Experienced Customer Onboarding & Support Specialist – Fitness Industry SaaS Platform
At arenaflex, we're revolutionizing the fitness industry with our cutting-edge SaaS platform, designed to streamline operations and help modern gym and fitness studio owners grow their businesses. We're on a mission to make fitness businesses run smoother and faster, and we're looking for a talented Customer Onboarding & Support Specialist to join our team.
About arenaflex
arenaflex is a founder-led, bootstrapped SaaS platform built for modern gym and fitness studio owners. We help automate everything from bookings and payments to member communication and access control. Our platform is built on a passion for building outstanding products and helping small business owners succeed.
The Role
We're hiring a Customer Onboarding & Support Specialist to join our small, focused team where your impact is immediate and visible. As a key member of our team, you'll be responsible for helping new clients get set up and confident using our platform, solving support tickets with empathy and clarity, creating documentation that reduces repeat questions, and occasionally running product demos that close deals.
What You'll Be Responsible For
As a Customer Onboarding & Support Specialist, you'll be responsible for the following key areas:
- Client Onboarding & Training (40%): Run kickoff calls, deliver screen-share training, and guide customers from signup to first successful booking/payment.
- Customer Support (30%): Handle tickets via Intercom, troubleshoot issues, escalate bugs, and follow up proactively.
- Support Documentation (15%): Turn repeated questions into crisp, helpful articles, screenshots, and video tutorials.
- Product Demos (10%): Occasionally run live demos for prospective customers—focused on solving their business pain, not pitching features.
- 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...
To succeed in this role, you'll need:
- 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
- Excellent technical comprehension and the ability to 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
While not required, the following skills and experiences would be a bonus:
- Familiarity with CRMs, Stripe, Zapier, or fitness industry tools
- Experience working with Intercom, 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
Tools We Use
As a Customer Onboarding & Support Specialist, you'll be working with the following tools:
- Intercom
- Notion
- Loom
- Linear
- Stripe
- Slack
- Google Meet
- Featurebase
What Success Looks Like in Year One
In your first year, we're looking for you to:
- Lead new client onboarding and cut time to value
- Achieve a 95%+ CSAT score across 200+ tickets/month
- Create knowledge base content that deflects >50% of common queries
- Convert 25%+ of leads through product demos
- Provide weekly product feedback from customers that results in measurable improvements
Location & Compensation
We're a remote team, and we're looking for someone to join us from across Canada, preferably in the Eastern or Central Time zones. The salary range is CAD $60,000 – $85,000 depending on experience. We're open to full-time employees or long-term contractors.
Apply Now
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