Customer Support Manager

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.

Responsibilities:

• Manage and coach a team of front-line support specialists, including FTEs and agency/BPO team members
• Own support desk operations across live channels (chat/email) with a focus on responsiveness, accuracy, and empathy
• Triage and escalate urgent or complex issues to internal stakeholders; serve as an escalation point for your team
• Set and track team goals tied to customer sentiment, resolution speed, and queue health
• Own 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 change
• Step 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 queue
• Hire, onboard, and upskill team members in line with team growth and evolving customer needs
• Lead 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 experience
• Partner with our CX leadership to define where AI augments our team (faster resolution, smarter deflection) vs. where human judgment is irreplaceable
• Continuously evaluate AI tooling performance: resolution rates, deflection quality, sentiment impact, and handoff friction
• Drive adoption of AI tools within the support team, including training and change management as workflows evolve
• Identify opportunities to use AI-generated insights (ticket trends, common failure points, language patterns) to improve macros, knowledge base content, and team coaching
• Own and optimize our HubSpot support environment—ticket pipelines, automation workflows, macros, SLA configurations, and reporting dashboards
• Drive continuous improvements to our HubSpot setup to reduce manual effort, improve response consistency, and surface the right data for coaching and decision-making
• Build and maintain internal documentation and knowledge base content that empowers both the team and our customers to self-serve effectively
• Collaborate with Product, Engineering, and Operations on issue resolution, root cause tracking, and systemic fixes surfaced through HubSpot data
• Foster a customer-first mindset by embedding empathy, clarity, and accountability into every support interaction
• Help define and evolve Walla’s support philosophy as we scale—balancing AI-driven efficiency with the personal, human touchpoints our studios count on
• Champion the voice of the customer internally: identify friction points, surface trends, and bring actionable feedback to cross-functional teams
• Manage self-service enablement (knowledge base articles, guided flows, support comms) with an eye toward reducing inbound volume through better customer education

Requirements:

• 3+ years in customer support or CX roles at a SaaS company
• 2+ years leading customer-facing teams, ideally in a help desk or technical support capacity
• Hands-on HubSpot (or similar) experience—you've built or managed pipelines, workflows, SLA configurations, or reporting in HubSpot Service Hub
• Demonstrated experience implementing or managing AI-powered support tools: chatbots, automated triage, intelligent routing, or similar
• Strong grasp of support operations fundamentals: queue management, SLAs, escalation frameworks, and performance metrics
• Comfortable 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 to
• Excellent written and verbal communication skills—you can write a thoughtful coaching note as easily as a sharp macro
• Bonus: Experience in fitness/wellness studio software or related tech stacks