Sr Manager, Partner Support

About the Company:

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.

The Role You'll Play

• Lead, coach, and develop a team of support supervisors and agents across internal and outsourced partners
• Set clear goals and hold teams accountable to performance outcomes; publicly celebrate success and address gaps transparently
• Partner with BPO/outsourced vendor managers to align on expectations, SLAs, and performance standards
• Own and drive key support KPIs including CSAT, First Contact Resolution (FCR), Average Handle Time (AHT), Service Level, Chat/Email Response Times, and Quality Scores
• Leverage data-driven approaches to identify trends, uncover root causes, and implement continuous improvements
• Oversee B2B support delivery across chat, email, and outbound phone channels
• Collaborate with CX, Product, and Operations leadership to represent the voice of the B2B customer
• Manage enablement and QA
• Partner with workforce management to ensure performance KPIs are met

 The Experience You’ll Bring

•  5+ years of experience in customer support or customer success operations, with at least 2–3 years in a people management role 
• Demonstrated experience managing outsourced/BPO support teams and holding vendors accountable to SLAs
• Proven track record managing B2B support in a SaaS or technology environment
• Experience managing multi-channel support operations (chat, email, outbound phone)
• Strong analytical skills, you're comfortable building reports, interpreting data, and making decisions from metrics

 

Have we piqued your curiosity?

Sound like the role for you? We’d love to hear from you! Even if you’re not 100% sure about potential fit, we still encourage you to apply. We’re looking for the right person, not the perfect series of checkboxes.

The Company is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.

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Note: This description outlines key responsibilities but isn’t intended to cover every task or duty. Additional responsibilities may be assigned as needed to support the team and business goals.