Customer Support Specialist

About the opportunity

Via is supporting our client to recruit a Customer Support Specialist to join a growing software business. You'll be one of the first people customers speak to when they need help, whether they're experiencing a technical problem, have a question about the platform or simply need something explained clearly. This is a chat-focused support role where you'll take ownership of customer conversations from initial contact through to resolution. You'll troubleshoot problems, answer product questions and escalate more complex issues to the right team while making sure customers don't have to repeat themselves. It's a strong opportunity for someone with customer support, technical support or SaaS experience who enjoys solving problems and wants to work in a fast-moving technology environment.

What you'll be doing

• Respond to customer support conversations through Intercom
• Quickly understand customer questions and troubleshoot problems
• Resolve issues independently where possible and escalate more complex cases with clear supporting information
• Take ownership of conversations from initial contact through to resolution
• Follow up on outstanding cases so customers aren't left waiting
• Maintain fast, accurate and helpful responses during busy periods
• Keep up to date with product changes and new releases
• Identify outdated support articles, automated responses and help content
• Spot recurring customer problems and share useful trends with the wider support team
• Collaborate with other support specialists to resolve more complex issues
• Provide clear escalation notes so customers don't need to explain their problem multiple times
• Use AI and automation tools to work more efficiently where appropriate

What we're looking for

You'll ideally have:

• 1–2+ years' experience in customer support, customer success, technical support or another client-facing role
• Strong written communication skills and the ability to explain problems clearly
• Confidence troubleshooting customer or software issues
• Experience working in a fast-paced environment with multiple customer conversations
• A proactive approach and the ability to take ownership without needing constant direction
• Good attention to detail, even when dealing with a high volume of enquiries
• Confidence learning new software and technology
• An interest in using AI and automation to improve how you work
• Availability to work Pacific Time hours

Experience with Intercom, Zendesk or another customer support platform would be useful but isn't essential. Fitness industry or gym management software experience is also welcome, but isn't required. We're particularly interested in candidates who are comfortable with technology, communicate well in writing and can stay calm and accurate while solving customer problems.

Why apply?

• Fully remote US-based role
• Equity incentive plan
• Flexible paid time off and public holidays
• Medical, dental and vision healthcare
• Company-sponsored 401(k) with match
• Life insurance
• Maternity and paternity leave
• Work-from-home stipend
• Wellness stipend
• Opportunity to work with modern AI and automation tools
• Join a growing technology business serving thousands of customers

You don't need to come from the fitness industry to be successful. If you have strong customer support experience, enjoy troubleshooting and are confident learning new technology, we'd like to hear from you.