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Hapana · 4 weeks ago

Technical Support Agent (US)

United States

Full-time

Remote

New Grad, Entry Level

Hapana is a rapidly growing software solution within the fitness industry, revolutionizing the operations of multisite boutique businesses. As the Tier 2 Technical Support Agent, you will deliver high-quality support for all Hapana product lines, manage advanced support tickets, and contribute to process improvements.

CRMFitnessSoftware

Responsibilities

Manage high volumes of tickets, resolve complex issues, escalate when needed and meet SLA requirements while maintaining accuracy under pressure

Maintain knowledge of web development concepts including APIs, webhooks and authentication, develop experience with CRM systems, particularly GoHighLevel

Identify opportunities to improve processes, create knowledge base articles and videos and coordinate support-related data tasks

Build relationships with CSMs, Development, Product, Onboarding and Sales teams validate technical requirements and ensure stakeholders receive accurate information

Troubleshoot payment processing, billing concerns, and verification issues; escalate unresolved issues and maintain communication throughout resolution

Qualification

Technical support experienceTroubleshooting skillsAPIsWebhooksCRM platforms experienceStripe support experienceAnalytical skillsProblem-solving abilitiesCommunication skillsOrganisational skillsCollaboration skills

Required

Experience in technical support or Tier 2 support role, preferably in SaaS or software environments

Strong troubleshooting, analytical, and problem-solving abilities

Familiarity with APIs, webhooks, and basic web-development concepts

Excellent written and verbal communication skills with ability to simplify complex technical issues

Strong organisational skills with ability to manage multiple tasks in a fast-paced environment

Ability to collaborate effectively across multiple departments

This role is based in the US and is fully remote

Preferred

Experience with Stripe or other payment processors is a plus

Basic experience with CRM platforms (particularly GoHighLevel) is highly advantageous

Benefits

Competitive salary

Benefits

Wellness perks including fitness initiatives

Work-life balance policies

Company

Hapana

Hapana is an end-to-end platform for ambitious fitness business that who want growth and insane member engagement.

Founded in 2012

Sydney, New South Wales, AUS

51-200 employees

https://www.hapana.com

Funding

Current Stage

Growth Stage

Total Funding

$22.17M

Key Investors

MicroequitiesOIF Ventures

2026-01-08Series Unknown· $4.87M

2024-08-12Series A· $17.3M

2023-11-06Debt Financing

Leadership Team

Jarron Aizen

CEO & Founder

Russel Aizen

Chief Financial Officer

Recent News

Startup Daily

Cheque-in: 3 startups kick off 2026 raising $25.8 million

2026-01-19

SmartCompany

Three Aussie startups that raised $25.8 million this week

2026-01-17

Startup Daily

Gym software platform Hapana lifts $7.25 million

2026-01-14

Company data provided by crunchbase