Support Manager, Customer Experience

📋 Description

• Lead and develop the support team; run weekly 1:1s.
• Build rubric-based QA; provide coaching; manage performance.
• Define routing, SLAs, and tooling; document escalation criteria.
• Build visibility with dashboards; monitor queue health; surface patterns.
• Own the help center, Fin settings, and team training.
• Represent CX cross-function; VOC cadence; incident response; post-mortems.

🎯 Requirements

• 5+ years in customer support, with at least 2 years managing a team of 5+ agents.
• A track record of building support systems—workflows, escalation paths, QA, tooling.
• Hands-on with Intercom, Zendesk, or similar platform at admin/config level.
• Demonstrated ability to develop agents into higher roles; strong people leadership.
• Comfort with data: read dashboards and present metrics to leadership.
• Clear, direct communication; write escalation updates; present POV to senior leaders.

Strong signals we\'ll look for

• SaaS support experience with SMB-facing products; understands gym-owner context.
• Experience managing bug escalation pipelines; comfortable with Eng handoff.
• Familiarity with AI-assisted support tools and where they help or don\'t.
• Experience in fitness/wellness or SMB verticals related to gym owners.

🎁 Benefits

• Competitive base salary.
• Equity participation in a high-growth, VC-backed company.
• Comprehensive health, dental, and vision coverage.
• Flexible PTO and fully remote working arrangements.
• Annual learning and development stipend.
• Free PushPress access — you\'ll use the product and know it deeply.