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 https://www.togetherwork.com/.