playbook - Customer Support Representative

Remote - ET (Eastern)$20k - $35k1mo ago

Remote Mid NA Software Sales Representative Documentation Intercom

Requirements

• 2–5 years of customer support experience, ideally at a SaaS or marketplace company • Strong written English proficiency — clear, warm, and efficient • Comfortable working independently in a remote, async-first environment • Detail-oriented, especially when handling billing disputes, fraud cases, or other sensitive customer issues • Familiarity with Intercom or similar support tooling is a plus • Genuine interest in the fitness/creator space is a bonus

Responsibilities

• Respond to and resolve customer support tickets via Intercom • Assist with credit card dispute resolution and fraud investigations • Maintain and improve help center articles and internal support documentation • Support product launches and new feature rollouts with user education and in-product messaging • Collaborate with the broader team on escalations to Product and Engineering

Benefits

• Work directly alongside a team that's trusted as a product partner, not just a ticket queue • Real ownership over documentation, processes, and the customer support experience • Be part of a platform that helps thousands of fitness creators — from celebrity trainers to independent coaches — build sustainable businesses • Competitive compensation for the region with room to grow as Playbook scales