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Bsport is a wellness tech platform that empowers boutique fitness studios and wellness businesses with an all-in-one solution for bookings, payroll, marketing, and operations. Backed by €30 million in funding, the company is scaling internationally and redefining fitness and wellness technology.
In this Customer Care CQA (Customer Quality Assurance) role, you will be the escalation point for complex support cases that Level 1 support cannot resolve. You own the client relationship from intake through resolution, serving as the main point of contact and ensuring clients feel supported throughout the process.
Key responsibilities:
- Investigate escalated cases to determine root cause: Is it a bug, configuration issue, or usage question?
- Review Back Office settings, reproduce issues, and search existing tickets in Linear
- Resolve configuration and usage issues directly with clients
- Intake bugs into the CQA workflow via Slack, Notion, and Linear with full replication steps and proper tagging
- Own client communication: assign an owner same-day, provide updates every 48 hours, close loops when fixes ship
- Identify patterns in repeat issues and report weekly to leadership with client impact metrics
You will work closely with the CQA Specialist and Product team on bug resolution while maintaining the client relationship and ensuring transparency at every stage.
Requirements:
- 1+ year of experience in technical support or software QA
- Methodical mindset with ability to reproduce issues, investigate root causes, and write clear, actionable bug reports
- Strong communication skills: clarity and empathy when communicating with clients, especially when fixes are pending
- Fluent in English, plus French or Spanish
- Nice to have: Experience with Linear or Jira, familiarity with APIs, webhooks, or integrations (ClassPass, Wellpass, USC, Wellhub), previous SaaS environment experience
