Support Manager, Customer Experience

About PushPressPushPress is the AI-powered gym management platform built for boutique fitness.We are transforming how boutique fitness owners operate and how the entire $100B global fitness industry connects, transacts, and grows. Trusted by more than 5,000 gyms and 500,000 members, PushPress processes ~$1B annually.We're a Series B company backed by Altos Ventures, StepStone, and Mucker Capital, and we're going all-in on AI. Our AI Assistant, AI Member Intel, and AI-powered reporting tools are already changing how gym owners and coaches operate. We believe AI should make the human side of fitness better, not replace it.By embedding intelligence directly into the product, we enable boutique fitness owners to make faster decisions, unlock new revenue streams, and collaborate across a connected network. As more gyms join the platform, data compounds, intelligence strengthens, and the value of the ecosystem increases for every owner.We are a global team of builders, operators, and fitness fanatics on a mission to level the playing field for independent fitness entrepreneurs. If you are ready to help reshape an industry, let's talk!The OpportunityWe're looking for someone who believes that an exceptional customer experience is what builds lasting confidence in a product and who wants to own the function that delivers it. You'll lead the day-to-day performance of our customer-facing support team and be the person who builds the systems, standards, and culture that allow that experience to scale without breaking.This is not a ticket queue manager role. We need someone who is equal parts people leader, systems builder, and operational strategist, someone who understands that support qualWe're looking for someone who believes that an exceptional customer experience is what builds lasting confidence in a product and who wants to own the function that delivers it. You'll lead the day-to-day performance of our customer-facing support team and be the person who builds the systems, standards, and culture that allow that experience to scale without breaking.This is not a ticket queue manager role. We need someone who is equal parts people leader, systems builder, and operational strategist, someone who understands that support quality is a retention lever, not an overhead line.What you're walking intoThe team has genuine industry knowledge and customer obsession that's real and worth protecting.The operating infrastructure to scale it is being built now. You're part of building it.Q2 is about laying foundations: metrics, QA, routing, tooling, and team standards.Q3 and Q4 are where we shift from reactive to proactive. You'll help get us there.What You'll DoLead and develop the support team You are the primary people leader for the support team. Run weekly 1:1s with a consistent structure (metrics, quality, development, blockers), build and run a rubric-based QA process with direct coaching, manage performance actively in both directions, and own scheduling and coverage modeling in partnership with the Head of Customer Experience.Manage the operational systems Routing, escalation paths, SLAs, and tooling are the infrastructure every support interaction runs on. Lead the definition of tiered SLA standards by customer segment, own routing and workflow logic in partnership with RevOps, define and document escalation criteria, build a standardized bug escalation path from CX to Engineering, and evaluate and recommend tooling improvements with a clear business case.Build visibility into what's actually happening Partner with the Head of Customer Experience on metric dashboard development, monitor queue health daily, surface escalation patterns before they become visible externally, and track the full metrics stackOwn the help center, Fin, and team development Own the help center end-to-end auditing content against top contact drivers and measuring real deflection. Own Fin configuration and performance. Build and run the team training program: structured onboarding, ongoing development, and proactive product training ahead of releases. Identify high performers and give them a clear path forward.Represent support cross-functionally Run a structured VOC cadence to surface support patterns to Product and Engineering. Own the CX side of incident response — team coordination, customer-facing communications, and post-mortems. Partner with Sales on free-to-paid conversion signals coming through support.What We're Looking ForRequired5+ years in customer support, with at least 2 years managing a team of 5 or more agents directlyA track record of building support systems- workflows, escalation paths, QA frameworks, and tooling configurations not just inheriting and maintaining themHands-on experience with Intercom, Zendesk, or a comparable support platform at an admin or configuration levelDemonstrated ability to develop agents: examples of people you've coached into expanded roles, leads, or higher performanceComfort with data: you can r