[Remote] Customer Support Manager

Note: The job is a remote job and is open to candidates in USA. Walla is a company focused on revolutionizing the fitness industry's software to support boutique fitness studios. The Customer Support Manager will lead a team of help desk specialists, ensuring high-quality customer support while implementing AI-driven solutions to enhance operational efficiency.ResponsibilitiesManage and coach a team of front-line support specialists, including FTEs and agency/BPO team membersOwn support desk operations across live channels (chat/email) with a focus on responsiveness, accuracy, and empathyTriage and escalate urgent or complex issues to internal stakeholders; serve as an escalation point for your teamSet and track team goals tied to customer sentiment, resolution speed, and queue healthOwn and report on support performance metrics—including queue health, CSAT, first-contact resolution, and handle time—to CX leadership on a regular cadence, with a clear point of view on what the data means and what needs to changeStep into the queue when it counts - willing to pick up tickets during PTO coverage gaps, volume spikes, or when the team is ramping; focused on strategy and coaching when the team is hitting goals, but never too senior to help close the queueHire, onboard, and upskill team members in line with team growth and evolving customer needsLead the design and optimization of AI-assisted workflows in HubSpot—including chatbots, automated triage, and smart routing—to improve speed and accuracy across the support experiencePartner with our CX leadership to define where AI augments our team (faster resolution, smarter deflection) vs. where human judgment is irreplaceableContinuously evaluate AI tooling performance: resolution rates, deflection quality, sentiment impact, and handoff frictionDrive adoption of AI tools within the support team, including training and change management as workflows evolveIdentify opportunities to use AI-generated insights (ticket trends, common failure points, language patterns) to improve macros, knowledge base content, and team coachingOwn and optimize our HubSpot support environment—ticket pipelines, automation workflows, macros, SLA configurations, and reporting dashboardsDrive continuous improvements to our HubSpot setup to reduce manual effort, improve response consistency, and surface the right data for coaching and decision-makingBuild and maintain internal documentation and knowledge base content that empowers both the team and our customers to self-serve effectivelyCollaborate with Product, Engineering, and Operations on issue resolution, root cause tracking, and systemic fixes surfaced through HubSpot dataFoster a customer-first mindset by embedding empathy, clarity, and accountability into every support interactionHelp define and evolve Walla’s support philosophy as we scale—balancing AI-driven efficiency with the personal, human touchpoints our studios count onChampion the voice of the customer internally: identify friction points, surface trends, and bring actionable feedback to cross-functional teamsManage self-service enablement (knowledge base articles, guided flows, support comms) with an eye toward reducing inbound volume through better customer educationSkills3+ years in customer support or CX roles at a SaaS company2+ years leading customer-facing teams, ideally in a help desk or technical support capacityHands-on HubSpot (or similar) experience—you've built or managed pipelines, workflows, SLA configurations, or reporting in HubSpot Service HubDemonstrated experience implementing or managing AI-powered support tools: chatbots, automated triage, intelligent routing, or similarStrong grasp of support operations fundamentals: queue management, SLAs, escalation frameworks, and performance metricsComfortable pulling and interpreting your own data—you don't wait for an analyst to tell you what's happening in your queue; you can build a case for headcount, tooling, or process changes using the numbers you already have access toExcellent written and verbal communication skills—you can write a thoughtful coaching note as easily as a sharp macroBonus: Experience in fitness/wellness studio software or related tech stacksBenefitsRemote work environmentUnlimited vacation policyCompany-paid medical, dental, and vision plansParticipation in company equity plan with a fast-growing companyCompany OverviewDesigned by fitness industry and tech experts, Walla is a modern, all-for-you studio management platform created to transform and simplify your studio operations. It was founded in 2020, and is headquartered in San Diego, California, USA, with a workforce of 11-50 employees. Its website is https://hellowalla.com.