Customer Care Manager
About The Position
Balanced Body Education trains Pilates instructors worldwide through teacher-training programs, continuing education courses, workshops, and online learning. The Customer Care Manager leads the team supporting education students, instructors, and host studio partners, ensuring interactions are warm, accurate, and timely. The role owns the policies, systems, and processes behind customer care and works to improve the student experience as programs grow. The manager hires, trains, coaches, and manages customer care representatives; oversees support across phone, email, chat, and social channels; handles escalated cases; and coordinates with host training centers, teachers, educators, and program managers. The role also maintains customer care policies and resources, monitors service metrics, resolves recurring issues with internal teams, evaluates support tools, and supports certain accounting functions.
Requirements
- Associate degree or higher in business administration or management.
- At least 7 years of customer service or customer care experience.
- At least 2 to 5 years of team management experience.
- Strong written and verbal communication skills and a calm, empathetic approach to difficult conversations.
- Hands-on experience with CRM and help desk platforms such as HubSpot, Zendesk, Salesforce, or Intercom.
- Ability to analyze service data and turn it into clear action plans.
- Excellent organization and ability to manage competing priorities during high-volume periods.
Nice To Haves
- Bachelor's degree or higher in business administration or management.
- Experience in education, including continuing education and certification programs, and/or in the fitness and wellness industry.
- Familiarity with Pilates, movement education, or the fitness professional community.
- Experience with learning management systems and online course delivery.
- Experience supporting an international customer base; additional languages are a plus.
Responsibilities
- Hire, train, coach, and manage customer care representatives.
- Build schedules to cover global time zones and peak registration periods.
- Set performance goals and conduct one-on-ones, quality reviews, and team meetings.
- Build team knowledge of the course catalog, certification pathways, prerequisites, and policies.
- Develop a high-quality customer service experience through management and development of customer care and account representative staff.
- Communicate and work effectively with sales, marketing, production, events, and accounting.
- Oversee support across phone, email, chat, and social channels for registration, payments, transfers, cancellations, refunds, and certification questions.
- Personally handle escalated or sensitive cases, including disputed refunds, accommodation requests, and complaints about courses or instructors.
- Help prospective students choose education pathways suited to their backgrounds and goals.
- Develop empathetic, proactive student-care scripts, documents, and protocols.
- Serve as a key contact for host training centers and teachers on course logistics, enrollment, and student issues.
- Partner with educators and program managers to resolve student concerns and relay feedback on course content and delivery.
- Support and oversee administration of education products across the worldwide network of Pilates educators.
- Develop empathetic, proactive partner-care scripts, documents, and protocols.
- Own customer care policies for refunds, transfers, extensions, and exam retakes, ensuring they are clear, fair, and consistently applied.
- Maintain the knowledge base, FAQs, and response templates.
- Track and report response time, resolution time, customer satisfaction, and ticket volume, and use the data to drive improvements.
- Identify recurring issues and collaborate with Education, Marketing, IT, and Finance to address root causes.
- Help evaluate and administer support tools, including the CRM, help desk, and learning management system.
- Support accounting functions such as order discrepancies, monthly close out, and the aging report.
- Provide leadership support and training aligned with Balanced Body Education's standards of care and the broader Balanced Body industry vision.
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- Life insurance paid 100% by Balanced Body
- Long-term disability insurance paid 100% by Balanced Body
- 401(k) plan with company match
- Education reimbursement
- Paid time off
- Paid holidays
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
