Grow Support Specialist

About The Grow Team

• Grow is part of PushPress' product suite. It helps gym owners communicate with prospects and members at scale without losing authenticity. The team focuses on simplifying communication workflows so they are clear, measurable, and effective.
• Grow is a globally distributed, async-first team. We value direct, respectful communication and strong ownership. Our goal is to deliver the right solution quickly so gym owners can stay focused on running their gyms.

About The Role

• The Grow Customer Support Specialist is the first line of support for PushPress Grow customers. This is a full-time role focused on clear communication, accurate problem solving, and consistent follow-through.
• You are accountable for queue health, SLA performance, and customer trust. You work independently, manage multiple conversations at once, and take ownership of issues through resolution. This role requires strong existing product knowledge and proven troubleshooting skills from day one.

What You'll Do

• Respond to incoming Intercom chats from Grow customers and manage conversations through resolution, including CRM-related questions and workflows.
• Triage issues, resolve them directly when possible, or escalate with clear and complete context.
• Follow up on snoozed or pending conversations to ensure timely closure.Identify recurring issues and share trends with the Support Lead.
• Validate and improve help articles, macros, and bot responses.
• Collaborate closely with L1 and L2 teammates.
• Stay current on product updates, releases, and changes.

What You'll Need

• Strong working knowledge of the PushPress Grow product and/or GHL, with familiarity in PushPress Core and CRM-based communication workflows.
• Experience using tools such as Intercom, Slack, and Zoom, with the ability to learn new systems quickly.
• Strong troubleshooting skills and the ability to deliver clear, step-by-step solutions.
• High ownership and comfort working with minimal supervision.
• Clear, patient communication when explaining technical concepts.
• Strong attention to detail and organized work habits.
• Interest in fitness, gym operations, or small business ownership.

Nice-To-Have Experience

• Experience with PushPress Core, Grow, or Train.
• Hands-on experience configuring or supporting CRM pipelines, automation, or lead management.
• Prior SaaS customer support experience in a high-volume environment.
• Experience improving help center articles, macros, or internal documentation.
• Familiarity with CRM, automation, or messaging workflows.

How We Evaluate This Role

• Scenario-based exercises using real or simulated customer issues.
• Review of written and verbal communication for clarity, tone, and empathy.
• Discussion of how you research, validate, and confirm solutions.
• Assessment of ownership, customer focus, and comfort with direct feedback.

This Role Is Not

• A script-reading or copy-paste support role.
• A purely reactive position with no ownership or follow-through.
• A role disconnected from the realities of gym ownership.