Care Specialist, FITR

Customer Experience

£30-40k

Junior and Mid level

London

3 days a week in office (Our office is based in Soho, Central London)

The operating system for online fitness coaches

Be an early applicant

The operating system for online fitness coaches

21-100 employees

B2CB2BLifestylePersonal healthFitness

Be an early applicant

£30-40k

Junior and Mid level

London

3 days a week in office (Our office is based in Soho, Central London)

21-100 employees

B2CB2BLifestylePersonal healthFitness

Company mission

To transform the future of online fitness by building the leading platform for personal trainers and fitness coaches worldwide. Backed by venture capital, FITR is entering a serious 5 year growth journey to become the dominant player in the industry. We are now in our scale up phase, expanding rapidly and shaping the standard for how coaching is delivered, managed, and scaled across the globe.

Job

Company

Role

Who you are

You have experience in customer support, customer service, retail, hospitality, or a customer-facing role (SaaS experience is great, but not required)
A clear, friendly written communication style - you know how to sound human, not robotic
Comfortable handling multiple conversations at once without dropping the ball
Calm under pressure and able to prioritise when things get busy
Naturally curious - you like understanding why something works, not just how
Happy working in a fast-paced startup environment where things evolve quickly
Proactive, accountable, and willing to take ownership rather than wait for instructions
London based and happy to work 3 days a week in our Soho office

Desirable

Experience working in a SaaS, tech, or startup environment
Familiarity with tools like Intercom, Zendesk, Notion, HubSpot, or Slack
Interest in fitness, health or coaching
An interest in growing into Customer Success, CX Ops, or team leadership over time
Enjoys contributing ideas and improving how things are done, not just following processes

What the job involves

Being the front line of FITR - the first voice our coaches speak to and the person who shapes how they feel about the product
Supporting coaches in real time via live chat, email, and social, helping them move faster and feel confident using FITR
Turning “I’m stuck” moments into “oh wow, that was easy” moments
Handling a high volume of daily conversations while keeping responses thoughtful, human, and on brand
Helping coaches set up, troubleshoot, and optimise their accounts so they actually see value, not just features
Spotting patterns in questions, bugs, or confusion - and feeding those insights back to Product and CS to make FITR better
Contributing to how we scale support: help centre content, macros, automations, and smarter workflows
Getting involved beyond tickets - from onboarding sessions to proactive outreach and one to many support
Working closely with a small, ambitious team where your ideas are encouraged and your impact is visible
Growing with the role as FITR scales this is a chance to build skills, confidence, and a career, not just “do support”

Application process

1. Apply online 📝 Share your profile and a bit about yourself - we genuinely review every application.
2. First chat with the Hiring Manager 💬
3. Second interview with a FITR team member 🤝
4. Short take-home task 🧠
5. Final stage: in person presentation + team lunch 🍽️

Salary benchmarks

Our take

FITR is an all-in-one personal trainer software that's helping coaches, gyms, and fitness brands take their services online. While many trainers still juggle spreadsheets, messaging apps, and payment tools, FITR brings everything together on one platform.

It's more than just a scheduling tool, too. FITR lets trainers create and sell custom fitness, nutrition, and lifestyle programmes, automate delivery, and also manage clients of any size. Additionally, it's the official software partner for HYROX, the world's largest indoor fitness event. This is huge for the company, and as fitness continues to move online and demand for remote coaching only grows, FITR is in a strong position to see some serious growth.

Steph

Company Specialist at Welcome to the Jungle

Insights

Strong hiring activity

Trustpilot (4.7)

Company

Funding (1 round)

Apr 2022

$1.2m

ANGEL

Total funding: $1.2m

Company benefits

🌍 Unlimited holiday allowance - we trust you to recharge when needed
🏢 Hybrid working - collaborate in our central London office Tues-Thurs, with flexibility Mon & Fri
⏰ Focused office hours - 10am-5pm collaboration days that respect work life balance
🍹 Thirsty Thursdays - celebrate wins together every Thursday with team drinks in the office
🍎 Office snacks & drinks - always stocked to keep you fuelled and energised
🐶 Tinker, our office mascot - daily morale boost guaranteed
🎉 Fun, vibrant, energetic team - small but ambitious, where your voice is always heard
📈 Career growth & progression - join a VC backed SaaS scale up at a pivotal stage.

Company HQ

Soho, London, UK

Leadership

Leon Cassidy

(Founder & CEO)

Leon, FITR’s Founder & CEO, is a KPMG-trained chartered accountant who left corporate finance and VC to build a platform transforming online coaching after facing outdated tools himself.

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