PushPress

Support Manager, Customer Experience

PushPress

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Lead 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 stack
  • Own 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.

Requirements

  • 5+ years in customer support, with at least 2 years managing a team of 5 or more agents directly
  • A track record of building support systems- workflows, escalation paths, QA frameworks, and tooling configurations not just inheriting and maintaining them
  • Hands-on experience with Intercom, Zendesk, or a comparable support platform at an admin or configuration level
  • Demonstrated ability to develop agents: examples of people you've coached into expanded roles, leads, or higher performance
  • Comfort with data: you can read a dashboard and present metrics to leadership
  • Clear, direct communication you give feedback that lands, write escalation updates customers can actually understand, and can present a point of view to a skeptical senior leader
  • **Strong signals we'll look for**
  • - SaaS support experience, especially in SMB-facing products where customers are running businesses, not just using software
  • - Experience managing technical support or bug escalation pipelines comfort with the Engineering handoff, not just the customer-facing side
  • - Familiarity with AI-assisted support tools and a clear opinion on where they help and where they don't
  • - Experience in fitness, wellness, or adjacent SMB verticals understanding the gym owner's world is a real advantage
Benefits
  • Competitive base salary commensurate with experience and level
  • Equity participation in a high-growth, venture-backed company
  • Comprehensive health, dental, and vision coverage
  • Flexible PTO and fully remote working arrangements
  • Annual learning and development stipend
  • Free PushPress access — you'll use the product and know it deeply
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer support managementworkflow developmentescalation path definitionQA framework buildingtooling configurationdata analysisdashboard presentationteam training program developmentincident response coordinationbug escalation management
Soft Skills
leadershipcoachingclear communicationfeedback deliverycross-functional collaborationproblem-solvingperformance managementstructured onboardingproactive trainingcustomer-facing communication