Product Support Specialist

A US-based company is a private equity-backed portfolio specializing in health and wellness coaching, dedicated to helping gym owners reach more people, change lives, and build highly profitable businesses. They achieve this through effective coaching, intuitive software, and industry-leading fitness nutrition.
The company's focus is on delivering impactful results while upholding values like innovation, integrity, and client support.

The client is looking for a Product Support Specialist whos not just great with people, but knows how to dig into issues, understand product behavior, and help clients get answers fast.

This role is a hybrid of customer support and product investigation ideal for someone who loves SaaS, understands fitness CRM workflows, and is a natural at figuring things out. Youll be the first line of defense for their users, and the go-to expert internally when something doesnt look right.

THE ROLE:

As a Product Support Specialist, youll provide chat and email-based customer support using HubSpots Help Desk. Youll work closely with Product, Engineering, and Customer Success to resolve issues, clarify feature behavior, and make sure our users feel taken care of. Youll need to spot the difference between user error and platform bugs, and know when (and how) to escalate

RESPONSIBILITIES:

• Respond to customer support inquiries via HubSpot email and chat during support hours (9 am5 pm CST)
• Troubleshoot issues by replicating user scenarios, testing the platform, and clearly identifying whats happening 
• Determine whether issues are user error, UX confusion, or platform bugs and escalate when needed 
• Collaborate with Product and Engineering teams to document and communicate bugs, feature gaps, or system behavior
• Maintain up-to-date internal knowledge base and contribute to client-facing FAQs or help docs
• Surface recurring user feedback or usability issues to improve onboarding and retention 
• Stay up to speed on product updates, new features, and known limitations so you can provide fast, accurate support

RESULTS:

• 1st response time under 1 business hour during support hours
• 90%+ support satisfaction rating from users
• 80% of tickets resolved without needing escalation to Product or Engineering
• All escalated tickets have complete documentation and reproduction steps
• Weekly support insights shared with the Product team (themes, confusion, edge cases)
• Zero dropped or stale tickets,  everything is followed through

REQUIREMENTS:

• 2+ years in SaaS customer support, product support, or technical support role
• Strong understanding of how web applications work (and how users can get tripped up)
• Comfortable navigating CRM or client management tools fitness tech experience is a big plus
• Can troubleshoot, document, and clearly explain complex things in simple terms
• Curious mindset,  you want to understand how things work, not just pass along tickets
• Confident communicator written, async, and 1:1 
• Experience using helpdesk tools (e.g. HubSpot, Zendesk, HelpScout, etc.)
• Bonus: experience in manual QA or testing environments

Why Youll Love Working Here + Benefits:

• Be part of a fast-growing, mission-driven team that supports real business owners
• Work closely with the Product team and get exposure to product thinking and feature development
• Fully remote role with flexibility in a no-BS, results-driven culture
• Access to fitness perks, professional development, and team growth opportunities
• Youll be the voice of the user,  your insights will directly shape how we build and support the platform
• Medical, Vision, & Dental Benefits
• 401(k) with up to 3.5% employer match
• Flexible PTO + 7 Days of Company Holidays
• Monthly work-from-home stipend
• Quarterly gym membership reimbursement