Hapana · 1 month ago
Technical Support Agent (US)
United States
Full-time
Remote
Mid LevelHapana is a rapidly growing software solution within the fitness industry, revolutionising the operations of multisite boutique businesses. The Tier 2 Technical Support Agent will deliver high-quality support for all Hapana product lines, handling advanced support tickets and collaborating with internal teams to improve processes.
CRMFitnessSoftware
Responsibilities
Support Tickets – Manage high volumes of tickets, resolve complex issues, escalate when needed and meet SLA requirements while maintaining accuracy under pressure
Technical Training & Competency – Maintain knowledge of web development concepts including APIs, webhooks and authentication, develop experience with CRM systems, particularly GoHighLevel
Support Resources & Process Improvement – Identify opportunities to improve processes, create knowledge base articles and videos and coordinate support-related data tasks
Interdepartmental Liaison – Build relationships with CSMs, Development, Product, Onboarding and Sales teams validate technical requirements and ensure stakeholders receive accurate information
Stripe Support – Troubleshoot payment processing, billing concerns, and verification issues; escalate unresolved issues and maintain communication throughout resolution
Qualification
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 looking for someone based in West Coast or Central timezone as well as 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
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$22.17MKey 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
R
Russel Aizen
Chief Financial Officer
Recent News
2026-01-19
2026-01-17
Startup Daily
2026-01-14
Company data provided by crunchbase