Support Manager, Customer Experience

PushPress is seeking a Support Manager, Customer Experience to lead the day-to-day performance of its customer-facing support team and build systems, standards, and culture to deliver an exceptional customer experience. The ideal candidate will have 5+ years of customer support experience, with at least 2 years of managing a team of 5 or more agents directly, and hands-on experience with Intercom, Zendesk, or a comparable support platform.

Requirements

• 5+ years in customer support
• At least 2 years managing a team of 5 or more agents directly
• Hands-on experience with Intercom, Zendesk, or a comparable support platform
• A track record of building support systems- workflows, escalation paths, QA frameworks, and tooling configurations
• 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
• 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
• 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