Manager, Technical Support

At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections.

Mindbody equips wellness entrepreneurs with technology to support thriving businesses and create exceptional experiences. Innovation and curiosity drive our culture, connecting businesses and individuals through cutting-edge solutions. Join us if you're passionate about enhancing wellness through technology.

The Role You'll Play

• Lead and develop Support Specialists, Product Knowledge Gurus, and Support Team Leaders through regular 1:1s, performance coaching, feedback, and growth planning


• Partner with Workforce Management to build and maintain schedules aligned to inbound queue demand, real-time needs, and sales projections


• Work with the BOP Program Manager to identify, implement, and improve processes and corrective actions with BPO partners


• Maintain quality monitoring programs, evaluate coaching quality, and help leaders strengthen the support experience


• Track, analyze, and report weekly, monthly, quarterly, and annual key performance indicators for senior leadership


• Partner with Support Supervisors to identify performance trends, document coaching needs, and support timely performance improvement


• Own resolution for assigned or escalated client concerns, including corrective action and preventative action reporting


• Collaborate with Mindbody leaders, vendors, offshore partners, and key systems contacts through leadership meetings, task forces, and cross-functional initiatives


• Support interviewing and recruitment for Support Specialists, Product Knowledge Gurus, and Support Team Leaders


• Create clear project plans for key initiatives and hold direct reports accountable for their contributions

 The Experience You’ll Bring

• 5+ years of related customer service or technical support experience


• 3+ years of working knowledge of Mindbody products and services


• 2+ years of supervisory experience, with a focus on coaching, performance management, and team development


• Strong understanding of contact center best practices, technologies, and performance metrics


• Ability to analyze team member and customer questions, identify trends, and use insights to improve products, services, and support experiences


• Clear written and verbal communication skills, including the ability to present information to senior leaders and provide thoughtful feedback to direct reports


• Experience using Mindbody software and applications, with familiarity across wellness industries


• Proficiency with Excel, PowerPoint, and Microsoft Word, including data analysis, formulas, charts, templates, formatting, track changes, and presentation materials


• Customer-focused approach with the ability to build trust, maintain strong relationships, and act with care for internal and external customers


• Ability to lead with integrity, maintain confidentiality, stay focused on priorities, remove roadblocks, and remain calm during escalated or stressful situations