Head of Member Experience & Support

New York Pilates; New York (NY); On-site; USD 83,000 - 101,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

401(k)

Complimentary NY Pilates membership

Employee merchandise discount

Job summary

New York Pilates is seeking a hands-on Customer Support Manager to lead our member experience from first contact through the full membership journey. You will oversee the support team, manage escalations, and drive onboarding, service recovery, and ongoing engagement while building scalable systems for efficiency and exceptional service.

You will balance customer empathy with operational excellence, use feedback and data to identify trends, and continuously improve processes to maintain a

Qualifications

• 5+ years of experience in customer support, customer experience, customer success, membership, or another customer-facing environment.
• Experience managing or meaningfully contributing to a customer support operation.
• Experience managing and developing customer-facing teams.
• Understanding of SLA management, ticket prioritization, quality assurance, and escalation management.

Responsibilities

• Oversee customer support, member communications, issue resolution, escalations, onboarding, service recovery, and ongoing member engagement.
• Build scalable systems to improve both member experience and support operation efficiency.
• Ensure members receive exceptional support today and continuously strive to improve tomorrow.
• Identify patterns in customer feedback and translate insights into better processes and experiences.

Skills

Customer support

Customer experience

Customer success

Membership management

Team leadership

SLA management

Ticket prioritization

Quality assurance

Escalation management

Multichannel communications

Automation in support

Data-driven decisions

Job description

New York Pilates is seeking a hands-on Customer Support Manager to lead our member experience from first contact through the full membership journey. You will oversee the support team, manage escalations, and drive onboarding, service recovery, and ongoing engagement while building scalable systems for efficiency and exceptional service.

You will balance customer empathy with operational excellence, use feedback and data to identify trends, and continuously improve processes to maintain a