Customer Support & Product Testing

3+ years in customer support, customer success, or QA for a software product (SaaS).

Fluent written and spoken English (C1 or better). Almost all our customers are in the US, Canada and the UK. You will be on video calls with them.

Strong technical curiosity. You are comfortable in a web admin panel, you understand what a browser console is, and you can tell a user error from a product bug.

Excellent written communication. You can explain one thing clearly instead of three things vaguely.

Genuine care about the customer's outcome, not about closing the ticket.

Autonomy. You work remote, you manage your own queue, and you ask for help early.

Availability overlapping US business hours (at least 09:00–17:00 US Eastern).

You already work with AI every day. This is a hard requirement, not a bonus. Equally important: you know when the AI is wrong. We do not want answers pasted to a customer without a human who checked them.

This is not a ticket-closing job. You are the person who knows our product better than anyone outside the engineering team.

You have two connected jobs. First, you support our clubs: you answer their questions, solve their problems, and make sure they succeed with the platform. Second, you are the first person to use every new feature we build. You test it before it reaches customers, you report what is broken or confusing, and then you explain the finished feature to the clubs that need it.

Because you tested the feature, your support answers are correct. Because you support customers, your feature feedback is real. The two jobs make each other better.

Answer customer questions by email, chat and video call. Own each case until it is solved.

Diagnose problems with real data: read the admin panel, reproduce the issue, and decide if it is a configuration mistake, a misunderstanding, or a bug.

Write clear, reproducible bug reports for engineering — steps, expected result, actual result, screenshots, affected club.

Test new features before release on our staging environment. Try the normal path, then try to break it. Report what is unclear, not only what is broken.

Run feature walkthroughs and onboarding calls for club admins. Turn a new release into something a club owner understands in five minutes.

Write and maintain help center articles and short how-to videos.

Bring the voice of the customer into product decisions. You will tell us which requests keep coming back and which features nobody uses.

Help onboard new clubs: set up their courts, pricing, memberships and staff accounts.

Use AI every day as part of the job. You will also test and support Ace, our in-product AI copilot for club admins.

Experience testing pre-release software, writing test cases, or doing exploratory QA.

Experience with a payments product (Stripe, refunds, failed charges, disputes).

Experience writing help center documentation or making product videos.

Familiarity with support tooling (Intercom, Zendesk, HubSpot) and issue trackers (ClickUp, Jira, Linear).

Basic SQL, or the willingness to learn it. We will teach you.

Knowledge of racquet sports — pickleball, padel, tennis, squash — or experience working at a sports club or gym.

$1800-$2500/mo salary

Fully remote work from anywhere in Latin America.

Direct access to the founders and the engineering team. Your bug report goes to the person who wrote the code, not into a queue.

Real influence on the product roadmap.

A small team where your work is visible.

Paid AI tooling. We give you the accounts and we expect you to use them.