NYC: Customer Support Manager

Member Support Manager At New York Pilates, our members are at the center of everything we do. We're looking for an exceptional Member Support Manager to lead our customer support operation and ensure every member receives an exceptional experience from their first interaction with New York Pilates through their entire membership. This is a hands-on customer support leadership role. We're looking for someone who thinks like both a customer advocate and an operator. Someone who can lead an exceptional Customer Support team, manage complex member issues, identify patterns in customer feedback, and turn those insights into better systems, processes, and experiences. You'll oversee customer support, member communications, issue resolution, escalations, onboarding, service recovery, and ongoing member engagement, while building scalable systems that improve both the member experience and the efficiency of our support operation. You'll be responsible for ensuring our members receive exceptional support today while constantly asking how we can make their experience even better tomorrow. If you are an expert in these areas, we'd love to meet you. You care deeply about creating exceptional customer experiences. You enjoy solving problems and building systems that make every interaction with a member feel intentional, thoughtful, and personal. You're equally comfortable managing a Customer Support team, reviewing customer conversations, handling escalations, improving support processes, analyzing support trends, and identifying opportunities to make the member experience better. When you see the same customer issue happening repeatedly, you don't just want to solve the individual tickets; you want to understand why it's happening and fix the underlying problem. You know how to balance speed and efficiency with empathy and a premium level of customer service. You understand that great customer support isn't simply about answering questions or closing tickets; it's about making members feel heard, supported, and taken care of. You know how to use customer feedback and support data to identify patterns, prioritize opportunities, and measure whether your work is actually improving the experience. You understand that customer experience isn't owned by one department; it's created through every interaction. You're analytical, proactive, highly organized, and always looking for ways to improve efficiency without losing the personal experience that makes a brand special. Most importantly, you're excited to help shape one of the fastest-growing boutique fitness brands in the country. This role is likely a great fit if you: You have 5+ years of experience in customer support, customer experience, customer success, membership, or another customer-facing environment You've managed or meaningfully contributed to a customer support operation You have experience managing and developing customer-facing teams You understand customer support best practices, including SLA management, ticket prioritization, quality assurance, and escalation management You have experience managing customer communications across multiple channels You know how to turn customer feedback and recurring support issues into operational improvements You enjoy using automation and technology to improve support efficiency without sacrificing a premium customer experience You have experience handling complex customer issues and escalations with empathy and good judgment You're highly analytical and comfortable using KPIs and customer data to make decisions You're comfortable monitoring metrics such as response times, resolution times, ticket volume, customer satisfaction, and support team performance You're comfortable moving between strategy and hands-on execution You thrive in a fast-moving environment and naturally take ownership of identifying and solving problems Experience in fitness, wellness, hospitality, retail, or another customer-centric industry is a strong plus This role may not be the right fit if: You're looking for a traditional marketing or social media position You're looking exclusively for a CRM, growth, or lifecycle marketing role You haven't managed or meaningfully contributed to customer support operations You're uncomfortable managing customer escalations and difficult conversations You're uncomfortable digging into the details of individual customer issues You're uncomfortable working with support data, KPIs, and performance metrics You prefer strategy without hands-on operational execution You're looking for a slow-paced corporate environment