[Hiring] Support Manager, Customer Experience @PushPress

Role Description

We'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 into:

• The 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 Do:

• Lead and develop the support team.
• Manage the operational systems.
• Build visibility into what's actually happening.
• Own the help center, Fin, and team development.
• Represent support cross-functionally.

Qualifications

• 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.

Requirements

• 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.