Customer 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
• 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

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