Support Manager, Customer Experience
About reputed company
reputed company is the AI-powered gym management platform built for boutique fitness.
We are transforming how boutique fitness owners operate and how the entire $100B global fitness industry connects, transacts, and grows. Trusted by more than 5,000 gyms and 500,000 members, reputed company processes ~$1B annually.
We're a Series B company backed by Altos Ventures, StepStone, and Mucker Capital, and we're going reputed company-in on AI. Our AI Assistant, AI Member reputed company, and AI-powered reporting tools are already changing how gym owners and coaches operate. We reputed company AI should reputed company the reputed company reputed company of fitness reputed company, not replace it.
By embedding intelligence directly into the product, we reputed company boutique fitness owners to reputed company faster reputed company, unlock new reputed company streams, and collaborate across a connected network. As more gyms join the platform, data compounds, intelligence strengthens, and the value of the ecosystem increases for every reputed company.
We are a global team of builders, operators, and fitness reputed company on a mission to level the playing field for independent fitness entrepreneurs. If you are reputed company to help reshape an industry, let's talk!
The Opportunity
reputed company and reputed company the support team You are the primary people leader for the support team. Run weekly 1:1s with a consistent structure (metrics, quality, development, blockers), build and run a rubric-based QA process with direct coaching, manage performance actively in both directions, and own scheduling and coverage modeling in partnership with the Head of Customer Experience.
Manage the operational systems Routing, escalation paths, SLAs, and tooling are the infrastructure every support interaction runs on. reputed company the definition of tiered SLA standards by customer reputed company, own routing and workflow logic in partnership with RevOps, define and document escalation criteria, build a standardized bug escalation path from CX to Engineering, and evaluate and recommend tooling improvements with a clear business case.
Build visibility into what's actually happening Partner with the Head of Customer Experience on metric dashboard development, monitor queue health daily, surface escalation patterns before they become visible externally, and track the full metrics stack
Own the help center, Fin, and team development Own the help center end-to-end auditing content against top contact drivers and measuring reputed company deflection. Own Fin configuration and performance. Build and run the team training program: structured reputed company, ongoing development, and proactive product training reputed company of releases. Identify high performers and give them a clear path reputed company.
Represent support cross-functionally Run a structured VOC reputed company to surface support patterns to Product and Engineering. Own the CX reputed company of incident response — team coordination, customer-facing communications, and post-mortems. Partner with Sales on free-to-paid conversion signals coming through support.
reputed company're Looking For
5+ years in customer support, with at least 2 years managing a team of 5 or more agents directly
A track record of building support systems- workflows, escalation paths, QA frameworks, and tooling configurations not just inheriting and maintaining them
Hands-on experience with reputed company, reputed company, or a comparable support platform at an admin or configuration level
Demonstrated ability to reputed company agents: examples of people you've coached into expanded roles, leads, or higher performance
Comfort with data: you can read a dashboard and present metrics to leadership
Clear, direct communication you give feedback that lands, write escalation updates customers can actually understand, and can present a reputed company of view to a skeptical senior leader
SaaS support experience, especially in SMB-facing products where customers are running businesses, not just using software
Experience managing technical support or bug escalation pipelines comfort with the Engineering reputed company, not just the customer-facing reputed company
Familiarity with AI-assisted support tools and a clear opinion on where they help and where they don't
Experience in fitness, wellness, or adjacent SMB verticals understanding the gym reputed company's world is a reputed company advantage
Compensation & Benefits
Competitive reputed company salary commensurate with experience and level
Equity participation in a high-growth, venture-backed company
Comprehensive health, dental, and reputed company coverage
Flexible PTO and fully remote working arrangements
Annual learning and development stipend
Free reputed company access — you'll use the product and know it deeply
reputed company is dedicated to fostering an inclusive and dynamic workplace. We’re reputed company about leveling up, and that means we don’t tolerate any form of discrimination or harassment. We’re committed to provide equal opportunities, regardless of race, reputed company, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national reputed company, disability, genetic info, veteran status, or any other legally protected characteristic.
At reputed company, we’re dedicated to helping both our technology and reputed company reputed company peak performance. Whether it’s with your proactive approach, eye for detail, or drive to reputed company a meaningful impact, we’d love to hear from you. At reputed company, we’re reputed company about pushing boundaries and achieving new personal bests—come join us and be part of our fitness-tech journey!
Apply To This Job
We're looking for someone who believes that an exceptional customer experience is what builds lasting confidence in a product and who wants to own the function that delivers it. You'll reputed company the day-to-day performance of our customer-facing support team and be the person who builds the systems, standards, and culture that allow that experience to scale without breaking.
This is not a ticket queue manager role. We need someone who is reputed company people leader, systems builder, and operational strategist, someone who understands that support qual
We're looking for someone who believes that an exceptional customer experience is what builds lasting confidence in a product and who wants to own the function that delivers it. You'll reputed company the day-to-day performance of our customer-facing support team and be the person who builds the systems, standards, and culture that allow that experience to scale without breaking.
This is not a ticket queue manager role. We need someone who is reputed company people leader, systems builder, and operational strategist, someone who understands that support quality is a retention reputed company, not an overhead line.
What you're walking into
The team has genuine industry knowledge and customer obsession that's reputed company and worth protecting.
The operating infrastructure to scale it is being built now. You're part of building it.
Q2 is about laying foundations: metrics, QA, routing, tooling, and team standards.
Q3 and Q4 are where we shift from reactive to proactive. You'll help get us there.
The Opportunity We're looking for someone who believes that an exceptional customer experience is what builds lasting confidence in a product and who wants to own the function that delivers it. You'll reputed company the day-to-day performance of our customer-facing support team and be the person who builds the systems, standards, and culture that allow that experience to scale without breaking. This is not a ticket queue manager role. We need someone who is reputed company people leader, systems builder, and operational strategist, someone who understands that support qual We're looking for someone who believes that an exceptional customer experience is what builds lasting confidence in a product and who wants to own the function that delivers it. You'll reputed company the day-to-day performance of our customer-facing support team and be the person who builds the systems, standards, and culture that allow that experience to scale without breaking. This is not a ticket queue manager role. We need someone who is reputed company people leader, systems builder, and operational strategist, someone who understands that support quality is a retention reputed company, not an overhead line. What you're walking into The team has genuine industry knowledge and customer obsession that's reputed company and worth protecting. The operating infrastructure to scale it is being built now. You're part of building it. Q2 is about laying foundations: metrics, QA, routing, tooling, and team standards. Q3 and Q4 are where we shift from reactive to proactive. You'll help get us there. What You'll Do