Customer Onboarding & Support Specialist (Remote, South Africa)

Posted 4 hours ago

About Gymflow

Gymflow is an 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 all over Europe & Canada. We’re looking for someone to join our passion for building outstanding products and helping small business owners.

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

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
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.

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