Customer Support Specialist

About PushPress PushPress is the AI-powered gym management platform built for boutique fitness. We are transforming how boutique fitness owners operate and how the entire $100B global fitness industry connects, transacts, and grows. Trusted by more than 5,000 gyms and 500,000 members, PushPress processes ~$1B annually. We're a Series B company backed by Altos Ventures, StepStone, and Mucker Capital, and we're going all-in on AI. Our AI Assistant, AI Member Intel, and AI-powered reporting tools are already changing how gym owners and coaches operate. We believe AI should make the human side of fitness better, not replace it. By embedding intelligence directly into the product, we enable boutique fitness owners to make faster decisions, unlock new revenue streams, and collaborate across a connected network. As more gyms join the platform, data compounds, intelligence strengthens, and the value of the ecosystem increases for every owner. We are a global team of builders, operators, and fitness fanatics on a mission to level the playing field for independent fitness entrepreneurs. If you are ready to help reshape an industry, let's talk! About the Role The Customer Support Specialist is the first line of the PushPress customer experience, focused on speed, clarity, and care. Delivers fast, accurate responses while building long-term trust. Detail-driven, product-fluent, and accountable for queue health and SLA performance. Designed to grow product knowledge, problem-solving, and customer communication skills. We are prioritizing applicants in Pacific Time (no WA, CA, NY, or international) What You'll Do Respond to incoming chats in Intercom for Core clients Triage and resolve or escalate issues as needed Follow up on snoozed and pending conversations Identify patterns and report trends to Support Lead Validate support articles, macros, and bot responses Collaborate with L1 and L2 teammates Stay informed on product changes and releases What You'll Need Experience with tools like Zoom, Slack, and Intercom, and the ability to quickly learn new systems. Excellent problem-solving skills, with the ability to troubleshoot basic technical issues and provide clear, step-by-step solutions. Strong learning aptitude and a desire to grow and adapt to new concepts, tools, and approaches within customer support. Highly accountable, self-driven, and able to take ownership of tasks and follow through with minimal supervision. Comfortable providing support in one-on-one or small group settings, with the ability to explain technical concepts clearly and patiently. Detail-oriented and highly organized, ensuring that client interactions and support tasks are handled efficiently and accurately. A proactive attitude, constantly seeking to expand knowledge and improve skills in both customer support and the fitness industry. This Role Embodies We are Mission Obsessed — Champions the client relationship even in a downgrade or save conversation; we win when our customers win. We are a High Performance Team — Carries a client from setup through escalation through churn risk without handing off the relationship; solves the root cause. We Challenge Ourselves — Grows into a go-to Grow/GHL expert; faces the gap and keeps raising the bar. We Challenge the Status Quo — Diagnoses whether an issue is technical, educational, or a churn signal — and moves between all three in the same day; surfaces patterns to Product with evidence. PushPress is dedicated to fostering an inclusive and dynamic workplace. We’re all about leveling up, and that means we don’t tolerate any form of discrimination or harassment. We’re committed to provide equal opportunities, regardless of race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability, genetic info, veteran status, or any other legally protected characteristic. At PushPress, we’re dedicated to helping both our technology and our team reach peak performance. Whether it’s with your proactive approach, eye for detail, or drive to make a meaningful impact, we’d love to hear from you. At PushPress, we’re all about pushing boundaries and achieving new personal bests—come join us and be part of our fitness-tech journey!