Customer Care Manager

. Manage a team of CSRs and Senior CSRs .

Posted 9/26/2026full-timeRemote • United StatesMid-LevelSenior💰 $80,000 - $135,000 per yearWebsite

Key responsibilities & impact

Manage a team of CSRs and Senior CSRs
Run weekly one-on-ones and own end-to-end performance management
Coach team members by listening to partner interactions and providing actionable feedback
Own queue health for the team's portion of the omni-channel queue
Monitor TFR, TRES, ASA, and CSAT daily
Adjust staffing and routing with the other Manager of Customer Care and Director
Build career paths and identify high-potential teammates
Partner with the Director and recruiting to hire CSRs and Senior CSRs
Act as a culture ambassador for partner and employee experience
Collaborate with Product, Engineering, and the broader CX organization to surface queue patterns and influence the partner experience
Report to the Director of Customer Care

What you’ll need

3+ years managing individual contributors in a CX, support, or contact-center environment
Fluency with CX metrics: TFR, TRES, ASA, and CSAT
Track record of hiring, coaching, and retaining frontline support talent
Experience with an omni-channel queue including chat, email, and Zoom
Strong written communication and ability to give effective feedback
Sharp judgment and ability to make real-time decisions balancing partner advocacy with business priorities
Familiarity with Intercom, Notion, Slack, and Google Suite
SaaS or SMB-serving environment experience is a plus
Direct experience working behind the desk of a wellness business is a plus
Bachelor's degree preferred, not required
Authorization to work in the United States is requested in the application form

Comp & perks