Tier 2 Technical Support Agent (UK)

WHO WE ARE

Hapana powers some of the world's leading fitness brands. Walk into Fitstop, STRONG Pilates, KX Pilates, Gold's Gym or J.I.M and there's a good chance our platform is running the entire business—from memberships and bookings to payments, marketing and growth.

The fitness industry is evolving rapidly, and we're the technology helping drive that transformation.

Today we're a team of 115 people across Australia, USA, UK, Brazil, Singapore and India, building products that thousands of fitness businesses rely on every day. Everything we create has a direct impact on real customers, real businesses and millions of member experiences around the world.

We're entering an exciting new chapter as we invest heavily in our platform, AI capabilities and product innovation. If you're passionate about solving meaningful problems, working with talented people and shipping products that customers love, we'd love to meet you.

THE OPPORTUNITY

As a Tier 2 Technical Support Agent, you'll be the technical backbone of our support team, the person others turn to when an issue needs a deeper level of expertise. You'll take ownership of the most complex support tickets across all Hapana product lines, working through problems that span APIs, webhooks, authentication, CRM integrations and payment processing.

This role sits at the intersection of support, product and engineering. You'll work closely with our Development, Product and Onboarding teams to validate technical requirements, unblock customers and make sure every stakeholder has accurate, timely information. You'll also help shape the way our support function operates, spotting opportunities to improve processes and building the knowledge base that helps the whole team work smarter.

Most importantly, you'll bring a level head and sharp problem solving to every ticket, protecting the client experience even when the issue in front of you is anything but simple. 

WHAT YOU'LL DO

• Ticket Ownership & Resolution: Manage a high volume of Tier 2 support tickets, resolving complex technical issues, escalating where needed and meeting SLA requirements while maintaining accuracy under pressure.
• Technical Expertise: Serve as the team's subject matter expert on web development concepts including APIs, webhooks and authentication, and build deep working knowledge of CRM systems, particularly GoHighLevel.
• Stripe & Payments Support: Troubleshoot payment processing, billing concerns and verification issues, escalating unresolved cases and keeping customers informed throughout resolution.
• Process & Knowledge Base Improvement: Identify opportunities to improve support processes, create knowledge base articles and videos, and coordinate support-related data tasks.
• Cross-Functional Liaison: Build strong relationships with CSMs, Development, Product, Onboarding and Sales, validating technical requirements and making sure every stakeholder has accurate information.
• Autonomous Judgement: Work effectively under pressure, both independently and with supervision, maintaining a high level of accuracy across a demanding ticket queue.

WHAT YOU'LL BRING

We're looking for someone who's naturally curious, technically sharp and genuinely enjoys solving problems for people. You'll ideally bring:

• Experience in technical support or a Tier 2 support role, preferably within 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 the ability to simplify complex technical issues for a non-technical audience.
• Strong organisational skills with the ability to manage multiple tasks in a fast-paced environment.
• Experience with Stripe or other payment processors is a plus.
• Basic experience with CRM platforms is highly advantageous.
• Ability to collaborate effectively across multiple departments.
• Ability to work on weekends, with two rostered days off (RDOs) during the week.

If you're reading this thinking, “I don't tick every single box, but this sounds like me,” we'd still love to hear from you. We hire for potential as much as experience.

WHAT SUCCESS LOOKS LIKE

By the end of your first year, you'll have:

• Become the go-to technical expert for complex, escalated support issues.
• Consistently met SLA and accuracy targets across a high-volume ticket queue.
• Built trusted working relationships across CSMs, Development, Product, Onboarding and Sales.
• Strengthened our knowledge base with articles and videos that reduce repeat escalations.
• Deepened your expertise in GoHighLevel, Stripe and Hapana's broader technical ecosystem.
• Helped shape stronger, smarter support processes for the wider team.

LIFE AT HAPANA

We believe great work happens when people are trusted, supported and given room to do their best work. What you'll enjoy:

• Birthday Leave – Take your birthday off, on us.
• Wellness Days – Two additional wellbeing days each year, separate from annual leave.
• Work From Anywhere – Spend up to two weeks each year working from anywhere in the world.
• Home Office Allowance – Create a workspace you'll genuinely enjoy.
• Paid Parental Leave – Supporting both primary and secondary carers.

JOIN US

We're building products that power the future of fitness and we're only just getting started.

If you love solving meaningful problems, collaborating with exceptional people and seeing your work make a genuine impact, we'd love to hear from you.

Hapana is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where everyone can do their best work. Different perspectives make us stronger, and they're one of the reasons we've come this far—and will continue to grow.

We're excited to manage this recruitment ourselves, so we won't be partnering with recruitment agencies for this opportunity.