NYC: Customer Support Manager
About The Position
At New York Pilates, our members are at the center of everything we do. We're looking for an exceptional Customer Support Manager to lead our customer support operation and ensure every member receives an exceptional experience from their first interaction with New York Pilates through their entire membership. This is a hands-on customer support leadership role. We're looking for someone who thinks like both a customer advocate and an operator. Someone who can lead an exceptional Customer Support team, manage complex member issues, identify patterns in customer feedback, and turn those insights into better systems, processes, and experiences. You'll oversee customer support, member communications, issue resolution, escalations, onboarding, service recovery, and ongoing member engagement, while building scalable systems that improve both the member experience and the efficiency of our support operation. You'll be responsible for ensuring our members receive exceptional support today while constantly asking how we can make their experience even better tomorrow.
Requirements
- 5+ years of experience in customer support, customer experience, customer success, membership, or another customer-facing environment
- Managed or meaningfully contributed to a customer support operation
- Experience managing and developing customer-facing teams
- Understand customer support best practices, including SLA management, ticket prioritization, quality assurance, and escalation management
- Experience managing customer communications across multiple channels
- Know how to turn customer feedback and recurring support issues into operational improvements
- Enjoy using automation and technology to improve support efficiency without sacrificing a premium customer experience
- Experience handling complex customer issues and escalations with empathy and good judgment
- Highly analytical and comfortable using KPIs and customer data to make decisions
- Comfortable moving between strategy and hands-on execution
- Thrive in a fast-moving environment
Nice To Haves
- Experience in fitness, wellness, hospitality, retail, or another customer-centric industry is a strong plus
Responsibilities
- Oversee customer support
- Manage member communications
- Handle issue resolution
- Manage escalations
- Oversee onboarding
- Manage service recovery
- Manage ongoing member engagement
- Build scalable systems that improve both the member experience and the efficiency of our support operation
- Ensure members receive exceptional support
- Identify patterns in customer feedback
- Turn insights into better systems, processes, and experiences
- Fix underlying problems causing repeated customer issues
- Balance speed and efficiency with empathy and a premium level of customer service
- Use customer feedback and support data to identify patterns, prioritize opportunities, and measure improvements
- Monitor metrics such as response times, resolution times, ticket volume, customer satisfaction, and support team performance
- Move between strategy and hands-on execution
- Take ownership of identifying and solving problems
Benefits
- Medical, dental, and vision insurance
- Paid time off
- 401(k)
- Complimentary New York Pilates membership
- Employee merchandise discount
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
