Product Operations Specialist

Product Operations Specialist
Full-Time Contractor · Remote (Philippines or Latin America)
Must overlap with US Central Time (CT) by at least 4 hours daily (between 6am - 7pm CT)

We are an all-in-one studio management platform for boutique fitness (Pilates, yoga, barre, and modern wellness spaces). We combine booking, payments, custom websites, CRM, and marketing into a single system - replacing clunky legacy software so studios can run their entire business with zero chaos.

We're looking for a sharp, detail-obsessed Product Operations Specialist to sit right at the intersection of our customers, product, and engineering team. Studio owners rely on us to run their livelihood - processing payments, scheduling classes, and managing their clients. Your mission is to protect their experience: ensuring new features actually work before release, accurately diagnosing issues when things go wrong, and keeping our product documentation crystal clear.

This is a full-time contractor role. We’re a small, early-stage startup, so there are no layers of management or people tracking your every move. You need to be self-reliant, proactive, and ready to work hard. With that autonomy comes a strong expectation of visibility and transparency - keeping the team in the loop, surfacing blockers early, and taking complete ownership of your work.

You’ll spend your time on three core areas:

1. Triaging customer support issues with precision
When a studio owner reports a problem, you dig in to understand what is actually happening and categorize it accurately:

• System bug: Reproduce the issue, isolate what broke, collect IDs/logs/screenshots, and write a clear, actionable ticket for engineering.
• Product deficiency: Recognize when the system technically works, but a confusing UX flow caused the user to make a mistake - then articulate how the product flow should be improved.
• User confusion: Identify when someone simply needs training or guidance, explain how the feature works in plain language, or route them to customer success with clear instructions.

2. Validating features before they reach customers

• Hands-on testing of new features, updates, and bug fixes on staging and production before they roll out to studios.
• Test like a real studio owner and end-client: walk through realistic booking flows, edge cases (credit packs, refunds, late cancellations, discount codes), and responsive views on desktop and mobile.
• Act as the quality gatekeeper: verify that acceptance criteria are truly met and push back when something isn't ready to ship.

3. Authoring and finalizing product documentation

• Write, update, and polish clear help center articles, release notes, and step-by-step guides for studio owners and staff.
• Ensure documentation stays ahead of product releases so customers have answers the moment a feature goes live.
• Use screenshots, Loom walkthroughs, and concise formatting to make complex setups easy to follow.
• Leverage LLMs and AI tools to draft and format documentation quickly, while meticulously verifying every detail for accuracy.

We’re especially interested in candidates who:

• Have an analytical, detective mindset: You don't just pass along vague complaints. You love reproducing issues, figuring out root causes, and providing all the context needed to solve them.
• Have high standards for quality: You notice visual glitches, broken links, clunky mobile interactions, and confusing copy before customers do.
• Write exceptional, crystal-clear English: You can explain complicated software workflows simply and concisely, both to non-technical studio owners and to software engineers.
• Are proactive and self-managed: You don't wait to be told what to do each morning. You manage your own queue, prioritize what matters most, and take pride in working hard without someone looking over your shoulder.
• Default to visibility and transparency: Remote teams break down when people go dark. You proactively share progress, raise your hand when you're stuck, and keep tickets and documentation up to date.
• Are tech-savvy: You're comfortable testing modern web apps, inspecting browser requests/console when needed, and learning complex SaaS systems quickly.

Nice to have:

• Experience working in boutique fitness, wellness studios, or appointment-based businesses (or using platforms like Mindbody, Momence, Mariana Tek, or Glofox).
• Prior experience in product operations, QA, or technical customer support for a SaaS product.
• Experience with tools like Jira, Stripe Dashboard, or Intercom/Zendesk.

If you enjoy having autonomy, take pride in sweating the details, and want to help build a product people rely on every day, we’d love to hear from you.