ROLE: We’re seeking a proactive and detail-oriented Training & Support Specialist to empower our customers through clear, accessible self-service resources while also delivering responsive and empathetic customer support.
In this hybrid role, you will spend 50% of your time creating training content—including Help Desk articles, onboarding guides, and in-app walkthroughs using Pendo. The remaining 50% will be focused on frontline support, helping users resolve product-related issues and gathering feedback to improve the overall customer experience.
RESPONSIBILITIES:
Training & Enablement Content (50%)
- Write and maintain high-quality Help Desk articles and product documentation.
- Create in-app onboarding guides, tooltips, and walkthroughs using Pendo to support new user activation and feature adoption.
- Collaborate with Product and Customer Success teams to identify training gaps and proactively create content to close them.
- Organize and update the Knowledge Base to ensure resources are accurate, consistent, and easy to navigate.
- Contribute to LMS (Learning Management System) content for structured training programs, as needed.
Customer Support (50%)
- Serve as a front-line responder for inbound customer support tickets via email, chat, and support tools.
- Troubleshoot technical issues, reproduce bugs, and escalate to Engineering or Product when necessary.
- Track recurring support themes and advocate for product improvements.
- Maintain a high standard of support quality, including timely responses and follow-through on resolutions.
- Share weekly or monthly insights from support activity with the broader team to inform training, product, and process improvements.
RESULTS:
- Help Desk and Pendo onboarding content is accurate, engaging, and reduces support volume.
- Customers receive timely, high-quality support interactions that resolve their issues efficiently.
- Product adoption improves through self-service guidance and proactive education.
- Cross-functional teams view you as a reliable partner who bridges customer needs with scalable solutions.
REQUIREMENTS:
- 2+ years in a SaaS customer support or training content role.
- Exceptional writing and editing skills, especially in simplifying complex topics.
- Experience using Pendo, Intercom, Zendesk, Front, or similar platforms.
- Strong problem-solving skills with a customer-first mindset.
- Comfortable collaborating cross-functionally with Product, CS, and Engineering teams.
- Ability to work independently in a fast-paced, evolving environment.
- Nice to have:
- Experience with LMS platforms or content authoring tools.
- Familiarity with support and analytics tools (e.g., HubSpot, Jira, Confluence).
- Understanding of user onboarding strategies and product-led growth principles.
- Experience in fitness, healthcare, or SaaS platforms.
REPORTS TO: Head of Product
BENEFITS: Gains Intermediate believes great people are at the center of every successful business. Therefore we offer;
- Medical, Vision, & Dental Benefits
- 401(k) with up to 3.5% employer match
- Flexible PTO
- 7 Days of Company Holidays
- Fully virtual work environment
- Monthly work from home stipend
- Quarterly gym membership reimbursement