Support Manager, Customer Experience

PushPress

13d•Remote

About The Position

We're looking for someone who believes that an exceptional customer experience is what builds lasting confidence in a product and who wants to own the function that delivers it. You'll lead the day-to-day performance of our customer-facing support team and be the person who builds the systems, standards, and culture that allow that experience to scale without breaking. This is not a ticket queue manager role. We need someone who is equal parts people leader, systems builder, and operational strategist, someone who understands that support quality is a retention lever, not an overhead line. We're looking for someone who believes that an exceptional customer experience is what builds lasting confidence in a product and who wants to own the function that delivers it. You'll lead the day-to-day performance of our customer-facing support team and be the person who builds the systems, standards, and culture that allow that experience to scale without breaking. This is not a ticket queue manager role. We need someone who is equal parts people leader, systems builder, and operational strategist, someone who understands that support quality is a retention lever, not an overhead line. What you're walking into The team has genuine industry knowledge and customer obsession that's real and worth protecting. The operating infrastructure to scale it is being built now. You're part of building it. Q2 is about laying foundations: metrics, QA, routing, tooling, and team standards. Q3 and Q4 are where we shift from reactive to proactive. You'll help get us there.

Requirements

5+ years in customer support, with at least 2 years managing a team of 5 or more agents directly
A track record of building support systems- workflows, escalation paths, QA frameworks, and tooling configurations not just inheriting and maintaining them
Hands-on experience with Intercom, Zendesk, or a comparable support platform at an admin or configuration level
Demonstrated ability to develop agents: examples of people you've coached into expanded roles, leads, or higher performance
Comfort with data: you can read a dashboard and present metrics to leadership
Clear, direct communication you give feedback that lands, write escalation updates customers can actually understand, and can present a point of view to a skeptical senior leader

Nice To Haves

SaaS support experience, especially in SMB-facing products where customers are running businesses, not just using software
Experience managing technical support or bug escalation pipelines comfort with the Engineering handoff, not just the customer-facing side
Familiarity with AI-assisted support tools and a clear opinion on where they help and where they don't
Experience in fitness, wellness, or adjacent SMB verticals understanding the gym owner's world is a real advantage

Responsibilities

Lead and develop the support team You are the primary people leader for the support team. Run weekly 1:1s with a consistent structure (metrics, quality, development, blockers), build and run a rubric-based QA process with direct coaching, manage performance actively in both directions, and own scheduling and coverage modeling in partnership with the Head of Customer Experience.
Manage the operational systems Routing, escalation paths, SLAs, and tooling are the infrastructure every support interaction runs on. Lead the definition of tiered SLA standards by customer segment, own routing and workflow logic in partnership with RevOps, define and document escalation criteria, build a standardized bug escalation path from CX to Engineering, and evaluate and recommend tooling improvements with a clear business case.
Build visibility into what's actually happening Partner with the Head of Customer Experience on metric dashboard development, monitor queue health daily, surface escalation patterns before they become visible externally, and track the full metrics stack
Own the help center, Fin, and team development Own the help center end-to-end auditing content against top contact drivers and measuring real deflection. Own Fin configuration and performance. Build and run the team training program: structured onboarding, ongoing development, and proactive product training ahead of releases. Identify high performers and give them a clear path forward.
Represent support cross-functionally Run a structured VOC cadence to surface support patterns to Product and Engineering. Own the CX side of incident response â team coordination, customer-facing communications, and post-mortems. Partner with Sales on free-to-paid conversion signals coming through support.