Customer Onboarding & Support Specialist (Remote, South Africa)

<img src="https://we-work-remotely.imgix.net/logos/0171/4985/logo.gif?ixlib=rails-4.0.0&w=50&h=50&dpr=2&fit=fill&auto=compress" /> <p> <strong>Headquarters:</strong> London, UK <br /><strong>URL:</strong> <a href="https://gymflow.io/">https://gymflow.io/</a> </p> <h3><strong>Customer Onboarding &amp; Support Specialist (Remote, South Africa)</strong></h3> <p><strong>Full-Time | Remote |</strong> OTE R630,000 - R810,000 per annum Depending on experience</p> <hr> <h3> The Role</h3> <p>We’re hiring a Customer Onboarding &amp; Support Specialist to:</p> <ul> <li>Help new clients get set up and confident using Gymflow</li> <li>Solve support tickets with empathy and clarity</li> <li>Create documentation that reduces repeat questions</li> <li>Run consultative product demos that close deals</li> </ul> <p>You’ll be joining a small, focused team where your impact is immediate and visible.</p> <hr> <h3> What You’ll Be Responsible For</h3> <ul> <li> <p><strong>Client Onboarding &amp; Training</strong> (40%)</p> <p>Run kickoff calls, deliver screen-share training, and guide customers from signup to first successful booking/payment.</p> </li> <li> <p><strong>Product Demos</strong> (40%)</p> <p>Run live demos for prospective customers—focused on solving their business pain, not pitching features.</p> </li> <li> <p><strong>Customer Support</strong> (15%)</p> <p>Handle tickets via Intercom, troubleshoot issues, escalate bugs, and follow up proactively.</p> </li> <li> <p><strong>Support Documentation</strong> (5%)</p> <p>Turn repeated questions into crisp, helpful articles, screenshots, and video tutorials.</p> </li> <li> <p><strong>Voice of the Customer</strong> (5%)</p> <p>Flag product issues, trends, and friction points to the engineering and product teams.</p> </li> </ul> <hr> <h3> You’re a Fit If You Have...</h3> <ul> <li>At least 2+ years in <strong>SaaS onboarding, support, or customer success</strong></li> <li>Excellent <strong>written and spoken English</strong>—clear, friendly, and professional</li> <li>Experience leading <strong>screen-share trainings or live product walkthroughs</strong></li> <li>Have excellent <strong>technical comprehension</strong> and can quickly understand how systems work and recommend solutions for client needs.</li> <li>A process-oriented mindset—you look for ways to document, systemise, and improve</li> <li>Comfort troubleshooting basic app issues (logs, browser tools, settings, APIs)</li> </ul> <hr> <h3> Nice-to-Haves</h3> <ul> <li>Familiarity with CRMs, Stripe, Zapier, or fitness industry tools</li> <li>Experience working with Featurebase or other support chat tools, Notion, Linear, and Loom</li> <li>Previous experience working in a fast-growing tech startup or B2B SaaS environment</li> <li>Links to help docs, demo videos, or customer education content you’ve created</li> <li>Proficiency in using AI tools to improve personal productivity</li> </ul> <hr> <h3> Tools We Use</h3> <p>· Notion · Loom · Linear · Stripe · Slack · Google Meet · Featurebase · Claude</p> <hr> <h3> What Success Looks Like in Year One</h3> <ul> <li>You’re leading new client onboarding and cutting time to value</li> <li>Product demos convert <strong>25%+ of leads</strong></li> <li>95%+ <strong>CSAT score</strong> across 200+ tickets/month</li> <li>Knowledge base content deflects <strong>&gt;50% of common queries</strong></li> <li>Weekly product feedback from customers results in measurable improvements</li> </ul> <hr> <h3>Location &amp; Compensation</h3> <ul> <li><strong>Remote across South Africa or Europe,</strong> working in Greenwich Mean Time</li> <li>Base Salary: R420,000 - R600,000 per year depending on experience</li> <li>Sales Commission: Additional R210,000 OTE per year, commissions up-capped</li> <li>Full-time employee or long-term contractor (preferred)</li> </ul> <hr> <h3> How to Apply</h3> <ol> <li>Complete the application via <a href="https://gymflow.notion.site/350d95b48891803ab94ae22aa39f2b0c?pvs=105">this link</a></li> <li>Include a <strong>short Loom (max 5 min)</strong> sharing a time you made a customer process better.</li> <li>Share any support docs, videos, or demos you’ve created (if you have them).</li> </ol> <hr> <p><strong>We respond fast.</strong> Expect an intro call, a short exercise, and a final interview—all within two weeks if it’s a match.</p> <hr> <p>&nbsp;</p> <p><strong>To apply:</strong> <a href="https://weworkremotely.com/remote-jobs/gymflow-customer-onboarding-support-specialist-remote-south-africa">https://weworkremotely.com/remote-jobs/gymflow-customer-onboarding-support-specialist-remote-south-africa</a></p>