Customer Support Specialist

Playbook is at the forefront of the Creator Economy — we build tools & technology that power digital businesses for creators & fitness entrepreneurs. Think Patreon for the health and wellness space. From building beautiful video experiences for members to helping Creators monetize their multi-layered content offerings to facilitating and building emotional connections with their closest fans, we do it all.

What you’ll do

• Respond to customer queries in a timely and accurate way via email or chat
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share with our Product, Sales, and Marketing teams

• Proficiency in written and spoken English
• Have 3+ years of experience as a Customer Support Specialist or similar CS role
• Familiarity with our industry is a plus
• Experience using help desk software and remote support tools
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases

• Fully remote role
• Competitive salary (including stock options and benefits)
• Unlimited PTO
• Membership to Playbook – access to 40,000 premium fitness workouts