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Shared by 
about 1 month ago
Requirements and responsibilities
About PlaybookPlaybook is the #1 platform for fitness creators — the tools fitness trainers, athletes, and coaches use to scale their subscription businesses and build thriving communities. With over 210,000 paid users and 64% growth since 2023, we power everything from workout subscriptions and one-time programs to challenges, livestreams, and creator CRM. We're a fast-moving, product-obsessed team, and our Support function sits right at the center of it all.About the RoleAs Playbook grows, so does the complexity and volume of our customer support. We're looking for a Customer Support Representative based in Southeast Asia to extend our coverage into U.S. evening hours and help us maintain the high-quality, responsive experience our customers expect. This is a high-ownership role — you'll handle frontline tickets, fraud and dispute work, help center documentation, and provide hands-on support to Product team prior to new feature rollouts.Hours: ~9PM–5AM ET (9AM–5PM local)Compensation: $20,000–$35,000 USD annuallyWhat You'll DoRespond to and resolve customer support tickets via IntercomAssist with credit card dispute resolution and fraud investigationsMaintain and improve help center articles and internal support documentationSupport product launches and new feature rollouts with user education and in-product messagingCollaborate with the broader team on escalations to Product and EngineeringWhat We're Looking For2–5 years of customer support experience, ideally at a SaaS or marketplace companyStrong written English proficiency — clear, warm, and efficientComfortable working independently in a remote, async-first environmentDetail-oriented, especially when handling billing disputes, fraud cases, or other sensitive customer issuesFamiliarity with Intercom or similar support tooling is a plusGenuine interest in the fitness/creator space is a bonusWhy JoinWork directly alongside a team that's trusted as a product partner, not just a ticket queueReal ownership over documentation, processes, and the customer support experienceBe part of a platform that helps thousands of fitness creators — from celebrity trainers to independent coaches — build sustainable businessesCompetitive compensation for the region with room to grow as Playbook scales
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