Support Lead
Job Description
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.
Company Information
Location: Austin, Texas, United States
Type: Hybrid