Customer Onboarding & Support Specialist
Gymflow

ð About Gymflow

Gymflow is an founder led bootstrapped SaaS platform built for modern gym and fitness studio owners. We help automate everything from bookings and payments to member communication and access control. We're on a mission to make fitness businesses run smoother and grow faster.

Weâre a fully remote company with 9 high performing team members spread all over Europe. Weâre looking for someone to join our passion for building outstanding products and helping small business owners.

ð¼ The Role

Weâre hiring a Customer Onboarding & Support Specialist to:

• Help new clients get set up and confident using Gymflow
• Solve support tickets with empathy and clarity
• Create documentation that reduces repeat questions
• Occasionally run product demos that close deals

Youâll be joining a small, focused team where your impact is immediate and visible.

ð¯ What Youâll Be Responsible For

• Client Onboarding & Training (40%)

  Run kickoff calls, deliver screen-share training, and guide customers from signup to first successful booking/payment.

• Customer Support (30%)

  Handle tickets via Intercom, troubleshoot issues, escalate bugs, and follow up proactively.

• Support Documentation (15%)

  Turn repeated questions into crisp, helpful articles, screenshots, and video tutorials.

• Product Demos (10%)

  Occasionally run live demos for prospective customersâfocused on solving their business pain, not pitching features.

• Voice of the Customer (5%)

  Flag product issues, trends, and friction points to the engineering and product teams.

𧠠Youâre a Fit If You Have...

• 2+ years in SaaS onboarding, support, or customer success
• Excellent written and spoken Englishâclear, friendly, and professional
• Experience leading screen-share trainings or live product walkthroughs
• Have excellent technical comprehension and can quickly understand how systems work and recommend solutions for client needs.
• A process-oriented mindsetâyou look for ways to document, systemise, and improve
• Comfort troubleshooting basic app issues (logs, browser tools, settings, APIs)

ð Nice-to-Haves

• Familiarity with CRMs, Stripe, Zapier, or fitness industry tools
• Experience working with Intercom, Notion, Linear, and Loom
• Previous experience working in a fast-growing tech startup or B2B SaaS environment
• Links to help docs, demo videos, or customer education content youâve created

ð  Tools We Use

Intercom · Notion · Loom · Linear · Stripe · Slack · Google Meet · Featurebase

ð What Success Looks Like in Year One

• Youâre leading new client onboarding and cutting time to value
• 95%+ CSAT score across 200+ tickets/month
• Knowledge base content deflects >50% of common queries
• Product demos convert 25%+ of leads
• Weekly product feedback from customers results in measurable improvements

ðLocation & Compensation

• Remote across Canada in the Eastern (preferred) or Central Time zones
• Salary: CAD $60,000 â $85,000 depending on experience
• Full-time employee or long-term contractor (preferred)