Customer Success Representative: Supplement Industry Expert

WHO WE WANT ON OUR TEAM

At Gains In Bulk, we are seeking an energetic, experienced, and customer focused Customer Success Representative who is passionate about helping customers thrive in their fitness journey. You will play a key role in ensuring our customers have a top-tier experience while maximizing their performance with our premium products.

We want a candidate with proven experience in customer success, preferably in the supplement or fitness industry, who thrives in a fast-paced and growth-driven environment. If you're someone who values integrity, accountability, and a relentless pursuit of excellence, you’ll fit right in.

We seek an experienced candidate who is comfortable working in a fast-paced and dynamic work environment that is aligned with our core values:

• Tell The F*CKING Truth (TTFT): No fluff, no shortcuts—just truth. We build trust through transparency and integrity.
• Be Delusional: Fearlessly chase audacious visions that defy convention, fueled by unwavering belief in the impossible.
• Get Sh** Done: Progress is earned, not given. We show up and do whatever it takes.
• Everyone’s A Leader: Every team member owns their role, drives impact, and inspires others through action.
• Never Stop Progressing: Relentless pursuit of growth, truth, and excellence in all facets of life.

At GAINS, we own our results, hold each other accountable, and never compromise on quality, integrity, or effort. We don’t take shortcuts. We don’t chase trends. And we never settle for mediocrity.

If these values align with how you approach your work, you’re exactly who we’re looking for.

POSITION SUMMARY

The Customer Success Representative establishes, develops, and maintains a positive customer experience for all Gains In Bulk customers. An ideal candidate for this role will handle inbound customer inquiries primarily via phone, email, and messaging in a timely manner to increase customer satisfaction and retention. An ideal candidate will be energetic, always maintain a positive attitude, and provide our customers with the highest level of customer service within our company standards and operating procedures.

LOCATION

This position will be on-site at our headquarters in Mesa, Arizona.

EMPLOYMENT TYPE

Full-time | Monday - Friday, 8:00 AM - 5:00 PM

ABOUT GAINS IN BULK

Gains In Bulk helps individuals maximize their performance in life and the gym.

Gains In Bulk is home to Instantized Creatine® and our entire lineup of premium, third-party-tested, whole-food based supplements.

Gains In Bulk is a 2X Inc. 5000 honoree and is among the fastest-growing direct-to-consumer brands in the United States. The company was co-founded in 2016 by Braven Grant and is headquartered in Mesa, Arizona.

RESPONSIBILITIES

Some of the core responsibilities include, but are not limited to:

• Supporting customer inquiries promptly to increase customer satisfaction, retention, and help our customers achieve their goals through the regular use of our products and services
• Support our monthly subscribers by helping manage their subscription preferences to achieve their goals while reducing our monthly subscription churn rate
• Address and alleviate customer concerns related to shipping, subscriptions, and damaged or lost products
• Collaborate regularly with our Fulfillment and Marketing teams to support customers, escalate issues, and share feedback as needed
• Proactively seek ways to improve our customer experience, developing creative solutions in a fast-paced environment
• Advocate for customer needs and communicate customer feedback to internal teams for product or process improvement opportunities
• Gain a deep understanding of our products and how they benefit our customers, and gain the proficiency and confidence to provide recommendations based on customer preferences and goals

QUALIFICATIONS & SKILLS

• Excellent communication skills (written and verbal) to effectively communicate with customers via phone, email, messaging, or virtual meetings
• General computer skills and the ability to learn new software programs quickly (Google Workspace, Shopify, RichPanel, Gorgias, Shipstation, Claude, ChatGPT, etc)
• A positive attitude, high emotional intelligence, and empathy skills
• Ability to maintain conversations with customers in a diplomatic and goal-focused manner
• Deep commitment to understanding and meeting the needs of customers
• Detail-oriented, maintaining high levels of organization
• Problem-solving skills and the ability to quickly identify and address problems with creative and effective solutions
• Strong working knowledge of dietary supplements and nutraceuticals is not required, but preferred
• Eagerness to identify opportunities to integrate AI workflows into our customer service expereince to better serve customers

EDUCATION AND EXPERIENCE

• Bachelor’s degree, High school diploma, GED Certificate, or prior experience working in customer service, sales, or communications-related fields
• Preferred candidates will have prior experience in customer service, account management, or sales development
• Proficiency in a customer relationship management (CRM) software is a plus
• Experience in sports nutrition, dietary supplements, and fitness coaching is not required, but is preferred

TRAVEL

• No regular travel requirements
• Occasional local travel to support customer activation events

PHYSICAL REQUIREMENTS

• Prolonged periods of sitting at a desk and working on a computer

COMPENSATION & BENEFITS

• Hourly: $18-$22 (Based on Experience)

Benefits Available After the First 90 Days:

• Health insurance
• 401K (with company match)
• Paid time off and sick time
• Paid company holidays
• Employee discount on Gains In Bulk products
• Opportunities for travel and professional development
• Access to gym and wellness resources

CAUGHT YOUR ATTENTION?

Thank you for your interest in joining our growing brand! If this position caught your interest, for best consideration, please send us your resume. Please email [email protected] with Customer Success Representative - [YOUR NAME] in the subject line.

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Benefits:

• 401(k)
• Health insurance
• Paid time off
• Referral program

Application Question(s):

• This is an onsite role. Can you reliably commute to 8150 E Germann Rd, Mesa, AZ 85212?
• How many years of experience do you have in a customer facing role?

Work Location: In person