Support Teamleader

About Hapana

Hapana is a rapidly growing software solution within the fitness industry, revolutionizing the operations of multisite boutique businesses like F45, Gold’s Gym, BFT, STRONG Pilates, Vaura, Fitstop, KX Pilates, and more. Our dedication to enhancing member experiences, coupled with unparalleled support, has earned us a reputation that spans over 17 countries. 

We're committed to fostering growth for our teams and clients through innovation and teamwork. Our business prides itself on its fast growth and dynamic industry, so we require humans with a vision to work with our small but mighty team. As a global company, we rely on open communication and people speaking up.  Bring ideas, passion, and creativity to the role, and you’ll fit right in.

Job Summary
At Hapana the Support Technical Lead plays a pivotal role in delivering exceptional customer support while ensuring smooth technical implementations and seamless cross-functional collaboration. As a subject matter expert, you will manage a high volume of support tickets, provide mentorship and training to support team members and contribute to the continuous improvement of our support resources. Acting as a key liaison between customers and internal teams, you will ensure timely, accurate resolutions while maintaining best practices and optimizing the customer experience

Key Responsibilities

Support Tickets & Technical Expertise

• Serve as a subject matter expert across all Hapana product lines
• Manage a high volume of support tickets, ensuring timely, accurate, and process-compliant resolutions
• Audit customer interactions (tickets, chats, etc.) and provide constructive feedback to support team members
• Take ownership of escalated tickets, conduct thorough investigations, and implementing high-quality resolutions
• Provide support data and insights when requested by leadership.

Training & Development

• Train and mentor support team members, enhancing their knowledge of Hapana’s product suite and troubleshooting processes.
• Conduct training on best practices and correct procedures across various support platforms (Monday.com, HappyFox, Live Chat, Jira, Slack, etc.).
• Analyse customer usage of Hapana’s products, making recommendations to enhance their business value and product adoption.

Cross-Departmental Collaboration

• Build and maintain strong relationships with Account Management, Development, App Development, Product, Onboarding, Sales, and other teams across the business.
• Collaborate with customers to review technical implementation requirements, ensuring proper documentation and alignment with internal stakeholders.

Qualifications & Experience

• 2+ years in customer support, technical support, or help desk roles, preferably in a SaaS or tech-driven environment
• Proficiency in customer support platforms (e.g., HappyFox, Monday.com, Jira, Slack, Live Chat)
• Experience in managing and resolving support tickets, including escalations and troubleshooting
• Prior experience in supervising and  training
• Familiarity with software implementation and technical documentation
• Experience with GHL is desirable but not required
• Strong problem-solving and analytical skills for diagnosing technical issues
• Clear, professional communication with customers and internal teams
• Ability to multitask and manage a high volume of support tickets with accuracy
• A proactive approach to process improvement and support efficiency
• Highly organised with experience in data-related tasks and documentation
• Customer-focused mindset with a commitment to high-quality support
• Ability to work independently and collaboratively in a fast-paced environment
• Adaptability and eagerness to learn new technologies
• Strong documentation skills for maintaining support resources
• Required to be in our Rosebery office 3 days a week

Why Join Hapana?

• Be part of an innovative team transforming the fitness and wellness space.
• A culture that lives our values building trust, daring to be the best, and supporting each other 
• Opportunities to make a lasting impact and grow your career in a dynamic, global organization.
• Competitive salary, benefits, wellness perks including fitness initiatives, and work-life balance policies.