Customer Onboarding & Support Specialist (Remote, UK/Europe)
Gymflow • Remote - Europe,Remote - UK
No Relocation
Posted: May 6, 2026
Additional Content
Description
- Full-Time | Remote | £43,000 – £52,000 OTE depending on experience Gymflow is a founder-led, bootstrapped SaaS platform built for modern gym and fitness studio owners. We help automate everything from bookings and payments to member communication and access control. We’re on a mission to make fitness businesses run smoother and grow faster. We’re a fully remote company with 11 high-performing team members spread across Europe and Canada. We’re looking for someone who shares our passion for building outstanding products and helping small business owners thrive. We’re hiring a Customer Onboarding & Support Specialist to: You’ll join a small, focused team where your impact is immediate and visible. Notion · Loom · Linear · Stripe · Slack · Google Meet · Featurebase · Claude We respond fast. Expect an intro call, a short exercise, and a final interview — all within two weeks if it’s a match.
About Gymflow
- Gymflow is a founder-led, bootstrapped SaaS platform built for modern gym and fitness studio owners. We help automate everything from bookings and payments to member communication and access control. We’re on a mission to make fitness businesses run smoother and grow faster.
The Role
- We’re hiring a Customer Onboarding & Support Specialist to:
What You’ll Be Responsible For
- Client Onboarding & Training (40%) — Run kickoff calls, deliver screen-share training, and guide customers from signup to first successful booking/payment.
- Product Demos (40%) — Run live demos for prospective customers, focused on solving their business pain, not pitching features.
- Customer Support (15%) — Handle tickets via Intercom, troubleshoot issues, escalate bugs, and follow up proactively.
- Support Documentation (5%) — Turn repeated questions into crisp, helpful articles, screenshots, and video tutorials.
- Voice of the Customer (5%) — Flag product issues, trends, and friction points to the engineering and product teams.
You’re a Fit If You Have…
- At least 2+ years in SaaS onboarding, support, or customer success
- Excellent written and spoken English — clear, friendly, and professional
- Experience leading screen-share trainings or live product walkthroughs
- Strong technical comprehension — you can quickly understand how systems work and recommend solutions for client needs
- A process-oriented mindset — you look for ways to document, systemise, and improve
- Comfort troubleshooting basic app issues (logs, browser tools, settings, APIs)
- Right to work in your country of residence (we hire as long-term contractors or via an EOR; we don’t sponsor visas)
Nice-to-Haves
- Familiarity with CRMs, Stripe, Zapier, or fitness industry tools
- Experience with Featurebase or other support chat tools, Notion, Linear, and Loom
- Previous experience in a fast-growing tech startup or B2B SaaS environment
- Links to help docs, demo videos, or customer education content you’ve created
- Proficiency using AI tools to improve personal productivity
Tools We Use
- Notion · Loom · Linear · Stripe · Slack · Google Meet · Featurebase · Claude
What Success Looks Like in Year One
- You’re leading new client onboarding and cutting time to value
- Product demos convert 25%+ of leads
- 95%+ CSAT score across 200+ tickets/month
- Knowledge base content deflects >50% of common queries
- Weekly product feedback from customers results in measurable improvements
Location & Compensation
- Remote across the UK and Europe, working in Greenwich Mean Time (GMT) hours
- Base Salary: £33,000 – £42,000 per year depending on experience and location
- Sales Commission: Additional £10,000 OTE per year, uncapped
- Total OTE: £43,000 – £52,000 or more for high sales results
- Long-term contractor (preferred) or full-time employee
- Compensation can be paid in GBP or EUR/USD equivalent
How to Apply
- Complete the application form via the link provided
- Include a short Loom (max 5 min) sharing a bit about yourself and why you’re a fit for our team
- Share any support docs, videos, or demos you’ve created (if you have them).