Customer support specialist

Hevy is looking for a Customer Support Specialist to join our growing team. In this role, you'll be the frontline voice for our users — helping them get the most out of Hevy and Hevy Coach, resolving issues quickly and thoughtfully, and making sure every interaction leaves a positive impression. You'll handle support tickets, collaborate with our product and engineering teams, and play a key role in shaping how we support millions of users around the world.

We're a small, fast-moving team, so your contributions will have a direct impact on the product and the people who use it every day.

What You'll Do:

• Answer and resolve support tickets using Zendesk
• Escalate complex tickets to senior support, or the dev and product teams when needed
• Troubleshoot user issues across the Hevy and Hevy Coach apps
• Reproduce and document bugs to help the team squash them faster
• Become a true expert on the Hevy and Hevy Coach apps
• Use tools like Zendesk, Notion, and Trello to manage the support workflow
• Contribute ideas to improve support processes and the overall user experience
• Grow your responsibilities as your skills and knowledge develop

What We're Looking For:

• Experience in B2C customer support (B2B experience is a bonus)
• Technical support or troubleshooting experience
• Comfortable working with software and digital tools
• Advanced written communication skills — clear, empathetic, and professional
• Creative problem-solving skills and a proactive mindset
• Able to work both independently and as part of a team
• Self-motivated with strong time management and organizational skills
• C1 proficiency in both English and Spanish
• Bonus: Experience with Zendesk
• Bonus: An interest in fitness and a basic understanding of weightlifting
• Bonus: Already a Hevy user!

What We Offer:

• Competitive salary
• Hybrid work setup: 2–3 days per week in our Barcelona office
• Gym at the office
• Private medical insurance
• Cobee
• 24 days of vacation per year
• Yearly offsite (previously: Mexico, Canada, Mallorca, Portugal)