Support Specialist

Join the SweatPals Fitness Revolution

Position : Support Specialist

Location : Remote (South / Central America)

Hours : 8 : 00 AM - 3 : 00 PM PST (Pacific Standard Time)

Reports to : VP Growth

About SweatPals

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.

The Opportunity : Be the Hero for Our Fitness Communities

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.

The Role

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 (8 AM - 3 PM PST), 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 Metrics

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

Key Responsibilities

Deliver Exceptional Support

Be a Platform Expert

Support Afternoon / Evening Operations

Champion Customer Feedback

Contribute to Team Excellence

What We're Looking For

Required Qualifications

Bonus Qualifications

What Success Looks Like

In 30 Days :

In 90 Days :

In 6 Months :

The Rewards

Why This Role Is Special

This is a unique opportunity to join the support team at a rapidly scaling startup. The 2 PM - 7 PM PST 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