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Responsibilities
We're looking for a Customer Support Specialist to be the first line of the PushPress customer experience.You are the person gym owners reach when something breaks, something is confusing, or something isn't working the way they expected. The job is straightforward to describe and hard to do well: respond fast, solve accurately, and leave every interaction better than you found it.This role sits inside the Core support queue in Intercom. You'll triage conversations, resolve what you can, escalate cleanly what you can't, and stay current on product changes so your answers reflect what's actually true today. We're prioritizing applicants in Pacific Time (no WA, CA, NY, or international).What You'll Do Queue OwnershipRespond to incoming chats in Intercom for Core clients with speed and accuracyTriage each conversation: resolve what you can, escalate cleanly what you cannotFollow up on snoozed and pending conversations so nothing falls throughMaintain queue hygiene and response time standards throughout your shiftQuality and KnowledgeValidate support articles, macros, and bot responses -- flag anything outdated or inaccurateStay current on product changes and releases so your answers reflect what is actually true todayIdentify recurring patterns and surface trends to the Support Lead with specificsTeam CollaborationCollaborate with L1 and L2 teammates to share context and close gapsHand off escalations with full context so customers don't have to repeat themselvesWhat We're Looking For1-2+ years in a customer support, customer success, or client-facing SaaS roleExperience working in a chat-first support environment preferredFast, clear written communicator -- can explain a technical issue in plain language under time pressureHighly accountable and self-driven; owns a conversation from open to closed without being chasedStrong troubleshooter -- comfortable working through a problem without a complete playbookDetail-oriented; accurate under volume, not just when it's quietComfortable learning new software quickly; experience with Zoom, Slack, and Intercom a plusComfortable utilizing AI to automate workflows and create leverage in your day-to-dayPacific Time availability requiredNice to HaveFitness industry or gym management software experienceExperience with support tooling like Intercom, Zendesk, or similarIdeal availability to work Sunday to ThursdayBenefits & PerksEquity Incentive PlanFlexible Paid Time Off (and Public Holidays)Health Care Plan (Medical, Dental & Vision)Retirement Plan (Company Sponsored 401k with Match)Life InsuranceFamily Leave (Maternity, Paternity)Work From Home StipendWellness StipendPushPress 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 ownerWe 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!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.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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