Job Description
At arenaflex, we're revolutionizing the fitness industry with our cutting-edge SaaS platform, designed to help modern gym and fitness studio owners streamline their operations and grow their businesses. We're on a mission to make fitness businesses run smoother and grow faster, and we're looking for a talented Customer Onboarding & Support Specialist to join our team. **About arenaflex** arenaflex is a founder-led, bootstrapped SaaS platform built for modern gym and fitness studio owners. We're a fully remote company with a high-performing team spread across Europe, and we're passionate about building outstanding products that help small business owners succeed. Our platform automates everything from bookings and payments to member communication and access control, making it easier for fitness businesses to manage their operations and focus on what matters most – delivering exceptional experiences to their customers. **The Role** We're hiring an Experienced Customer Onboarding & Support Specialist to join our team and help us deliver exceptional customer experiences. As a key member of our customer success team, you'll be responsible for ensuring that our customers get the most out of our platform, from onboarding to ongoing support. You'll be the face of arenaflex, providing top-notch support, training, and guidance to our customers, and helping us to build a loyal community of fitness business owners who love our platform. **Key Responsibilities** As an Experienced Customer Onboarding & Support Specialist, 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. * **Customer Support (30%)**: Handle tickets via Intercom, troubleshoot issues, escalate bugs, and follow up proactively. * **Support Documentation (15%)**: Turn repeated questions into crisp, helpful articles, screenshots, and video tutorials. * **Product Demos (10%)**: Occasionally run live demos for prospective customers – focused on solving their business pain, not pitching features. * **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...** To succeed in this role, you'll need: * 2+ years of experience 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. * Excellent technical comprehension and the ability to 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** While not essential, the following skills and experience would be a bonus: * Familiarity with CRMs, Stripe, Zapier, or fitness industry tools. * Experience working with Intercom, 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. **Tools We Use** As a member of our team, you'll be working with a range of tools, including: * Intercom * Notion * Loom * Linear * Stripe * Slack * Google Meet * Featurebase **What Success Looks Like in Year One** In your first year with arenaflex, you can expect to: * Lead new client onboarding and cut time to value. * Achieve a 95%+ CSAT score across 200+ tickets/month. * Create knowledge base content that deflects >50% of common queries. * Convert 25%+ of leads through product demos. * Provide weekly product feedback from customers that results in measurable improvements. **Location & Compensation** We're a remote company, and we're looking for someone to join our team from across Canada, preferably in the Eastern or Central Time zones. The salary range for this role is CAD $60,000 – $85,000, depending on experience. We're open to full-time employees or long-term contractors. **How to Apply** To apply for this role, please mention the word **DREAMLAND** and tag RMjYwMDoxNzAwOjcyYTA6YjgwOjE4MTc6MmU2YjoyYjc2OjQyOWQ= when applying to show that you've read the job post completely. This is a beta feature to avoid spam applicants, and we're excited to see how it works! Apply now to join our team and help us revolutionize the fitness industry with arenaflex! Apply for this job