[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 Togetherwork operates as a provider of group management software and payments. It was founded in 2015, and is headquartered in Columbus, Georgia, USA, with a workforce of 501-1000 employees. Its website is