Gymflow: Customer Onboarding & Support Specialist (Remote, South Africa)
Headquarters: London, UK
URL: https://gymflow.io/
Customer Onboarding & Support Specialist (Remote, South Africa)
Full-Time | Remote | OTE R630,000 - R810,000 per annum Depending on experience
The Role
We’re hiring a Customer Onboarding & Support Specialist to:
- Help new clients get set up and confident using Gymflow
- Solve support tickets with empathy and clarity
- Create documentation that reduces repeat questions
- Run consultative product demos that close deals
You’ll be joining a small, focused team where your impact is immediate and visible.
What You’ll Be Responsible For
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Client Onboarding & Training (40%)
Run kickoff calls, deliver screen-share training, and guide customers from signup to first successful booking/payment.
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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.
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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
- Have excellent technical comprehension and 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)
Nice-to-Haves
- Familiarity with CRMs, Stripe, Zapier, or fitness industry tools
- Experience working with Featurebase or other support chat tools, Notion, Linear, and Loom
- Previous experience working in a fast-growing tech startup or B2B SaaS environment
- Links to help docs, demo videos, or customer education content you’ve created
- Proficiency in 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 South Africa or Europe, working in Greenwich Mean Time
- Base Salary: R420,000 - R600,000 per year depending on experience
- Sales Commission: Additional R210,000 OTE per year, commissions up-capped
- Full-time employee or long-term contractor (preferred)
How to Apply
- Complete the application via this link
- Include a short Loom (max 5 min) sharing a time you made a customer process better.
- Share any support docs, videos, or demos you’ve created (if you have them).
We respond fast. Expect an intro call, a short exercise, and a final interview—all within two weeks if it’s a match.
