Customer Support Manager

Job overview

The Customer Support Manager role is onsite in New York, NY. Compensation is not specified. The role leads New York Pilates’ customer support operation, serving members throughout their membership experience. The manager oversees support and member communications while resolving escalations and using feedback and operational data to improve service systems. The role contributes to a consistent, personal member experience and more efficient support operations.

What you'll do

• Lead the customer support team and operation
• oversee member communications, issue resolution, escalations, onboarding, service recovery, and engagement
• review customer conversations
• analyze support trends and KPIs
• improve processes and systems
• manage complex member issues
• use automation and technology to improve efficiency without sacrificing service quality.

What we're looking for

Skills & competencies

customer support manager

customer experience

member support

support operations

escalation management

customer communications

onboarding

service recovery

support kpis

new york ny

new york pilates

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, dental, and vision insurance
• paid time off
• 401(k)
• complimentary New York Pilates membership
• employee merchandise discount.

Why this role

Combines hands-on support leadership with operational improvement and member experience responsibilities.

About the employer

New York Pilates is hiring for this role. Industry: Fitness and Recreational Sports Centers. Sector: 71.