Support Lead

Join the SweatPals Fitness Revolution! 🏃‍♀️🏋️‍♂️

Position: Support Lead

Location: Austin, Texas (In-Person)

Reports to: VP of 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: Lead the Support Revolution at SweatPals

We're seeking an exceptional Support Lead to build and manage our customer support operations from the ground up. This is a unique opportunity to shape the support experience for both our consumer users and fitness community hosts while scaling a world-class support team. You'll report directly to our VP of Growth and play a critical role in ensuring our users have an outstanding experience with SweatPals.

The Role

As our Support Lead, you'll be the architect of SweatPals' support strategy, building a team and implementing processes that delight our users while driving operational excellence. You'll leverage cutting-edge AI tools and automation to create a support experience that scales with our rapid growth.

Key Responsibilities

Build and Lead a World-Class Support Team

• Recruit, hire, and manage a diverse support team of 4-10 representatives across domestic and international locations

• Develop training programs that empower your team to deliver exceptional support

• Create career development paths and foster a culture of continuous improvement

• Manage team performance and provide regular coaching and feedback

Own Support Operations End-to-End

• Design and implement support processes and policies for both consumer and host-facing support

• Select and deploy support tooling and technology stack

• Create and maintain comprehensive knowledge bases and support documentation

• Establish workflows that ensure efficient ticket routing and resolution

Drive Support Excellence Through Data

• Own and optimize key support KPIs including:

  • Customer Satisfaction Score (CSAT)

  • First Response Time

  • Ticket Resolution Time

  • Support ticket volume and trends

• Develop reporting dashboards and insights to drive continuous improvement

• Present support metrics and insights to leadership team

Champion AI-Powered Support Innovation

• Implement AI tools to enhance support efficiency and quality

• Design and deploy chatbots and automated response systems

• Create AI-assisted workflows that empower agents to resolve issues faster

• Stay ahead of industry trends in AI-powered customer support

Cross-Functional Collaboration

• Partner with Product and Engineering teams to advocate for user needs

• Work with Growth team to ensure support aligns with company objectives

• Collaborate with Community teams to understand host-specific support needs

• Contribute to product roadmap based on support insights

What We're Looking For

Required Qualifications

• 4-6 years of experience in customer support, with at least 2 years in a leadership role

• Proven track record of managing support teams of 4-10 people

• Demonstrated experience implementing support tooling and driving process improvements

• AI-native mindset with hands-on experience successfully implementing AI in support operations

• Data-driven approach to problem-solving and decision-making

• Excellent communication skills with ability to interact effectively at all organizational levels

• Experience with support platforms such as Zendesk, Intercom, or similar tools

• Strong project management skills with ability to juggle multiple initiatives

• Must be based in or willing to relocate to Austin, Texas for in-person collaboration

Bonus Qualifications

• Experience in fitness, wellness, or consumer marketplace companies

• Background in building support operations at high-growth startups

• Familiarity with international support operations and managing distributed teams

• Experience with community-based or two-sided marketplace platforms

• Technical background or ability to work closely with engineering teams

• Experience implementing omnichannel support strategies

What Success Looks Like

In 30 Days:

• Complete onboarding and develop deep understanding of SweatPals platform and users

• Audit current support operations and create improvement roadmap

• Begin recruiting process for support team members

In 90 Days:

• Hire and onboard initial support team members

• Implement core support tooling and processes

• Launch AI-powered support initiatives

• Achieve target KPIs for response time and resolution

In 6 Months:

• Build fully-staffed support team operating at peak efficiency

• Achieve and maintain 90%+ CSAT scores

• Deploy comprehensive AI support solutions reducing ticket volume by 30%+

• Establish SweatPals as industry leader in fitness platform support

The Rewards

• Competitive salary: $95,000 - $130,000 based on experience

• Equity package: Own a piece of what you're building

• Comprehensive benefits: Health, dental, and vision insurance

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

• Professional development budget: Invest in your growth

• Wellness perks: Free access to SweatPals partner fitness communities

• Wellness stipend: Support for your own fitness journey

• Growth opportunities: Clear path to senior leadership as we scale

Why This Role Is Special

This isn't just another support role – it's an opportunity to build something from the ground up at a company that's transforming how people experience fitness. You'll have the autonomy to shape our support strategy while working with cutting-edge AI tools that are redefining what great support looks like.

You'll join at an exciting inflection point where your work will directly impact thousands of fitness enthusiasts and community leaders. As we expand nationwide, the foundation you build will scale to support millions of users.

Ready to Join Us?

If you're passionate about creating exceptional user experiences, excited about leveraging AI to revolutionize support, and ready to build something special in Austin, 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.