Support Specialist

Position: Support Specialist

Location: Remote (South/Central America)

Hours: 6:00 AM - 2:00 PM PST (Pacific Standard Time)

Reports to: VP Growth

SweatPals is redefining how fitness communities connect and thrive - the next evolution in how the world works out! We empower social fitness communities with comprehensive tools that help them promote events, manage members, and grow their businesses across hundreds of cities nationwide. Our mission? Making fitness more social, accessible, and rewarding for everyone. We're proudly backed by some of the best venture capital firms in the world, including Andreessen Horowitz and Pear VC.

We're seeking an enthusiastic Support Specialist to join our Customer Support team during our afternoon and evening hours. This is an exciting opportunity to be the frontline hero for fitness entrepreneurs and community members, helping them navigate challenges while building your career in customer support at a fast-growing startup.

As a Support Specialist at SweatPals, you'll be the friendly voice (and keyboard) that helps our fitness community hosts and their members succeed on our platform. Working the early/afternoon shift (6:00 AM - 2:00 PM), you'll handle inquiries from fitness communities across the country. This role combines problem-solving, empathy, and technical knowledge to deliver exceptional support experiences, leveraging both your writing skills and AI-powered support tools.

You'll be measured on your ability to provide outstanding support that keeps our communities thriving:

• Customer Satisfaction Score (CSAT): Maintain 85%+ satisfaction rating

• First Response Time: Respond to inquiries within 5 minutes

• Resolution Time: Resolve 80% of tickets within first contact

• Ticket Volume: Efficiently handle 25-50 tickets per shift

• Knowledge Base Contributions: Create 2-3 help articles monthly

Deliver Exceptional Support

• Respond to support inquiries via chat, email, and phone during afternoon/evening peak hours

• Troubleshoot technical issues for both community hosts and members

• Guide users through platform features and best practices

• Handle billing inquiries and basic account management tasks

Be a Platform Expert

• Master all SweatPals features to provide accurate, helpful guidance

• Stay updated on new features and platform changes

• Write clear, friendly, and grammatically perfect responses that educate while solving problems

• Effectively use AI-powered suggestions while maintaining authentic communication

• Document common issues and solutions for the knowledge base

Support Afternoon/Evening Operations

• Manage support volume during afternoon and evening hours

• Prioritize urgent issues like event setup problems or payment processing

• Coordinate with Success Managers for escalated account issues

• Provide consistent coverage during the 6:00 AM - 2:00 PM PST shift

Champion Customer Feedback

• Log and categorize customer issues and feature requests

• Identify patterns in support tickets to suggest improvements

• Collaborate with Product team on bug reports and user experience issues

• Share customer insights during team meetings

Contribute to Team Excellence

• Help maintain and improve support documentation

• Participate in team training and knowledge sharing

• Assist with special projects during slower periods

• Support new team member onboarding

• 1-2 years of experience in customer support, preferably in SaaS or tech

• Fluent in conversational English with exceptional verbal and written communication skills

• Excellent writing style with ability to craft clear, friendly, and professional responses

• Experience with Intercom support platform is required

• Comfort working with AI support systems and leveraging automation tools

• Strong problem-solving abilities with attention to detail

• Ability to multitask and manage multiple conversations simultaneously

• Technical aptitude to quickly learn new software and troubleshoot issues

• Genuine enthusiasm for helping others succeed

• Availability to work 6:00 AM - 2:00 PM PST consistently

• Bachelor's degree or equivalent experience

• Experience in fitness, wellness, or event management industries

• Experience with additional support platforms beyond Intercom

• Bilingual abilities (Spanish/English) to support our diverse communities

• Basic understanding of payment processing and SaaS billing

• Experience creating help documentation or video tutorials

• Background working evening or non-traditional hours

• Active participation in fitness communities

• Previous experience at startups

In 30 Days:

• Complete comprehensive platform training

• Handle basic support tickets independently

• Achieve 90%+ CSAT on initial interactions

• Become familiar with common user workflows

In 90 Days:

• Manage full ticket volume during afternoon/evening shifts

• Master Intercom workflows and AI support features

• Resolve complex technical issues with minimal escalation

• Contribute first help articles to knowledge base

• Build rapport with frequent support contacts

In 6 Months:

• Become a go-to resource for complex support issues

• Mentor newer support team members

• Lead initiative to improve support processes

• Achieve top performer status on key metrics

• Competitive compensation: Competitive hourly rate with performance bonuses

• Flexible PTO policy: Take the time you need to recharge

• Professional development: Support certifications and training opportunities

• Wellness perks: Free access to SweatPals partner fitness communities

• Wellness stipend: Support for your own fitness journey

• Career growth: Clear path to Senior Support roles or transition to Success team

This is a unique opportunity to join the support team at a rapidly scaling startup. The 6:00 AM - 2:00 PM schedule provides consistent afternoon/evening coverage for our fitness communities across different time zones. Your work will directly impact thousands of fitness enthusiasts and the entrepreneurs who serve them.

You'll join a supportive team that values empathy, efficiency, and continuous improvement. Your exceptional English communication skills and comfort with AI-powered support tools will be essential as we scale from hundreds to thousands of hosts. As we grow, you'll help build the support infrastructure that scales with us. The afternoon schedule also offers unique work-life balance, leaving your mornings free for personal pursuits, fitness activities, or side projects.

Plus, you'll be immersed in the fitness world - learning about innovative workout trends, helping communities grow, and being part of the movement to make fitness more social and accessible.

If you're excited about helping fitness communities succeed, solving problems with a smile, and growing your career at a mission-driven startup, we want to hear from you!