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:  This position is focused on Gym Launch. 

As a Tech Support Superstar you are responsible for developing customer relationships that promote client activation, retention and loyalty. 

The Tech Support Superstar will plan, manage and help to coordinate the client success journey of the Gym Launch client from onboarding through the implementation phase. You will be responsible for efficiently helping Gym Owners maintain our Gym Launch Lead Gen Machine, Go High Level. This will be done in collaboration with the Agency Account Managers. We expect you to be well-versed in current technological trends and familiar with all systems that Gym Launch offers to our clients. The goal is to keep the client experience moving in an efficient and profitable manner, as well as to increase customer satisfaction, loyalty, accountability and to exceed their expectations while maintaining departmental Standard Operating Procedures.

You will be expected to provide a moderate to high level of technical support to customers with the goal to keep customers satisfied with the business’s products and being technically competent enough to resolve issues without much back and forth. To be a successful Tech Support Superstar, one must excel at collaborating with others to drive best practices, working directly with clients to achieve success, communicating with clients and teammates, and identifying opportunities for product expansion with clients.

You are one of the client’s main POC during the onboarding and activation phase of sign-up and therefore you are expected to maintain an enthusiastic “can do” attitude at all times when customer-facing.

RESPONSIBILITIES

• Provide detailed account walkthroughs and assist customers with implementation of our product and services.
• Clearly communicate account setup requirements and expectations per program to clients
• Educate customers on Gym Launch Services, capabilities, and best practices to simplify adoption and align expectations
• Identifying areas of opportunities for onboarding efficiencies and increased adoption within all Gym Launch Programs.
• Quickly identify gaps in our product and customer experience that impact the success of our customers and communicate those to the CS Team Lead.
• Collaborate with the Agency team on clients in need of help, ensuring that the client experience exceeds their expectations.
• Confirm that all service procedures, policies, guidelines, and standards are being adhered to consistently and take necessary corrective actions when appropriate 
• Daily loop up with clients to ensure proactive experience for client
• Maintain up to date technical expertise of all Gym Launch products, acting as a resource for the Tech Support Superstar Team
• Liaise with other staff, including interacting with members of different areas of the company, presenting findings to CS Team Lead for next steps and approvals
• Answer support inquiries via live chat within x amount of time 
• Update clients on status updates throughout their A2P registration process 
• Host Tech Support Calls if problem cannot be resolved via support ticket

 RESULTS

• Clients are efficiently and effectively provided with clear tech-related solutions after they’ve “Launched” the program.
• Coaches have the ability to get quick answers when needed.
• Director of Client Operations has full transparency into daily metrics and performance
• All Front tickets, live chat, HubSpot and Slack conversations closed by EOD.
• Gym Launch clients are supported in a consistent, friendly and encouraging manner
• All video call interactions are noted in MeetRecord

 REQUIREMENTS

• High-level problem-solving skills
• Excellent internal and external communication skills, both written and verbal
• Tolerance for high-stress situations
• Adaptable to a constantly changing environment
• High Ability to delegate tasks appropriately
• Able to make autonomous decisions for the good of the company
• Able to work M-F 9 AM-6 PM EST; Must be flexible and able to work additional hours/weekends if the situation warrants it
• Generally reachable and responsive to Slack during working hours
• Efficient with Facebook, Go High Level, Asana, Kajabi, Front, Zoho, HubSpot and all apps, platforms, and systems that the Gym Lords use for their setups
• Able to consistently maintain a positive can-do attitude that reflects company values