈 What Success Looks Like in Year One You’re leading new client onboarding and cutting time to value 95%+ CSAT score across 200+ tickets/month Knowledge base content deflects >50% of common queries Product demos convert 25%+ of leads Weekly product feedback from customers results in measurable improvements 📍Location & Compensation Remote across Canada in the Eastern (preferred) or Central Time zones Salary: CAD $60,000 – $85,000 depending on experience Full-time employee or long-term contractor (preferred) Please mention the word **DREAMLAND** and tag RMjYwMDoxNzAwOjcyYTA6YjgwOjE4MTc6MmU2YjoyYjc2OjQyOWQ= when applying to show you read the job post completely (#RMjYwMDoxNzAwOjcyYTA6YjgwOjE4MTc6MmU2YjoyYjc2OjQyOWQ=). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.