The Role
First-line support for PushPress clients via Intercom: respond to chats, triage and resolve or escalate issues, manage queue health and SLAs, follow up on pending conversations, validate support content, identify trends, and collaborate with L1/L2 teammates while staying current on product changes.
Summary Generated by Built In
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!
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
- Respond to incoming chats in Intercom for Core clients with speed and accuracy
- Triage each conversation: resolve what you can, escalate cleanly what you cannot
- Follow up on snoozed and pending conversations so nothing falls through
- Maintain queue hygiene and response time standards throughout your shift
- Validate support articles, macros, and bot responses -- flag anything outdated or inaccurate
- Stay current on product changes and releases so your answers reflect what is actually true today
- Identify recurring patterns and surface trends to the Support Lead with specifics
- Collaborate with L1 and L2 teammates to share context and close gaps
- Hand off escalations with full context so customers don't have to repeat themselves
Queue Ownership
Quality and Knowledge
Team Collaboration
What We're Looking For
- 1-2+ years in a customer support, customer success, or client-facing SaaS role
- Experience working in a chat-first support environment preferred
- Fast, clear written communicator -- can explain a technical issue in plain language under time pressure
- Highly accountable and self-driven; owns a conversation from open to closed without being chased
- Strong troubleshooter -- comfortable working through a problem without a complete playbook
- Detail-oriented; accurate under volume, not just when it's quiet
- Comfortable learning new software quickly; experience with Zoom, Slack, and Intercom a plus
- Comfortable utilizing AI to automate workflows and create leverage in your day-to-day
- Pacific Time availability required
Nice to Have
- Fitness industry or gym management software experience
- Experience with support tooling like Intercom, Zendesk, or similar
- Ideal availability to work Sunday to Thursday
Benefits & Perks
- Equity Incentive Plan
- Flexible Paid Time Off (and Public Holidays)
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (Company Sponsored 401k with Match)
- Life Insurance
- Family Leave (Maternity, Paternity)
- Work From Home Stipend
- Wellness Stipend
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!
Skills Required
- Experience with Zoom, Slack, and Intercom
- Ability to quickly learn new systems
- Excellent problem-solving and ability to troubleshoot basic technical issues
- Strong learning aptitude and desire to grow
- Highly accountable, self-driven, and able to take ownership with minimal supervision
- Comfortable providing support one-on-one or in small groups and explaining technical concepts clearly
- Detail-oriented and highly organized
- Proactive attitude and interest in improving customer support and fitness-industry knowledge
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The Company
What We Do
PushPress provides robust, simple, and elegant recurring billing and membership management solutions. Services the niche industry of fitness and health providers. Our focus is on simplicity and ease of use.
