Job Overview
Location
Europe (Remote)
Job Type
Full-time
Category
Customer Support
Date Posted
May 16, 2026
Full Job Description
đź“‹ Description
- • Respond to and resolve customer support tickets via Intercom, ensuring timely and empathetic responses to users of Playbook’s fitness creator platform
- • Assist with credit card dispute resolution and fraud investigations, carefully reviewing transaction data and customer communications to protect both users and the platform
- • Maintain, update, and improve help center articles and internal support documentation to ensure accuracy, clarity, and ease of use for both customers and support team members
- • Support the Product team during new feature rollouts by creating user education materials, drafting in-product messaging, and identifying potential user confusion points before launch
- • Collaborate with Product and Engineering teams on escalations, providing firsthand customer feedback to inform product improvements and bug prioritization
- • Work independently in a remote, async-first environment to manage high volumes of customer inquiries across time zones, with a focus on U.S. evening hours (9PM–5AM ET)
- • Handle sensitive customer issues related to billing, access, subscriptions, and account security with precision and confidentiality
- • Contribute to continuous improvement of support workflows by identifying recurring issues and proposing systemic solutions to reduce future ticket volume
- • Engage directly with fitness creators—including trainers, coaches, and athletes—understanding their unique needs and challenges in running subscription-based fitness businesses
- • Ensure consistent tone and quality across all customer interactions, reflecting Playbook’s brand voice: clear, warm, and professional
- • Participate in cross-functional meetings to relay customer insights and advocate for user experience improvements
- • Monitor support metrics and performance benchmarks to maintain high response times and customer satisfaction levels
- • Adapt quickly to evolving product features, policy changes, and platform updates to remain an effective frontline resource for users
- • Document procedural changes and knowledge updates for team-wide reference, ensuring alignment across global support operations
- • Proactively identify patterns in customer complaints or feature requests and escalate actionable insights to the Product team
- • Serve as a bridge between customers and internal teams, translating user feedback into clear, actionable reports for Engineering and Product
- • Maintain strict compliance with data privacy and security protocols when handling personal and payment-related customer information
- • Remain highly detail-oriented when resolving complex billing discrepancies, subscription errors, or account access issues
- • Contribute to a culture of ownership by taking responsibility for the end-to-end resolution of customer issues, not just ticket closure
- • Help onboard new support team members by sharing best practices, documentation, and institutional knowledge
- • Work within a fast-paced, product-obsessed environment where customer feedback directly influences product roadmap decisions
- • Be part of a team that is recognized by users as a trusted partner, not merely a support function
🎯 Requirements
- • 2–5 years of customer support experience, ideally at a SaaS or marketplace company
- • Strong written English proficiency — clear, warm, and efficient
- • Comfortable working independently in a remote, async-first environment
- • Detail-oriented, especially when handling billing disputes, fraud cases, or other sensitive customer issues
- • Familiarity with Intercom or similar support tooling is a plus
- • Genuine interest in the fitness/creator space is a bonus
🏖️ Benefits
- • Competitive compensation for the region with room to grow as Playbook scales
- • Work directly alongside a team that's trusted as a product partner, not just a ticket queue
- • Real ownership over documentation, processes, and the customer support experience
- • Be part of a platform that helps thousands of fitness creators — from celebrity trainers to independent coaches — build sustainable businesses
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Playbook, Inc.
Playbook is a comprehensive platform designed to streamline and centralize sales enablement content. It provides sales teams with easy access to the latest collateral, playbooks, training materials, and competitive intelligence, all organized and searchable within a single application. The platform aims to improve sales productivity, ensure brand consistency, and shorten sales cycles by equipping representatives with the right information at the right time. Key features include content management, analytics on content usage, and integration capabilities with other sales tools. Playbook empowers sales professionals to close more deals by enhancing their knowledge and access to essential resources.
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