Customer Support Manager

Summary As Manager, Customer Support, you'll lead the team at the front lines of Walla's customer experience: our help desk specialists. From resolving technical issues to supporting critical workflows, your team ensures every studio has the help they need to succeed—quickly, accurately, and empathetically. This role sits at the intersection of people leadership, operational excellence, and AI-powered innovation. You'll own the day-to-day rhythms of our support function—setting team goals, overseeing ticket queues, and coaching team members on communication, prioritization, and troubleshooting. You're not above picking up tickets when the team needs it—this role leads from the front, stepping into the queue during coverage gaps or high-volume stretches without being asked. You'll also lead the charge on how we use AI tooling and HubSpot to work smarter: reducing handle time, improving first-contact resolution, and creating a faster, more consistent experience for every studio we serve. You'll be accountable for queue performance, customer satisfaction, and making sure our tools, workflows, and processes keep pace with our product and our customers. Who You Are: A hands-on people leader who genuinely loves customer support and is energized by building high-performing teams A "floor is lava" mentality about queue health—you'll do whatever it takes to make sure studios aren't waiting, including jumping in yourself Excited by AI as a practical tool—you've used it to make support operations measurably better, not just faster on paper Naturally curious about operations and systems, always looking for ways to simplify, automate, or remove friction Organized and structured in how you think, but adaptable in fast-moving environments where priorities shift Empathetic, positive, and deeply committed to making customers feel supported and successful—even when things go sideways What You'll Be Doing: Customer Support Leadership Manage and coach a team of front-line support specialists, including FTEs and agency/BPO team members Own support desk operations across live channels (chat/email) with a focus on responsiveness, accuracy, and empathy Triage and escalate urgent or complex issues to internal stakeholders; serve as an escalation point for your team Set and track team goals tied to customer sentiment, resolution speed, and queue health Own and report on support performance metrics—including queue health, CSAT, first-contact resolution, and handle time—to CX leadership on a regular cadence, with a clear point of view on what the data means and what needs to change Step into the queue when it counts - willing to pick up tickets during PTO coverage gaps, volume spikes, or when the team is ramping; focused on strategy and coaching when the team is hitting goals, but never too senior to help close the queue Hire, onboard, and upskill team members in line with team growth and evolving customer needs AI-First Support Operations This is a core part of the role—not a nice-to-have. Lead the design and optimization of AI-assisted workflows in HubSpot—including chatbots, automated triage, and smart routing—to improve speed and accuracy across the support experience Partner with our CX leadership to define where AI augments our team (faster resolution, smarter deflection) vs. where human judgment is irreplaceable Continuously evaluate AI tooling performance: resolution rates, deflection quality, sentiment impact, and handoff friction Drive adoption of AI tools within the support team, including training and change management as workflows evolve Identify opportunities to use AI-generated insights (ticket trends, common failure points, language patterns) to improve macros, knowledge base content, and team coaching HubSpot & Tooling Ownership Own and optimize our HubSpot support environment—ticket pipelines, automation workflows, macros, SLA configurations, and reporting dashboards Drive continuous improvements to our HubSpot setup to reduce manual effort, improve response consistency, and surface the right data for coaching and decision-making Build and maintain internal documentation and knowledge base content that empowers both the team and our customers to self-serve effectively Collaborate with Product, Engineering, and Operations on issue resolution, root cause tracking, and systemic fixes surfaced through HubSpot data Customer Experience Impact Foster a customer-first mindset by embedding empathy, clarity, and accountability into every support interaction Help define and evolve Walla's support philosophy as we scale—balancing AI-driven efficiency with the personal, human touchpoints our studios count on Champion the voice of the customer internally: identify friction points, surface trends, and bring actionable feedback to cross-functional teams Manage self-service enablement (knowledge base articles, guided flows, support comms) with an eye toward reducing inbound volume through better customer education What You Bring to the Team 3+ years in customer support or CX roles at a SaaS company 2+ years leading customer-facing teams, ideally in a help desk or technical support capacity Hands-on HubSpot (or similar) experience—you've built or managed pipelines, workflows, SLA configurations, or reporting in HubSpot Service Hub Demonstrated experience implementing or managing AI-powered support tools: chatbots, automated triage, intelligent routing, or similar Strong grasp of support operations fundamentals: queue management, SLAs, escalation frameworks, and performance metrics Comfortable pulling and interpreting your own data—you don't wait for an analyst to tell you what's happening in your queue; you can build a case for headcount, tooling, or process changes using the numbers you already have access to Excellent written and verbal communication skills—you can write a thoughtful coaching note as easily as a sharp macro Bonus: Experience in fitness/wellness studio software or related tech stacks What We Have For You: A mission-driven team reshaping the future of fitness tech A culture that values creativity, experimentation, and hustle Remote work environment Unlimited vacation policy Company-paid medical, dental, and vision plans Participation in company equity plan with a fast-growing company