Customer Support Specialist

Deliver fast, accurate, and empathetic assistance to platform users and corporate administrators via live chat (Intercom), web ticketing, and support email.

Diagnose core user pain points quickly, reading between the lines of inquiries to help users navigate features, wearable integrations, and wellbeing challenges.

Guide enterprise HR and benefits leaders through the web-based administrative hub, assisting with challenge setup, custom incentive rules, employee roster provisioning, and analytics reporting.

Isolate, reproduce, and document software bugs with high technical accuracy, ensuring product and engineering teams receive actionable reproduction steps on first pass.

Manage issues through to verified resolution, keeping internal tracking systems up to date and closing the communication loop with users.

Review user-submitted physical activities across 80+ weighted activity classifications to maintain fairness, accuracy, and competitive integrity across corporate challenges.

Spot anomalous data entries, evaluate edge cases, and uphold established scoring standards impartially.

Author and update internal macros, troubleshooting documentation, and external Help Center articles to turn recurring user questions into self-service resources.

Participate in user acceptance testing (UAT) for new feature releases and provide structured product feedback based on user sentiment trends.

• Sports & Active Lifestyle Familiarity: A personal passion for sports, fitness, or outdoor activities, allowing you to intuitively recognize and evaluate workout data, pacing, and metrics across various disciplines.

• Helpdesk Tool Stack: Prior hands-on experience with Intercom, Zendesk, or modern CRM/live-chat software.

• AI Tool Fluency: Comfort utilizing AI productivity assistants to draft responses, summarize logs, and streamline daily workflows.

• Growth Orientation: A strong desire to progress into SaaS onboarding, technical implementation, or enterprise customer success.