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About the Role
New York Pilates is seeking an exceptional Customer Support Manager to lead their customer support operation. This role ensures every member receives an exceptional experience, acting as both a customer advocate and an operator. The manager will oversee support, communications, issue resolution, escalations, onboarding, service recovery, and member engagement, while building scalable systems to improve member experience and operational efficiency.
Responsibilities
- Oversee customer support, member communications, issue resolution, escalations, onboarding, service recovery, and ongoing member engagement.
- Build scalable systems that improve both the member experience and the efficiency of our support operation.
- Ensure members receive exceptional support today while constantly seeking ways to improve their experience tomorrow.
- Manage a Customer Support team.
- Review customer conversations.
- Handle escalations.
- Improve support processes.
- Analyze support trends.
- Identify opportunities to make the member experience better.
- 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.
- Collaborate across departments to enhance the overall customer experience.
- 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 in a fast-moving environment.
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.
- Understanding of customer support best practices, including SLA management, ticket prioritization, quality assurance, and escalation management.
- Experience managing customer communications across multiple channels.
- Ability to turn customer feedback and recurring support issues into operational improvements.
- Experience 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 monitoring metrics such as response times, resolution times, ticket volume, customer satisfaction, and support team performance.
- Comfortable moving between strategy and hands-on execution.
- Thrive in a fast-moving environment and naturally take ownership of identifying and solving problems.
- Experience in fitness, wellness, hospitality, retail, or another customer-centric industry is a strong plus.
Skills
- Customer advocacy
- Operations management
- Team leadership
- Problem-solving
- System building
- Process improvement
- Data analysis
- Customer feedback analysis
- Customer communication management
- Issue resolution
- Escalation management
- Service recovery
- Member engagement
- Automation and technology utilization
- KPI monitoring
- Performance metrics analysis
- Strategic thinking
- Hands-on execution
Location
- New York
Work Type
- Full-time
Experience Level
- Managerial
- 5+ years
Salary/Compensations
- $92,000
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Paid time off
- 401(k)
- Complimentary New York Pilates membership
- Employee merchandise discount
About the Company
- New York Pilates is one of the fastest-growing boutique fitness brands in the country.
- At New York Pilates, our members are at the center of everything we do.