Customer Support Agent

PRIMAL STRENGTH CUSTOMER SUPPORT AGENT

Hybrid - Buchanan Street HQ & Paisley office, Glasgow Full-time 9:00am-5:30pm

Who We Are

PRIMAL is a market-leading product brand in the strength and fitness sector, with a global reach and customer base. Our core belief is that strength is in us all, and our purpose is to equip everybody to realise their full potential. We serve everyone from home-gym owners and PTs to full turnkey solutions for national gym chains, professional sports teams and commercial office training spaces. We'

The Opportunity

We're looking for a highly motivated, customer-obsessed Customer Support Agent to be the first point of contact for PRIMAL's customers - delivering the kind of service that matches the quality of the equipment we build. You'll work in a fast-moving fitness brand, solving real problems for gym owners, PTs and home-gym enthusiasts every day.

We're especially keen to hear from people with a genuine interest in gym equipment or the fitness industry - whether that's hands-on experience, a home gym of your own, or just a passion for the space. That interest helps you speak our customers' language from day one.

What You'll Do

• Communicate with customers via phone, email and chat to resolve issues
• Handle technical product troubleshooting and warranty claims
• Handle order and delivery issues, returns and exchanges accurately and efficiently
• Collaborate with internal teams to ensure timely resolution of customer queries
• Maintain a high standard of professionalism and care in every interaction with PRIMAL's customers.

What We're Looking For

• An interest in gym equipment or the fitness industry - any hands-on experience is a strong plus
• Excellent verbal and written communication skills - you must be confident on the phone with customers (inbound and outbound), as well as strong written skills.
• Confident using CRM systems / customer support platforms - such as HubSpot, BrightPearl, Shopify
• Able to multitask and prioritise methodically and calmly in a fast-paced environment

Hours & Location

This role is based across our Buchanan Street HQ and our Paisley office, four days a week, with one day available for working from home once training is completed. Working hours are 9:00am-5:30pm (or equivalent), with a one-hour break.

Why Join PRIMAL

• An exciting, growing Scottish product brand based in the heart of Glasgow - you're joining a growing team, which brings growth opportunity.
• A Competitive salary
• Annual bonus scheme
• FREE gym membership
• A positive, supportive team
• Flexibility around work hours
• Fresh fruit, coffee and plenty of other perks

STRENGTH. IT'S IN US ALL.