Support Manager, Customer Experience

17 hours, 13 minutes ago
Full-time
Senior
Customer and Technical Support
PushPress

PushPress

PushPress is a top-rated gym management software that provides automated solutions for fitness businesses. With features like billing, membership management, workout tracking, and lead engagement, PushPress aims to simplify and streamline gym operation...

Hotels, Restaurants & Leisure
51-250
Founded 2011
$12M raised

Description

  • Lead and develop the customer support team through weekly 1:1s, performance management, coaching, and coverage planning.
  • Build and run a rubric-based QA process to improve support quality and agent development.
  • Own scheduling and coverage modeling in partnership with the Head of Customer Experience.
  • Define tiered SLA standards, routing logic, escalation criteria, and support workflows by customer segment.
  • Build a standardized bug escalation path from Customer Experience to Engineering and manage technical handoffs.
  • Evaluate and recommend support tooling improvements with clear business justification.
  • Develop dashboards and monitor queue health, escalation patterns, and the full support metrics stack.
  • Own the help center end-to-end, including content audits, deflection measurement, and Fin configuration/performance.
  • Create and run the support team training program, including onboarding, ongoing development, and product training ahead of releases.
  • Run a structured voice-of-customer cadence, support incident response communications, and post-mortems, and partner with Sales on free-to-paid conversion signals.

Requirements

  • 5+ years of customer support experience.
  • At least 2 years managing a team of 5 or more agents directly.
  • Proven experience building support systems, including workflows, escalation paths, QA frameworks, and tooling configurations.
  • Hands-on experience with Intercom, Zendesk, or a comparable support platform at an admin or configuration level.
  • Demonstrated ability to coach agents into expanded roles, leadership positions, or higher performance.
  • Comfort reading dashboards, analyzing metrics, and presenting findings to leadership.
  • Clear, direct communication skills for feedback, escalation updates, and executive-level communication.
  • SaaS support experience, especially in SMB-facing products, is strongly preferred.
  • Experience managing technical support or bug escalation pipelines and working with Engineering handoffs is preferred.
  • Familiarity with AI-assisted support tools and experience in fitness, wellness, or adjacent SMB verticals is a plus.

Benefits

  • Competitive base salary commensurate with experience and level.
  • Equity participation in a high-growth, venture-backed company.
  • Comprehensive health, dental, and vision coverage.
  • Flexible PTO.
  • Fully remote working arrangements.
  • Annual learning and development stipend.
  • Free PushPress access.

Interested in this position?

Apply directly on the company website

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