Sr. Customer Support Specialist - Tier 2

About the role If you love the fitness industry and are inspired to help studios and their members achieve their fitness and financial goals, we want you to join our team. As a top-notch Customer Support Specialist on our Customer Support team, you are responsible for providing first level support to our national customer base by phone, live chat and support tickets in Zendesk. To be successful in this role you will be an enthusiastic problem solver. You will demonstrate empathy in writing and in tone of voice, a focus on customer support, and a willingness to get involved to help drive results and deliver positive customer outcomes. You will be a brand ambassador willing to go the extra mile to ensure complete customer satisfaction and represent ClubReady with integrity. What you'll do Describe the specific responsibilities and job functions of the role Deliver Tier 2 customer support primarily via ticket and phone/video conferencing channels; provide chat support during peak periods. Serve as a mentor to Tier 1 team members, contributing to overall team growth and customer satisfaction. Troubleshoot complex issues with a strong understanding of ClubReady’s products and related hardware (e.g., computers, scanners, POS systems). Collaborate cross-functionally with internal teams to resolve technical issues and translate technical details into clear, customer-friendly communication. Maintain awareness of support SLAs and ensure service meets or exceeds performance targets (e.g., response times, CSAT). Own customer issues through to resolution, escalating when necessary, with thorough documentation. Create and maintain internal documentation and customer-facing knowledge base content. Communicate proactively with customers regarding ticket progress and resolution updates. Stay current on system updates, product changes, and client-specific configurations. Identify opportunities for process improvement and share feedback with leadership. Qualifications Describe the experience and attributes of the ideal candidate Bachelor’s degree preferred. 2+ years of relevant experience in customer support or technical roles. Demonstrated sense of ownership, accountability, and focus on team and individual results. Prior experience with ClubReady preferred but not required. Background in a SaaS (Software-as-a-Service) environment preferred. Basic understanding of SQL required; ability to write simple queries to retrieve or analyze data during troubleshooting. Proficient in Microsoft Excel, including advanced features. Prior experience with Azure DevOps and SendGrid preferred. Excellent deductive reasoning and analytical skills. Hands-on experience supporting technical environments including web browsers, Microsoft Windows, networks, computers, and point-of-sale systems. Proficient in managing customer issues through a ticketing system. Sound judgment and excellent problem-solving skills with the ability to support both technical and non-technical customers. Personable and customer focused, with a proven ability to build strong relationships. Excellent verbal and written communication skills with a high level of empathy. Strong interpersonal skills to work cross-functionally and communicate effectively at all levels. Ability to perform well under pressure and adapt to changing priorities. Highly detail oriented with excellent multitasking skills. Willingness to work flexible hours when necessary. Team-oriented with a growth mindset and leadership potential. Location & Hours This is a remote position. Team members will work a consistent shift, assigned by their manager, typically within our support hours of 6:00 am and 9:00 pm CT Monday through Friday and 8:00 am to 5:00 pm Saturday and Sunday. Clubessential Holdings/ClubReady is an equal opportunity employer dedicated to building a diverse and inclusive workplace. Our company thrives upon the mutual respect and understanding between its employees, and as such, all qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), gender, gender identity, sexual orientation, veteran status, physical or mental disability, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Clubessential Holdings/ClubReady maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflects the Company's differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.