Customer Support Specialist

About the Role

We're looking for a Customer Support Specialist to be the first line of the PushPress customer experience. You are the person gym owners reach when something breaks, something is confusing, or something isn't working the way they expected. The job is straightforward to describe and hard to do well: respond fast, solve accurately, and leave every interaction better than you found it. This role sits inside the Core support queue in Intercom. You'll triage conversations, resolve what you can, escalate cleanly what you can't, and stay current on product changes so your answers reflect what's actually true today. We're prioritizing applicants in Pacific Time (no WA, CA, NY, or international).

What You'll Do

• 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• Validate support articles, macros, and bot responses — flag anything outdated or inaccurate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

What We're Looking For

• 1-2+ years in a customer support, customer success, or client-facing SaaS role
• Experience working in a chat-first support environment preferred
• 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

Nice to Have

• Fitness industry or gym management software experience
• Experience with support tooling like Intercom, Zendesk, or similar
• Ideal availability to work Sunday to Thursday

Benefits & Perks

• 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