Customer Care Manager

Bound•Ames, IA

11d•Hybrid

About The Position

Bound is hiring a Customer Care Manager to lead and grow its Customer Support and Data Support teams within the Customer Experience organization. The role brings both teams under one leader to provide structure, coaching, and operational rigor in supporting schools, conferences, and administrators. The manager oversees day-to-day operations, including scheduling, shift coverage, workload distribution, and hands-on coaching, and partners with the Director of Customer Experience on process and team development. Success means delivering timely, high-quality support and data requests, ensuring customers feel heard and cared for, and helping the support organization scale as Bound grows. The role also focuses on improving support and data-delivery processes, managing performance against key metrics, handling complex customer escalations, and ensuring data requests are accurate and completed within SLA. The manager collaborates with Product, Engineering, and other relevant teams to address customer feedback and maintain visibility into data-team requests, capacity, status, and deadlines. Bound supports in-office, remote, and hybrid work. The location expectation for this role is the Ames, Iowa office on a hybrid basis. Work hours are flexible and may include mornings, afternoons, evenings, and occasionally weekends as needed, while accommodating personal needs and time to recharge.

Requirements

3–5+ years of experience in customer support, customer service, or customer experience, including at least 1–2 years in a people-management or team-lead capacity.
Proven experience coaching and developing customer-facing team members on soft skills and service quality.
Experience managing shift scheduling and workload distribution for a support team.
Strong organizational and project-management skills, including tracking requests or projects against deadlines and managing multiple priorities.
Comfort with support or helpdesk tools such as Zendesk, Intercom, or Freshdesk, and reporting on team metrics.
Excellent written and verbal communication skills.
A data-driven mindset and ability to interpret support metrics and translate them into action.
A track record of creating or redesigning processes, with specific examples of changes and results.

Nice To Haves

Experience in EdTech, SaaS, or youth sports or athletics administration.
Experience building or scaling a support team in a growing organization, including hiring, training, and creating processes, tooling, and documentation.
Ability to thrive in ambiguity and adapt as priorities, tools, and processes shift in a fast-growing startup.

Responsibilities

Manage and coach Customer Support and Data Support representatives through regular one-on-ones, feedback, and performance reviews.
Own team scheduling, shift coverage, and workload balancing across support and data work.
Monitor response time, resolution time, CSAT, ticket volume, and other team performance metrics, and drive continuous improvement.
Serve as an escalation point for complex or high-priority customer issues and ensure timely, effective resolution.
Redesign support and data-delivery processes, replace manual or inconsistent work with scalable solutions, and document processes in SOPs, macros, and knowledge base articles.
Assist with onboarding and training team members on Bound's product, tools, and customer service standards.
Coach team members on tone, empathy, de-escalation, and clear communication.
Partner with Product and Engineering to surface recurring issues, bugs, and feature requests from customer feedback.
Collaborate with the Director of Customer Experience on team structure, staffing needs, and long-term support strategy.
Analyze support and data trends to identify process improvements and opportunities for self-service resources.
Ensure data support requests are handled accurately and within SLA, partnering with relevant teams as needed.
Oversee project and request tracking for the data team, maintaining visibility into status, capacity, and deadlines and flagging at-risk work early.
Foster a positive, accountable team culture that reflects Bound's core values.