Hapana

Support Engineer

• 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.

Tier 2 Technical Support Agent

Account Executive

• Lead Generation and Prospecting by identifying and targeting prospective clients (eg independent gyms, boutique studios, fitness studios and franchise operators) through outbound strategies, including outbound calling, emails and networking at industry events
• Sales Pipeline Management by building and maintaining a strong pipeline of new business opportunities, ensuring consistent progression of leads from discovery to close using HubSpot
• Consultative Selling by Conducting discovery calls and needs assessments to understand prospects’ business challenges, tailoring Hapana’s platform features (eg member management, reporting, automation) to their specific goals
• Solution Presentations and Demos to deliver compelling product demonstrations and presentations, showcasing how Hapana’s platform drives ROI, operational efficiency and member retention
• Responsible for negotiating and closing contracts, including pricing, terms, and deal structures, to secure new clients while ensuring alignment with Hapana’s pricing strategy and client expectations.
• Collaboration with Internal Teams by partnering with Marketing to leverage campaigns and lead-generation tools and work with Customer Success to ensure smooth onboarding for new clients
• Stay informed about fitness industry trends, competitor offerings (e.g., Mindbody, Glofox), and prospect feedback to refine sales strategies and differentiate Hapana’s value proposition.
• Sales Forecasting and Reporting by providing accurate forecasts of new account revenue and deal progression, maintaining detailed records of sales activities in CRM
• Client Advocacy Relay prospect insights and market feedback to Product and Marketing teams to enhance Hapana’s offerings and go-to-market strategies.

Tier 2 Technical Support Agent

Sales Executive, Acquisition