gymflow customer onboarding support specialist remote uk europe

Remote Customer Onboarding & Support Specialist (Remote, UK/Europe) at Lumen Dynamics
Customer Onboarding & Support Specialist (Remote, UK/Europe)
Full-Time | Remote | £43,000 – £52,000 OTE depending on experience
About Lumen Dynamics
Lumen Dynamics is a founder-led, bootstrapped SaaS platform built for modern gym and fitness studio owners. We help automate everything from bookings and payments to member communication and access control. We’re on a mission to make fitness businesses run smoother and grow faster.
We’re a fully remote company with 11 high-performing team members spread across Europe and Canada. We’re looking for someone who shares our passion for building outstanding products and helping small business owners thrive.
The Role
We’re hiring a Customer Onboarding & Support Specialist to:
– Help new clients get set up and confident using Lumen Dynamics
– Run consultative product demos that close deals
– Solve support tickets with empathy and clarity
– Create documentation that reduces repeat questions
You’ll join a small, focused team where your impact is immediate and visible.
What You’ll Be Responsible For
– Client Onboarding & Training (40%) — Run kickoff calls, deliver screen-share training, and guide customers from signup to first successful booking/payment.
– Product Demos (40%) — Run live demos for prospective customers, focused on solving their business pain, not pitching features.
– Customer Support (15%) — Handle tickets via Intercom, troubleshoot issues, escalate bugs, and follow up proactively.
– Support Documentation (5%) — Turn repeated questions into crisp, helpful articles, screenshots, and video tutorials.
– Voice of the Customer (5%) — Flag product issues, trends, and friction points to the engineering and product teams.
You’re a Fit If You Have…
– At least 2+ years in SaaS onboarding, support, or customer success
– Excellent written and spoken English — clear, friendly, and professional
– Experience leading screen-share trainings or live product walkthroughs
– Strong technical comprehension — you can quickly understand how systems work and recommend solutions for client needs
– A process-oriented mindset — you look for ways to document, systemise, and improve
– Comfort troubleshooting basic app issues (logs, browser tools, settings, APIs)
– Right to work in your country of residence (we hire as long-term contractors or via an EOR; we don’t sponsor visas)
Nice-to-Haves
– Familiarity with CRMs, Stripe, Zapier, or fitness industry tools
– Experience with Featurebase or other support chat tools, Notion, Linear, and Loom
– Previous experience in a fast-growing tech startup or B2B SaaS environment
– Links to help docs, demo videos, or customer education content you’ve created
– Proficiency using AI tools to improve personal productivity
Tools We Use
Notion · Loom · Linear · Stripe · Slack · Google Meet · Featurebase · Claude
What Success Looks Like in Year One
– You’re leading new client onboarding and cutting time to value
– Product demos convert 25%+ of leads
– 95%+ CSAT score across 200+ tickets/month
– Knowledge base content deflects >50% of common queries
– Weekly product feedback from customers results in measurable improvements
Location & Compensation
– Remote across the UK and Europe, working in Greenwich Mean Time (GMT) hours
– Base Salary: £33,000 – £42,000 per year depending on experience and location
– Sales Commission: Additional £10,000 OTE per year, uncapped
– Total OTE: £43,000 – £52,000 or more for high sales results
– Long-term contractor (preferred) or full-time employee
– Compensation can be paid in GBP or EUR/USD equivalent
How to Apply
1. Complete the application form via the link provided
2. Include a short Loom (max 5 min) sharing a bit about yourself and why you’re a fit for our team
3. Share any support docs, videos, or demos you’ve created (if you have them).
We respond fast. Expect an intro call, a short exercise, and a final interview — all within two weeks if it’s a match.
Please let Lumen Dynamics know you found this position on NoDesk as a way to support us so we can keep providing you with quality remote jobs.
About Lumen Dynamics
Company Website
People also viewed
– Senior Customer Success Manager - UK/Netherlands
Apollo
– Senior Customer Success Manager - UK
Apollo
– Business Operations Manager
Eight Sleep
– Customer Success Manager (EMEA)
Oyster
– Paid Marketing Manager
Stripe
– Community Growth Manager
Reedsy
– Account Manager, Strategic, EMEA
Mural
– Create a Flexible Remote Income Stream | Work Anywhere
Inspiring Lives Today
– German Customer Support Specialist
HubSpot
– Lead Product Designer
Cycloid
View all remote jobs