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.
ClassPass offers thousands of fitness and wellness experiences worldwide, helping people lead active, balanced lifestyles. Our platform makes discovering and enjoying activities simple, personalized, and joyful—whether it's fitness classes, self-care sessions, a healthy lunch, or a new adventure. Join us in shaping healthier, more vibrant communities around the globe.
- 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
- 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
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.
By entering your email and phone number and submitting your application, you consent to receive emails, calls and SMS about your application and other roles at The Company, including by auto-dialer. Message and data rates may apply. Opt-out or text STOP to cancel at any time. If you are a California resident or reside outside the United States then by submitting your application you confirm that you have read, understood, agree and - where applicable - grant your prior, free, informed and express consent for the processing of your personal information, including sensitive personal information, as described in our California Applicant Privacy Notice or International Applicant Privacy Notice (as applicable).
Skills Required
- 5+ years of experience in customer support or customer success operations
- 2-3 years in a people management role
- Experience managing outsourced/BPO support teams
- Experience managing B2B support in a SaaS or technology environment
- Experience managing multi-channel support operations
- Strong analytical skills
ClassPass Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about ClassPass and has not been reviewed or approved by ClassPass.
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Fair & Transparent Compensation — Compensation in certain product and engineering roles is described as market-competitive. Pay in these areas is framed more favorably than in quota-carrying functions.
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Wellbeing & Lifestyle Benefits — Offerings include wellness perks such as fitness stipends and access to wellness programs that add value beyond base pay. Remote-friendly policies and stipends also support everyday well-being.
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Leave & Time Off Breadth — Benefits include paid holidays and sick time, with additional indications of generous PTO and parental leave. These provisions broaden the non-cash value of employment.
ClassPass Insights
What We Do
Discover the best workouts around. Search gyms and studios near you, book a spot and get moving. Join our quickly-growing team and you’ll have an incredible opportunity to build a career with a high-growth startup while empowering others to reach their fitness goals. Companies can also give their employees access to our global network of fitness studios and gyms with one membership, while increasing engagement, retention and saving on healthcare costs.
