Customer Care Manager

Balanced Body Inc•Sacramento, CA

2h•$70,000 - $8,500,000

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 that inquiries and issues are handled warmly, accurately, and promptly. The role owns the policies, systems, and processes that support the student experience as programs grow. The manager leads and develops customer care representatives, oversees support across phone, email, chat, and social channels, and handles escalated or sensitive cases. The role coordinates with host training centers, teachers, educators, program managers, and internal departments to resolve student and partner concerns and improve the delivery of education programs. The position is also responsible for customer care policies, knowledge resources, service metrics, process improvement, support tools, and certain accounting support activities. It provides leadership and training in alignment with Balanced Body Education’s standards of care and the broader Balanced Body industry vision.

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 translate 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 that cover global time zones and peak registration periods.
Set performance goals and conduct regular 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, support, and development of customer care and account representative staff.
Communicate and work with internal partners, including sales, marketing, production, events, and accounting.
Oversee support via phone, email, chat, and social channels for registrations, payments, transfers, cancellations, refunds, and certification questions.
Handle escalated or sensitive cases, including disputed refunds, accommodation requests, and complaints about courses or instructors.
Help prospective students select 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 regarding 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 the education product across the worldwide network of Pilates educators.
Develop empathetic, proactive partner-care scripts, documents, and protocols.
Own customer care policies, including refunds, transfers, extensions, and exam retakes, and ensure 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 work 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 closeout, and the aging report.
Provide leadership support and training for the Customer Care team in alignment with Balanced Body Education’s standards of care and Balanced Body’s industry vision.