About Gains Intermediate

Gains Intermediate is the first private equity backed portfolio that specializes in the health and wellness coaching space. 

Our mission is to help Gym Owners reach more people, change more lives, and build a wildly profitable business through effective coaching, intuitive software and industry leading fitness nutrition. Gains is made up of three business units:

Gym Launch is an industry-leading provider of coaching programs and business training solutions to help small boutique and health club owners increase revenue, improve profitability, and scale their systems and teams through coaching, content, and community. 

Prestige Labs is a supplement brand for Gym Owners that provides science backed transformative supplements that people love to take and offers an additional revenue stream through incomparable commissions.

Gymowners.com is a software built by Gym Owners for Gym Owners to accurately track the most critical business metrics to grow their business and support payment processing for their members with unmatched rates in the industry saving both time and money so they can focus on what truly matters. 

OUR CULTURE:

We believe that our culture is a representation of who we are and is showcased through the values we uphold on a daily basis. At Gains we embody our Core Tenets which are the values we look for in teammates when hiring, firing, and promoting. It’s also the framework we use when making decisions and it showcases why our clients and partners want to work with us. 

• Do The Boring Work
• Speed Is King
• Be Your Own Boss
• Grow Or Die
• Have Humility
• Don’t Sugarcoat
  
  
  

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