Customer Support Specialist

Built With Science; Richmond; Remote; CAD 50,000 - 60,000; Full time

Job summary

A fast-growing fitness startup is seeking a Customer Support Specialist to enhance their support experience. This role involves resolving customer issues, improving systems, and collaborating with teams to drive product improvements. Ideal candidates thrive in dynamic environments and possess strong communication and empathy skills.

Benefits

High Growth Potential

Collaborating with a World-Class Team

Freedom to Experiment

Qualifications

• Experience in customer support at a fast-growing consumer SaaS company.
• Ability to build repeatable systems and streamline workflows.
• Clear communicator with a friendly tone.

Responsibilities

• Improve customer satisfaction with a target CSAT of 90% or higher.
• Reduce average first response and resolution times.
• Surface user feedback to improve product and reduce tickets.

Skills

Customer Service

Communication

Empathy

Problem Solving

Job description

Join to apply for the Customer Support Specialist role at Built With Science

Growing @builtwithscience into the world's #1 trusted fitness brand

Built With Science - Customer Support Specialist

• Years Of Experience: 2+
• Location: Remote / Hybrid (if local, office is in Vancouver B.C.)
• Job Type: Contract Full Time
• Team: Customer Support

Our Mission: To become the world’s most trusted fitness brand.

About Us

Built With Science is a fast-growing fitness startup that is revolutionizing the fitness industry with science-based products and services that truly work. We aim to make the process of improving health and getting into incredible shape, easy and attainable for everyone.

Our founder, Jeremy Ethier, has amassed over 7 million YouTube subscribers, and we've built a mission-driven team of high-performers. We love what we do, and love to see our work make a direct impact on the lives of those looking to get healthier, both inside and out.

As a result, over the last 5 years, we’ve built a strong community of over 200,000 users and have recently rolled out our mobile app, which has garnered over 20,000 subscribers and is growing substantially each month.

We’re now looking for a Customer Support Specialist to help us scale our support experience as we grow, helping to not only resolve customer issues but also improve the systems and tools we use behind the scenes.

If you thrive in fast-paced environments, care deeply about helping others, and want to work with a team that’s genuinely improving lives—this might be the perfect fit.

Our Values

• Customer-Obsessed: We put ourselves in our customers' shoes, understanding their needs and working backwards to create products that improve their lives.
• Science-Based: We combine scientific research with real-world experience to deliver highly effective solutions.
• Pursuit of Excellence: We take pride in overdelivering on customer expectations, striving to make everything we do exceptional.
• Passion for Innovation: We embrace new ideas, take calculated risks, and are not afraid to fail.
• Hyper-Focused: We stay focused on becoming the best in the world at what we do.
• Integrity and Transparency: We always do the right thing and lead by example, even when it’s hard.

Jobs To Be Done

Your contribution as a Customer Support Specialist is measured by your ability to directly improve the support experience and impact the following metrics:

• Customer Satisfaction (CSAT): Driving world class customer satisfaction with an average CSAT of 90% or higher.
• Response & Resolution Time: Reduce average first response time and resolution time
• Support Insights: Surface user feedback and trends to help improve the product and reduce inbound tickets

In this role, your job is to understand the user’s pain points, solve their problems efficiently, and share insights with the team to proactively improve our product and processes.

What We’re Looking For

• Experience: You’ve supported customers at a fast-growing consumer SaaS company, ideally one with a mobile app.
• People-First Mindset: You enjoy helping others, show empathy in tough situations, and know how to de-escalate when needed
• Process-Oriented: You love building repeatable systems, improving macros/templates, and streamlining workflows
• Clear Communicator: You’re comfortable writing friendly, helpful responses and can adapt your tone depending on the situation
• Action-Oriented: You don’t just spot problems, you take initiative to solve them or flag them to the right team
• Team Player: You see support as a key part of the product and enjoy collaborating with product, engineering, and marketing teams to drive improvements
• Startup environment: You’re comfortable wearing multiple hats and thrive in a fast-moving, ever-evolving startup environment.

Benefits You’ll Enjoy

• Making a Tangible Impact: Your work will directly shape the future of fitness for thousands of people, helping them achieve their health goals with science-backed solutions.
• High Growth Potential: As an early team member, you’ll have the opportunity to make a significant impact while also reaping the rewards of our success as we scale.
• Collaborating with a World-Class Team: You'll work alongside passionate, high-performing individuals who are experts in their fields and share the same commitment to innovation and excellence.
• Freedom to Experiment: We embrace new ideas and approaches, allowing you to lead innovative growth strategies and experiment with bold solutions in a fast-paced, supportive environment.

What’s At Stake If We Don’t Achieve Our Mission:

Our mission is to be the world’s most trusted fitness brand. If we are not successful we will fail to make a dent in the fitness industry. We’ll let shady fitness companies take advantage of those desperately looking to improve their bodies and health but are unaware of who to trust. We continue to allow people to live their lives without ever realizing their full potential, because they have no go-to solution that makes the process efficient and actually attainable for the average person.

If you want to avoid that as much as we do, then help us bring our mission to life by applying below:

• Apply via Google Form: https://forms.gle/8zQPsHn2iz88m1Jd9

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Wellness and Fitness Services

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