Customer Onboarding Specialist

Join Gymflow, a dynamic, founder-led SaaS platform dedicated to empowering gym and fitness studio owners by automating bookings, payments, member communication, and access control. As a fully remote team spread across Europe, we are passionate about building outstanding products and delivering exceptional customer experiences. We are seeking a Customer Onboarding & Support Specialist to ensure clients succeed from their very first interaction and to support their ongoing journey with empathy and clarity.

Job Overview

This role is pivotal in guiding new clients through the onboarding process, providing responsive support, and creating educational resources that empower users to maximize Gymflow’s features. You will have direct impact on customer satisfaction and product improvement in a collaborative, fast-paced environment.

Key Responsibilities

• Lead client onboarding sessions, including kickoff calls and screen-share trainings, ensuring smooth transitions from signup to first successful use.
• Resolve customer support tickets via Intercom with empathy, troubleshoot technical issues, and escalate bugs when needed.
• Create and maintain clear documentation, including articles, screenshots, and video tutorials to address common user questions.
• Conduct live product demos for potential clients, focusing on solving their business needs.
• Act as the customer’s voice by identifying product issues and sharing feedback with engineering and product teams.

Required Skills & Qualifications

• 2+ years of experience in SaaS onboarding, support, or customer success.
• Exceptional written and spoken English communication skills—clear, friendly, and professional.
• Demonstrated ability to lead live product walkthroughs and screen-share trainings.
• Strong technical aptitude with the ability to quickly learn new systems and recommend solutions.
• Process-oriented mindset for documenting, systemizing, and improving workflows.
• Comfortable troubleshooting basic app issues (logs, browser tools, settings, APIs).
• Familiarity with CRMs, Stripe, Zapier, or fitness industry software is a plus.
• Experience with Intercom, Notion, Linear, and Loom is advantageous.
• Remote work experience, ideally within a fast-growing B2B SaaS environment.
• Located in Canada (Eastern or Central Time Zone preferred).