Customer Support Specialist

Remote, LATAM Why Recess? Fitness entrepreneurs work hard to keep their communities healthy nationwide. With Recess, fitness businesses gain cost—and time-savings with scaling potential. As an early-stage, VC-backed startup, you’ll get to work alongside founders and executives, making a lasting impact across customer experience, company culture and the mission at-large. If you are energized by building the strategies and infrastructure for customer onboarding and implementation in early-stage, cross-functional tech environments, this is aligned. Recess is a remote company with annual summits and ongoing engagements. Recess is operated by smart, passionate people who carry exceptional problem-solving abilities and a genuine commitment to customer value. What is Recess? Recess is known as the all-in-one software for fitness studios, gyms, and wellness practices. Our user-intuitive software enables fitness pros to start, run, and grow their businesses. Recess software features cover managing customer memberships, processing payments, scheduling classes, building library content for passive revenue, marketing suite, and more. Built to optimize, its product features automate tedious tasks, saving studios thousands of dollars, including a custom app for each studio. Recess gives fitness entrepreneurs the time and tools to run their businesses effectively and efficiently; thereby making space for studio owners to focus on their ‘why’ —health and wellness. Your Mission: Customer Support at Recess It is an exciting time to be on the Support Team at Recess. The Recess team is growing and joining the team now would put you at the forefront of reshaping the fitness industry in the next few months and years. You would be a part of a high-performing team that is driven by our mission to make life fun and healthy by providing innovative, simple products that inspire limitless growth. The Support team is the front line for issues and inquiries from our Customers (who we call Partners). We are seeking a detail-oriented and empathetic Support Specialist, responsible for managing email support and ensuring timely, effective, and customer forced resolutions. This role has opportunities to grow within other functions of the Customer Experience organization including Onboarding and Partner Success roles, depending on your career interest. If you're looking to make a career change or get your foot in the door at a high growth start up, this is the right role for you. What You’ll Do

• Manage and respond to inquiries from Recess Partners and Clients via email in a timely and professional manner (in the future chat and possibly calls).
• Troubleshoot Partner and Client issues, provide accurate solutions, and escalate complex cases as needed.
• Maintain a deep understanding of the Recess platform to effectively address customer concerns.
• Document and track Partner and Client interactions using our support ticketing system, Intercom.
• Collaborate with the product and engineering teams to relay Partner or Client feedback and advocate for product improvements.
• Create and maintain support documentation and knowledge base articles to enhance customer self-service options.
• Identify patterns in customer inquiries to recommend process improvements and reduce recurring issues.
• Meet and exceed key performance metrics, including response times, resolution rates, and customer satisfaction.

What You’ll Bring

• 3+ years of professional experience in a customer support role.
• Excellent written communication skills with strong focus on clarity and empathy.
• Ability to diagnose technical issues and provide step-by-step solutions.
• Familiarity with customer support tool and CRM systems (e.g. Intercom & Hubspot)
• Strong desire to work in a high-growth startup.
• High attention to detail while managing a frequent volume of daily activities (inbound emails/chats and collaborative troubleshooting).
• A proactive mindset with a commitment to delivering exceptional customer experiences.
• Ability to work independently and as part of a collaborative team.

Recess Values

• Hunger Fuels Growth.Be tenacious, stay curious, ask why 5 times, and lead with initiative.
• Do The Impossible.Think outside of the box by experimenting, nurture your and our partners’ creativity, never settle for the status quo, and go above and beyond.
• Teamwork Makes The Dreamwork.Be transparent, be inclusive, work collaboratively, respect your teammates, and communicate directly.
• What You Do Matters.Sweat over the little things, care about the entails, and be accountable to your teammates.
• Kindness Wins Everyday.Leave a smile on our teammates, partners, and their clients’ faces, go the extra mile to make their experience with Recess memorable.
• Live the Vision.Help build a product and experience that makes a lasting impact on our partners and their customers.

Benefits

• Competitive salary
• Equity
• Unlimited PTO
• Remote work environment
• Collaborative and inclusive company culture.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender expression, sexual orientation, age, marital status, veteran status or disability status. We will provide reasonable accommodation to individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.