Remote Customer Onboarding & Support Specialist (Remote, South Africa)

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

1. Complete the application via this link
2. Include a short Loom (max 5 min) sharing a time you made a customer process better.
3. 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.