Customer Service Support Manager

We are seeking a dedicated and experienced Customer Care Manager to join our team. As the Customer Care Manager, you will play a vital role in ensuring customer satisfaction and managing the overall customer support operations. You will be responsible for leading a team of customer support specialists, monitoring the quality of service delivered, and implementing strategies to improve customer experience. The Customer Care Manager at MyStudio not only provides leadership but also executes in the trenches with the team. The ideal candidate is a problem solver, an effective communicator, and highly organized.

Responsibilities

• Lead and motivate a team of customer support representatives to provide excellent customer service and meet performance targets
• Develop and implement customer support policies and procedures to ensure consistent delivery of high-quality service
• Conduct regular performance evaluations to identify areas for improvement and provide coaching and training as necessary
• Work closely with cross-functional teams such as Sales, Marketing and Onboarding to resolve customer issues and ensure customer satisfaction
• Monitor customer support metrics and generate reports for management to track performance and identify trends
• Handle escalated customer complaints and ensure timely resolution
• Stay updated on industry trends and best practices in customer support management and implement new strategies to enhance customer experience

Requirements

• Bachelor's degree in Business Administration or a related field
• Proven experience in a customer support management role, preferably in a fast-paced environment and/or in the SaaS/software industry
• Excellent verbal and written communication skills
• Strong leadership and team management abilities
• Exceptional problem-solving and decision-making skills
• Data-driven with exceptional analytical skills and a proven track record of working with KPIs and metrics to optimize performance
• Proficient in customer support software and CRM systems
• Ability to work well under pressure and prioritize multiple tasks
• Excellent time management and organizational skills
• A customer-focused mindset and a passion for delivering exceptional service.

Effectiveness in this role will be measured by key performance indicators such as:

1) Customer satisfaction ratings, including CSAT and NPS (team and individual)

2) Average time to resolve customer issues (team and individual)

3) Average number of issues resolved (team and individual)

Please note this job description is not designed to cover a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities are subject to change.

Company Overview:

MyStudio is a software-as-a-service suite of products that gives fitness, martial arts, and other membership-based business studio owners the freedom that comes from automating and simplifying how customers buy from them — making them more money at all hours of the day, saving them money, and granting them more time.

Work Environment

In-office position based in Fairfax, VA, a suburb of Washington, DC. Any applicant who lives outside commuting distance to Fairfax will not be considered.

Why Work For MyStudio?

• The chance to get in on the “ground floor” of a tech company with startup energy
• The ability to make a difference from day one
• The power to make a positive difference in fitness, children’s education, and other membership-based industries doing admirable work
• A competitive salary, bonus program, and benefits, commensurate with your experience
• Health insurance, paid time off, and sick leave

Interested?

Please read this posting carefully, visit our website (www.mystudio.io), learn about us, and then apply. We needed someone yesterday, and we are excited to grow our team, so if you're a good fit, expect this process to move quickly.

Pre-Employment Background Checks

All offers of employment are contingent upon clear results of a thorough background check.