Head of Member Experience & Support

newyorkpilates; New York (NY); On-site; USD 78,000 - 106,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Paid time off

401(k)

Complimentary New York Pilates member­

Employee merchandise discount

Job summary

New York Pilates is seeking an exceptional Customer Support Manager to lead our customer support operation and ensure every member receives an exceptional experience from their first interaction with New York Pilates through their entire membership.

This is a hands-on customer support leadership role, balancing customer advocacy with operational excellence and building scalable systems for efficiency and outstanding service.

Qualifications

• 5+ years of experience in customer support or related client-facing roles.
• Experience managing or contributing to a customer support operation.
• Experience developing customer-facing teams.
• Knowledge of SLA management, ticket prioritization, QA, and escalation management.
• Experience managing communications across multiple channels.
• Ability to turn customer feedback into operational improvements.

Responsibilities

• Oversee customer support operations and member communications.
• Resolve complex member issues and manage escalations.
• Drive onboarding, service recovery, and ongoing member engagement.
• Build scalable processes to improve member experience and support efficiency.

Skills

Customer support leadership

SLA management

Multichannel communications

Process improvement

Analytical mindset

Job description

New York Pilates is seeking an exceptional Customer Support Manager to lead our customer support operation and ensure every member receives an exceptional experience from their first interaction with New York Pilates through their entire membership.

This is a hands-on customer support leadership role, balancing customer advocacy with operational excellence and building scalable systems for efficiency and outstanding service.