Customer Onboarding & Support Specialist

Customer Onboarding & Support Specialist - Gymflow

About Gymflow:

Gymflow is a fully remote SaaS platform empowering modern gym and fitness studio owners to streamline operations and accelerate growth. We are a passionate team of 9 individuals spread across Europe, dedicated to revolutionizing the fitness industry.

About the Role:

We are seeking a Customer Onboarding & Support Specialist to join our growing team. In this role, you will be the first point of contact for new clients, guiding them through the onboarding process and ensuring a seamless transition to Gymflow. You will also be responsible for providing ongoing customer support, troubleshooting issues, and contributing to our knowledge base.

Responsibilities:

• Client Onboarding & Training (40%): Lead new clients through the signup process, configure their accounts, and provide comprehensive training on Gymflow's features and functionalities.
• Customer Support (30%): Respond to customer inquiries via email and chat, troubleshoot technical issues, and escalate complex problems to the appropriate team.
• Support Documentation (15%): Create clear and concise articles, screenshots, and video tutorials to assist customers in using Gymflow effectively.
• Product Demos (10%): Conduct live product demonstrations for prospective customers, showcasing Gymflow's capabilities and benefits.
• Voice of the Customer (5%): Gather customer feedback and identify recurring issues or trends to share with the engineering and product teams.

Qualifications:

• 2+ years of experience in SaaS onboarding, support, or customer success.
• Excellent written and spoken English.
• Proven ability to lead screen-share trainings or live product walkthroughs.
• Strong technical comprehension and troubleshooting skills.
• Process-oriented mindset with a focus on documentation and improvement.

Compensation:

• CAD $60,000 - $85,000 per year, depending on experience.
• Full-time employee or long-term contractor (preferred).
• Remote work across Canada in Eastern or Central Time zones.

Qualifications

We are looking for a passionate and experienced Customer Onboarding & Support Specialist to join our growing team at Gymflow.

Required:

• Minimum 2 years of experience in SaaS customer onboarding, support, or customer success.
• Proven ability to guide clients through the onboarding process, ensuring a smooth transition and successful adoption of the platform.
• Excellent written and verbal communication skills in English, with a focus on clear and concise communication.
• Experience leading screen-share trainings or live product walkthroughs.
• Technical aptitude with the ability to troubleshoot basic app issues and understand technical concepts.
• Strong process orientation and a commitment to documenting and improving processes.

Bonus Points:

• Experience working with fitness industry software.
• Familiarity with Zendesk or similar helpdesk software.
• Experience creating support documentation, including articles, screenshots, and video tutorials.

Key Responsibilities:

Client Onboarding (40%):

• Guide new clients through the Gymflow platform, ensuring a smooth transition from signup to their first successful booking or payment.
• Conduct personalized onboarding sessions, explaining key features and functionalities.
• Develop and maintain onboarding materials, including tutorials and FAQs.

Customer Support (30%):

• Respond to customer inquiries via email, chat, and phone, providing timely and effective solutions.
• Troubleshoot technical issues and escalate complex problems to the appropriate team.
• Maintain a comprehensive knowledge base of Gymflow features and functionalities.

Documentation & Training (15%):

• Create and update user-friendly documentation, including articles, screenshots, and video tutorials.
• Develop and deliver training materials for internal and external audiences.
• Continuously improve support documentation based on customer feedback and usage data.

Product Demos (10%):

• Conduct live product demonstrations for prospective customers, highlighting Gymflow's key benefits and features.
• Tailor demos to specific customer needs and pain points.
• Follow up with potential clients after demos to answer questions and address concerns.

Customer Feedback (5%):

• Collect and analyze customer feedback, identifying trends and areas for improvement.
• Share insights with the engineering and product teams to inform product development and enhance the customer experience.

Gymflow Customer Onboarding & Support Specialist Hiring Workflow

1. Application Review: Candidates submit resumes and cover letters through the job portal. The AI agent screens applications based on required skills and experience.

2. Skills Assessment: Shortlisted candidates complete a brief online assessment testing their technical comprehension, troubleshooting abilities, and written communication skills.

3. Video Interview: Top performers participate in a pre-recorded video interview answering behavioral questions about customer service experience and problem-solving.

4. Live Demo & Training: Candidates conduct a live product demo showcasing their ability to explain Gymflow's features and functionalities. They also participate in a simulated onboarding session, demonstrating their training and guidance skills.

5. Final Interview: Finalists engage in a live interview with the hiring manager, discussing their experience, motivations, and fit within Gymflow's remote culture.

6. Reference Checks: Successful candidates undergo reference checks to verify their previous performance and work ethic.

7. Offer & Onboarding: The chosen candidate receives a formal job offer outlining compensation and benefits. Upon acceptance, a comprehensive onboarding process begins, integrating the new specialist into the team and Gymflow's operations.

About Gymflow

Gymflow is a fully remote SaaS platform empowering modern gym and fitness studio owners to streamline operations and accelerate growth.

We're a passionate team of 9 individuals spread across Europe, united by our mission to make the lives of fitness professionals easier. Our intuitive platform provides everything from automated scheduling and membership management to integrated payment processing and insightful analytics.

At Gymflow, we believe in fostering a collaborative and supportive environment where innovation thrives. We're committed to providing our customers with exceptional support and resources, ensuring they can focus on what they do best: helping their clients achieve their fitness goals.