Customer Support Representative

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

Approach is a cloud-based gym management platform designed primarily for rock climbing and fitness facilities. Its mission is to simplify the day-to-day operations of gym owners—covering membership and waiver management, scheduling, point-of-sale, and reporting—so operators can focus on community and growth. The Customer Experience team plays a vital role in enabling these values by delivering timely, empathetic, and expert support assistance across AI chat, ticketing, video support, and self-service documentation.

Job Summary:

The Customer Support Representative will be the frontline of our support team, handling inquiries via ticketing system, chat, and video support. This individual will play a critical role in ensuring timely issue resolution while supporting the integration of new tools and processes in our customer help ecosystem.

Primary Responsibilities:

• Respond to and resolve customer support tickets in a timely manner
• Utilize AI chatbot and escalate complex issues when needed
• Conduct same-day video support calls as required
• Assist in maintaining help documentation and training resources
• Collaborate with product, engineering, and CS teams for escalations
• Monitor and report on support trends and recurring issues

Skills & Competencies:

• Strong communication and interpersonal skills
• Customer-focused with a problem-solving mindset
• Ability to multitask across multiple tools (ticketing, chat, video)
• Comfortable using support software and AI-based platforms
• Adaptability and willingness to learn

Minimum Qualifications:

• 2-3 years in a customer support or service role
• Experience with ticketing systems (e.g., Hubspot, Jira, etc.)
• Associate’s or bachelor’s preferred

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.