Customer Support Manager
About the role
Position Summary
We are looking for a Manager, Customer Support to join our growing team.
In this role, you will oversee the customer support department's operations, ensuring that the team provides the highest level of service to our customers. You'll manage a team of customer support representatives supporting Practice Better's growing practitioner base. The team handles 4,000+ monthly inquiries across email and calls, supporting both practitioners (nutritionists, coaches, therapists) and their clients. Your team operates in a fast-paced environment with frequent product updates, complex integrations, and the need to balance efficiency with empathy in a health-focused space. This role involves developing and implementing customer service policies and procedures, and working closely with other departments to resolve customer issues efficiently and effectively.
For the first 90 days, you'll transition into the role as a Team Lead with direct support from the Senior Manager of Customer Support. This structured onboarding period allows you to develop essential management skills, learn team operations and workflows from a leadership perspective, and build confidence in your new responsibilities before taking on the full scope of the manager role. It also ensures a smooth transition as you shift from peer to leader and helps you establish your leadership approach with dedicated mentorship.
Success during this phase looks like establishing trust with the team, effectively running 1:1s and team meetings, providing clear and actionable feedback, managing day-to-day support operations, and demonstrating sound judgment in escalations and prioritization. You'll also slowly transition out of the ticket queue during this period—this means handling some tickets as needed until we can fully take you off the queue and shift your focus entirely to management responsibilities. By the end of the 90 days, you'll be positioned to take on the full scope of the Manager role with clarity, confidence, and ongoing leadership support.