Customer Support Specialist (Remote, Philippines)

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: TYPE OF WORK

Full Time

: SALARY

$1600 - $1800 USD

: HOURS PER WEEK

40

: DATE UPDATED

Oct 15, 2026

JOB OVERVIEW

Full-Time | Remote | USD $1,600 - $1,800 per month depending on experience

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, access control and
branded member apps. We're on a mission to make fitness businesses run smoother and grow faster.
We're a small, fully remote team spread across Europe and North America, serving clubs in the US, Canada,
UK and Australia. We're looking for someone who shares our passion for helping small business owners
thrive.

The Role

We're hiring a Customer Support Specialist based in the Philippines to:

• Support our clubs while our North American team is offline
• Solve support tickets with empathy and clarity, getting to the root cause
• Handle key setups like branded app submissions and SMS
• Flag bugs and friction points so the product keeps improving

You'll join a small, focused team where your impact is immediate and visible.

What You'll Be Responsible For

• Customer Support (65%): Handle chat and email tickets via Featurebase, investigate issues in our admin
tools, payment records and logs, and solve them before escalating.
• App & Integration Setups (15%): Submit clubs' branded apps to the App Store and Google Play, set up
SMS via Twilio, and help with card terminals and door access.
• Bug Triage (10%): Reproduce issues on a test account, log them in Linear with clear steps, and follow up
with the club once fixed.
• Documentation & Voice of the Customer (10%): Flag help center gaps, pass feature requests and
trends to the product team, and leave clear handover notes at the end of each shift.

You're a Fit If You Have...

• 2+ years in SaaS customer support
• Excellent written English: clear, friendly and professional
• Strong technical comprehension: you can quickly understand how a system works, find the cause of a
problem and solve it, not just route tickets
• Working knowledge of Featurebase (our main support tool) or similar tools like Zendesk, Intercom,
HubSpot or Notion
• Confidence using AI tools (we use Claude) to investigate and solve tickets faster and improve processes
• A process-oriented mindset: you notice repeat issues and look for ways to document and fix them
• Comfort working independently with written handovers
• A reliable home setup: fast internet, a quiet workspace and backup power
• Based in the Philippines (we hire as long-term contractors)

Nice-to-Haves

• Familiarity with Stripe, Twilio, Linear, Loom, App Store Connect or Google Play Console
• Previous experience in a B2B SaaS startup or the fitness industry
• Examples of how you've used AI to speed up support or automate a workflow

Tools We Use

Featurebase · Linear · Slack · Notion · Loom · Stripe · Twilio · Google Meet · Claude

What Success Looks Like in Your First 6 Months

• You handle tickets independently, with a median first reply within 1 hour during your shift
• 95%+ CSAT across the tickets you handle
• Your replies pass our weekly quality review: accurate, clear and solving the root cause
• The weekend backlog is cleared before our North American team starts the week
• Bugs you log are clear, with steps and visuals to reproduce
• You handle branded app submissions and SMS setups end to end

Location & Compensation

• Remote in the Philippines, working Monday to Friday, 7am to 3pm Manila time
• Your first 12 weeks are hands-on training with our team, and your hours may differ during that time
• USD $1,600 - $1,800 per month depending on experience, paid in USD or equivalent currency
• Long-term independent contractor

How to Apply

Apply here: ---------- tion.site/ ---------- d34db5b332134a09e7bc6b?pvs=105

When the form asks for our keyword, enter "Kettlebell." Applications without it won't be reviewed.

The application takes about 10-15 minutes and asks for:

1 Your CV
2 Your earliest start date
3 A 2-5 minute Loom video introducing yourself and a time you solved a tricky customer problem
4 Your written reply to a short customer question

Shortlisted applicants will be asked to complete a support test task, followed by two interviews. We respond
fast and aim to complete the process within three weeks.

SKILL REQUIREMENT

Chat Support Technical Support Customer Service

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Customer Support Specialist (Remote, Philippines)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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