Position: Support Specialist
Location: Remote (South/Central America)
Hours: 6:00 AM - 2:00 PM PST (Pacific Standard Time)
Reports to: VP Growth
About SweatPalsSweatPals 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.
The Opportunity: Be the Hero for Our Fitness CommunitiesWe'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.
The RoleAs 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.
Key Success MetricsYou'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.
Ready to Join Us?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!
SweatPals is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.Top Skills
What We Do
A platform for people to connect, sweat, and inspire.