Customer Support Rep (TeamUp - US)

Customer Support Specialist

DaySmart supercharges experienced-based businesses with innovative, industry-specific software services that power customer and revenue growth. With thousands of partners worldwide and dozens of industry awards, we provide best-in-class solutions to accelerate their business.

At TeamUp, we help fitness businesses run smoother so they can focus on what matters most - their members. From CrossFit gyms and yoga studios to martial arts schools and personal trainers, thousands of businesses trust TeamUp to handle their payments, scheduling, member management, and much more.

Now, we're looking for a Customer Support Specialist who's as passionate about helping people as we are. Someone who thrives on problem-solving, enjoys connecting with others, and gets real satisfaction from helping small business owners succeed.

This isn't your typical support role - the landscape is changing fast with AI, and we're embracing it. With AI handling more routine inquiries, we're looking for someone who is proactive, success-focused, and genuinely cares about helping each business make the most of our platform.

What You'll Be Doing

You'll be one of 3 US-based teammates helping build TeamUp's reputation in North America by delivering truly exceptional support.

Here's what your days will look like

• Chat, email, video, and call with customers to solve challenges and celebrate wins
• Guide customers through TeamUp's features - from setup to advanced use to best practices
• Spot customer needs and connect them with solutions that help their business grow
• Share product updates and new features
• Champion our customers internally - sharing feedback, feature ideas, and insights
• Review AI support responses and help refine our help content
• Collaborate with your teammates to keep raising the bar for customer happiness

Who You Are

• A natural communicator who's confident writing and speaking in English
• Tech-savvy and curious about how software works
• Empathetic and calm under pressure - you know how to turn tough situations around
• Organized, reliable, and able to manage your own time well
• A team player who celebrates wins and helps others succeed
• Comfortable giving and receiving constructive feedback
• Motivated to go the extra mile to create an amazing customer experience
• Experienced working remotely and collaborating across time zones

Experience

You've spent at least 2 years in a SaaS based customer support or customer success role

Your Schedule

• Monday–Friday, 9 am– 5pm Eastern
• Weekend cover on rotation with the team

Bonus Points If You

• Have worked with (or in!) fitness businesses

Salary

The hourly range for this role is $22-$24 per hour. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc.

What We Offer

• Competitive salary and benefits including medical, dental, vision, HSA, FSA, and more!
• 401k plan with company match on your contributions.
• Open PTO and a generous paid holiday schedule.
• Supportive work environment with the flexibility to work where/how you want – in-office, remote, or hybrid.
• Opportunities to ensure you are always learning and growing.

How You Will Work

This will be a US based position. We offer flexible work arrangements including fully remote, in person or hybrid opportunities. For those looking to work in person, we have physical offices in the following cities:

• Ann Arbor, MI
• Wayne, PA
• Austin, TX

Many DaySmart employees primarily work from home, and our teams are structured to operate efficiently in a distributed environment. While we don't always share a physical office, we work together closely through remote collaboration practices.

We maintain a highly collaborative culture and expect all employees to actively participate in meetings, discussions, and team interactions. This includes joining scheduled video calls with cameras on, contributing to conversations, and being fully present.

We believe that strong communication and visual connection are essential to maintaining alignment, accountability, and trust across our teams. At DaySmart, working remotely comes with the responsibility to show up, engage, and collaborate with intention.

Your safety is important to us! We've recently identified an increase in fraudulent activity targeting individuals who have applied to positions at DaySmart. Please note that any legitimate communication regarding your application will come either from an official DaySmart email address (ending in @daysmart.com) or directly through our Applicant Tracking System.

Please refer to DaySmart Privacy Policy to learn more about how we are committed to respecting your privacy and the security of your personal information.

DaySmart is committed to creating a diverse employee environment and is a proud equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, age, or veteran status.