NYC: Customer Support Manager

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

Build the Future of the Student Experience at NYP

At New York Pilates, our members are at the center of everything we do.

We're looking for 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. We're looking for someone who thinks like both a customer advocate and an operator. Someone who can lead an exceptional Customer Support team, manage complex member issues, identify patterns in customer feedback, and turn those insights into better systems, processes, and experiences.

You’ll oversee customer support, member communications, issue resolution, escalations, onboarding, service recovery, and ongoing member engagement, while building scalable systems that improve both the member experience and the efficiency of our support operation.

You’ll be responsible for ensuring our members receive exceptional support today while constantly asking how we can make their experience even better tomorrow.

If you are an expert in these areas, we’d love to meet you.

Who You Are

You care deeply about creating exceptional customer experiences.

You enjoy solving problems and building systems that make every interaction with a member feel intentional, thoughtful, and personal.

You’re equally comfortable managing a Customer Support team, reviewing customer conversations, handling escalations, improving support processes, analyzing support trends, and identifying opportunities to make the member experience better.

When you see the same customer issue happening repeatedly, you don’t just want to solve the individual tickets; you want to understand why it’s happening and fix the underlying problem.

You know how to balance speed and efficiency with empathy and a premium level of customer service. You understand that great customer support isn’t simply about answering questions or closing tickets; it’s about making members feel heard, supported, and taken care of.

You know how to use customer feedback and support data to identify patterns, prioritize opportunities, and measure whether your work is actually improving the experience.

You understand that customer experience isn’t owned by one department; it’s created through every interaction. You’re analytical, proactive, highly organized, and always looking for ways to improve efficiency without losing the personal experience that makes a brand special.

Most importantly, you’re excited to help shape one of the fastest-growing boutique fitness brands in the country.

Before You Apply

This role is likely a great fit if you:

• You have 5+ years of experience in customer support, customer experience, customer success, membership, or another customer‑facing environment
• You’ve managed or meaningfully contributed to a customer support operation
• You have experience managing and developing customer‑facing teams
• You understand customer support best practices, including SLA management, ticket prioritization, quality assurance, and escalation management
• You have experience managing customer communications across multiple channels
• You know how to turn customer feedback and recurring support issues into operational improvements
• You enjoy using automation and technology to improve support efficiency without sacrificing a premium customer experience
• You have experience handling complex customer issues and escalations with empathy and good judgment
• You’re highly analytical and comfortable using KPIs and customer data to make decisions
• You’re comfortable monitoring metrics such as response times, resolution times, ticket volume, customer satisfaction, and support team performance
• You’re comfortable moving between strategy and hands‑on execution
• You thrive in a fast‑moving environment and naturally take ownership of identifying and solving problems
• Experience in fitness, wellness, hospitality, retail, or another customer‑centric industry is a strong plus

This role may not be the right fit if:

• You’re looking for a traditional marketing or social media position
• You’re looking exclusively for a CRM, growth, or lifecycle marketing role
• You haven’t managed or meaningfully contributed to customer support operations
• You’re uncomfortable managing customer escalations and difficult conversations
• You’re uncomfortable digging into the details of individual customer issues
• You’re uncomfortable working with support data, KPIs, and performance metrics
• You prefer strategy without hands‑on operational execution
• You’re looking for a slow‑paced corporate environment

Compensation & Benefits

• $92,000 annual salary
• Medical, dental, and vision insurance
• Paid time off
• 401(k)
• Complimentary New York Pilates membership
• Employee merchandise discount