Customer Support Representative

CUSTOMER SUPPORT REPRESENTATIVE Playbook · Remote · Southeast Asia (Philippines preferred) · Full-Time ABOUT PLAYBOOK Playbook is the #1 platform for fitness creators — the tools fitness trainers, athletes, and coaches use to scale their subscription businesses and build thriving communities. With over 210,000 paid users and 64% growth since 2023, we power everything from workout subscriptions and one-time programs to challenges, livestreams, and creator CRM. We're a fast-moving, product-obsessed team, and our Support function sits right at the center of it all. ABOUT THE ROLE As Playbook grows, so does the complexity and volume of our customer support. We're looking for a Customer Support Representative based in Southeast Asia to extend our coverage into U.S. evening hours and help us maintain the high-quality, responsive experience our customers expect. This is a high-ownership role — you'll handle frontline tickets, fraud and dispute work, help center documentation, and provide hands-on support to Product team prior to new feature rollouts. Hours: ~9PM–5AM ET (9AM–5PM local) Compensation: $20,000–$35,000 USD annually WHAT YOU'LL DO - Respond to and resolve customer support tickets via Intercom - Assist with credit card dispute resolution and fraud investigations - Maintain and improve help center articles and internal support documentation - Support product launches and new feature rollouts with user education and in-product messaging - Collaborate with the broader team on escalations to Product and Engineering WHAT WE'RE LOOKING FOR - 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 WHY JOIN - 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 - Competitive compensation for the region with room to grow as Playbook scales