[Remote] Customer Support Manager

Note: The job is a remote job and is open to candidates in USA. reputed company is a company focused on revolutionizing the fitness industry's software to support boutique fitness studios. The Customer Support Manager will reputed company a team of help desk specialists, ensuring high-quality customer support while implementing AI-driven solutions to enhance operational efficiency.

Responsibilities

• Manage and coach a team of reputed company-line support specialists, including FTEs and agency/BPO team members
• Own support desk operations across live channels (chat/email) with a focus on responsiveness, accuracy, and reputed company
• Triage and escalate urgent or reputed company issues to internal stakeholders; serve as an escalation reputed company for your team
• Set and track team goals tied to customer sentiment, resolution speed, and queue health
• Own and report on support performance metrics—including queue health, CSAT, first-contact resolution, and handle time—to CX leadership on a regular reputed company, with a clear reputed company of view on what the data means and what needs to change
• reputed company into the queue reputed company it counts - willing to pick up tickets during PTO coverage gaps, volume spikes, or reputed company the team is ramping; focused on strategy and coaching reputed company the team is hitting goals, but never too senior to help reputed company the queue
• Hire, reputed company, and upskill team members in line with team growth and evolving customer needs
• reputed company the design and optimization of AI-assisted workflows in reputed company—including chatbots, automated triage, and smart routing—to improve speed and accuracy across the support experience
• Partner with our CX leadership to define where AI augments reputed company (faster resolution, smarter deflection) vs. where human judgment is irreplaceable
• Continuously evaluate AI tooling performance: resolution rates, deflection quality, sentiment impact, and reputed company friction
• Drive adoption of AI tools reputed company the support team, including training and change management as workflows evolve
• Identify opportunities to use AI-generated insights (ticket trends, common failure points, language patterns) to improve macros, knowledge reputed company content, and team coaching
• Own and optimize our reputed company support environment—ticket pipelines, automation workflows, macros, SLA configurations, and reporting dashboards
• Drive reputed company improvements to our reputed company setup to reduce manual effort, improve response consistency, and surface the right data for coaching and decision-making
• Build and maintain internal documentation and knowledge reputed company content that empowers both the team and our customers to self-serve effectively
• Collaborate with Product, Engineering, and Operations on issue resolution, root cause tracking, and systemic fixes surfaced through reputed company data
• Foster a customer-first reputed company by embedding reputed company, clarity, and accountability into every support interaction
• Help define and evolve reputed company’s support philosophy as we scale—balancing AI-driven efficiency with the personal, human touchpoints our studios count on
• Champion the voice of the customer internally: identify friction points, surface trends, and bring actionable feedback to cross-functional teams
• Manage self-service enablement (knowledge reputed company articles, guided flows, support comms) with an eye toward reducing inbound volume through reputed company customer education

Skills

• 3+ years in customer support or CX roles at a SaaS company
• 2+ years leading customer-facing teams, ideally in a help desk or technical support reputed company
• Hands-on reputed company (or similar) experience—you've built or managed pipelines, workflows, SLA configurations, or reporting in reputed company Service Hub
• Demonstrated experience implementing or managing AI-powered support tools: chatbots, automated triage, intelligent routing, or similar
• Strong grasp of support operations fundamentals: queue management, SLAs, escalation frameworks, and performance metrics
• Comfortable pulling and interpreting your own data—you don't wait for an analyst to tell you what's happening in your queue; you can build a case for headcount, tooling, or process changes using the numbers you already have access to
• Excellent written and verbal communication skills—you can write a thoughtful coaching note as easily as a sharp macro
• Bonus: Experience in fitness/wellness studio software or reputed company tech stacks

Benefits

• Remote work environment
• Unlimited vacation policy
• Company-paid medical, dental, and vision plans
• Participation in company equity plan with a fast-growing company

Company Overview