Vice President, Global Workforce Management Relationship
Citi
Support Specialist
SweatPals
full-time
Posted on:
Origin: • 💃 Anywhere in Latin America
Visit company websiteJob Level
Junior
About the role
- 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
- 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
- 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 2 PM - 7 PM PST shift
- 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
- 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
Requirements
- 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 2 PM - 7 PM PST consistently
- Bachelor's degree or equivalent experience
