Tier 2 Support

Tier 2 Support

Location: Remote

Onsight Pro is a modern gym management platform built for climbing and fitness facilities, and we're actively growing our customer base by migrating gyms from our legacy platform. As that migration program scales, we need a dedicated support professional to own the customer experience from the moment a gym goes live — through onboarding, an elevated stabilization period, and into long-term ongoing support.

The Customer Support Specialist will serve as the primary point of contact for customers after they launch on Onsight Pro. In the near-term, this means guiding newly migrated customers through onboarding and training, managing a structured post-migration Hypercare period, and providing steady-state support as customers settle into day-to-day operations on the platform.

This is a role with real ownership and visibility. You'll be at the front line of the Onsight Pro customer experience at a pivotal stage in the product's growth.

What You'll Do

Customer Onboarding & Training (Near-Term Priority)

In the early stages of this role, you'll play an active part in getting newly migrated customers up and running on Onsight Pro. This includes:

• Conducting onboarding calls and training sessions with gym owners and front desk staff to walk them through key platform workflows
• Orienting customers to core Onsight Pro features including check-in, point of sale, membership management, reporting, and integrations (Stripe, Smartwaiver)
• Sending follow-up documentation, workflow guides, and resources to support customers after training sessions
• Helping customers build confidence and operational independence in the platform ahead of and immediately following go-live

As the team grows, dedicated onboarding and training responsibilities will transition to a specialized role. In the interim, this will be a meaningful part of how you set customers up for success.

Post-Migration Hypercare Support

When a customer goes live on Onsight Pro, they enter a structured stabilization period called Hypercare — approximately six weeks of elevated, high-touch support designed to ensure a smooth and stable transition. As the primary owner of this period, you will:

• Serve as the dedicated point of contact for customers immediately following their go-live
• Conduct regular check-in calls with customers to monitor stability, surface issues early, and maintain customer confidence
• Triage incoming issues, classifying them as bugs or feature requests and evaluating severity using established priority frameworks
• Create, document, and manage issue tickets, ensuring problems are clearly described, properly prioritized, and routed to the appropriate teams
• Communicate resolution timelines and status updates to customers throughout the fix cycle
• Coordinate internal validation of fixes before returning issues to the customer for confirmation
• Manage customer re-testing and officially close out resolved issues
• Transition customers from Hypercare to standard support when stability criteria are met

Defect & Issue Triage

• Participate in regular defect triage meetings, bringing customer impact data and support ticket volume to prioritization discussions
• Track issues using established P1–P4 severity levels, escalating critical issues immediately and routing lower-priority items through standard channels
• Ensure support tickets are accurately linked to corresponding engineering issues for proper tracking and reporting

Ongoing Customer Support

• Provide responsive, knowledgeable support to Onsight Pro customers after they exit the Hypercare period
• Handle inbound support inquiries related to platform workflows, billing, integrations, and general usage
• Identify trends in customer questions and issues, and surface patterns to the Product team to inform roadmap and documentation priorities
• Contribute to the development of support documentation, help articles, and internal runbooks

Customer Communication & Documentation

• Communicate proactively and clearly with customers — in writing and over calls — across all phases of the customer lifecycle
• Document meeting summaries, decisions, and action items promptly after each customer interaction
• Build strong, trust-based relationships with customers during a period of significant change for their businesses

What You Bring

• Experience in a customer-facing support, customer success, implementation, or training role, preferably in a SaaS or software environment
• Strong written and verbal communication skills — you can translate technical concepts into plain language for small business owners, and business context into clear details for an engineering team
• Comfort working with issue-tracking and support ticketing tools (e.g., Jira, Zendesk, or similar)
• An organized, process-oriented mindset; you can work within defined workflows while also helping to improve them over time
• Ability to manage multiple customers simultaneously at different stages of their lifecycle — from onboarding through long-term support
• A collaborative approach — you'll work closely with Migration, Product, and Engineering teams and need to be an effective bridge between them and the customer
• Experience with Rock Gym Pro and/or the climbing industry

The Company offers a comprehensive employee benefits program, including:

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401(k) option with company match up to 4%
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave
• Pet Insurance
• Medical Travel Benefits
• Infertility Benefits
• Teladoc
• Employee Assistance Program
• Wellness Benefits & Engagement Platform

Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.

Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.

Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.

Interview Process & Expectations
Our interviews are designed to be interactive and conversational. Candidates are expected to respond based on their own experience and thinking during live interviews.

To ensure a fair and consistent interview experience, the use of real-time AI tools or other external assistance to generate or guide interview responses is not permitted. Interviews are intended to reflect an individual's judgment, problem-solving approach, and communication.