Manager of Customer Care

Role overview A people-first leadership role managing a team of Customer Support Representatives and Senior CSRs within a fast-growing SaaS platform serving fitness and wellness studios. The position reports to the Director of Customer Care and is measured on team growth, retention, and the partner outcomes the team produces, rather than personal ticket throughput.

Responsibilities - Manage a team of CSRs and Senior CSRs, running weekly 1:1s and owning end-to-end performance management. - Coach the team by listening to partner interactions and delivering specific, actionable feedback that builds skill over time. - Own queue health for a slice of the omni-channel queue, monitoring TFR, TRES, ASA, and CSAT daily and adjusting staffing and routing as needed. - Develop career paths into the Senior CSR track and the Manager seat, identifying high-potential teammates early. - Partner with the Director and recruiting to hire CSRs and Senior CSRs as the team scales. - Serve as a culture ambassador for how partners are treated and collaborate with Product, Engineering, and the broader CX organization to influence the partner experience beyond the ticket.

Requirements - 3+ years managing individual contributors in a CX, support, or contact-center environment. - Fluency with CX metrics (TFR, TRES, ASA, CSAT) and a track record of using them to coach, not just to report. - Experience hiring, coaching, and retaining frontline support talent. - Comfort with an omni-channel queue spanning chat, email, and Zoom. - Strong written communication and the ability to deliver feedback that lands. - Sharp judgment to balance partner advocacy with business priorities in real time. - Familiarity with Intercom, Notion, Slack, and Google Suite; SaaS or SMB-serving experience is a plus. - Direct experience working behind the desk of a wellness business is a plus; a bachelor's degree is preferred but not required.

Benefits and work setup - Estimated annual base salary of $80,000-$135,000 depending on experience, plus equity. - Unlimited PTO and a parental leave policy. - Medical, dental, and vision health insurance. - Fitness class reimbursement supporting both employee wellness and industry relationships. - Ownership opportunities and a clear path for advancement.