Manager of Customer Care

About the role

The organization operates within the fitness and wellness industry, focusing on the challenge of expanding wellness accessibility beyond in-person classes. It offers an integrated platform that enables studios and wellness entrepreneurs to efficiently manage and grow hybrid wellness businesses by handling scheduling, bookings, payments, on-demand content, marketing automation, and branded digital presence. The company has secured significant Series A funding and is experiencing rapid growth, positioning itself as a key player in a fast-evolving market.

The MANAGER OF CUSTOMER CARE leads a team responsible for frontline customer support across multiple communication channels. This role is pivotal in developing team members, managing performance, and ensuring high-quality partner interactions that enhance overall customer satisfaction. The position significantly impacts partner experience by maintaining queue health and collaborating with broader teams to improve service delivery.

Responsibilities

• Manage and develop a team of Customer Service Representatives (CSRs) and Senior CSRs, including regular one-on-ones and performance management
• Provide coaching through direct observation of partner interactions, delivering actionable feedback
• Monitor and manage the omni-channel support queue metrics such as TFR, TRES, ASA, and CSAT
• Collaborate with leadership to adjust staffing and routing to optimize service
• Identify and cultivate high-potential team members and create clear career progression paths
• Participate in hiring processes alongside recruiting and leadership
• Serve as a culture ambassador, promoting positive partner and team interactions
• Work cross-functionally with Product, Engineering, and Customer Experience teams to surface insights and drive improvements

Requirements

• Minimum of 3 years managing individual contributors in customer experience, support, or contact center environments
• Proficient in customer experience metrics and applying them for coaching purposes
• Experience hiring, coaching, and retaining frontline support staff
• Comfortable managing omni-channel support queues (chat, email, Zoom)
• Strong written communication and effective feedback skills
• Good judgment with the ability to balance partner needs and business priorities in real time
• Familiarity with Intercom, Notion, Slack, and Google Suite
• Experience in SaaS or small-medium business environments is advantageous
• Experience with wellness businesses is a plus
• Bachelor’s degree preferred but not required

Pay

The estimated annual base salary ranges from $80,000 to $135,000, dependent on experience and qualifications. Equity options are offered alongside base compensation.

Benefits

• Medical, dental, and vision health insurance
• Paid parental leave
• Unlimited paid time off to support flexibility and personal needs
• Fitness class reimbursement to encourage employee wellness