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.
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.
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
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.
