Customer Support Manager

About REP:

REP designs world-class, innovative gym equipment that is sold around the world, and we are now expanding into apparel, supplements, athletes, and events. REP was established in 2012 by two brothers who shared a deep passion for fitness. From our humble beginnings of selling bumper plates out of a small garage, REP has experienced remarkable growth, now occupying over 300,000+ square feet of office and distribution space in the USA and internationally. With a dedicated team of over 200+ fitness enthusiasts, our vision is to be the #1 Strength Brand in the World. Our commitment to innovation, customer service, and value sets us apart. 

We believe in building a culture centered around fitness, so we specialize in outfitting home gyms, commercial gyms, and strength and conditioning facilities. Our dedication to excellence has been recognized multiple times when we were featured in the Inc. 5000 fastest growing private companies in 2018 and 2021 and then voted the best home strength product launch in 2022 by Garage Gym Experiment. Our team works out together, and we regularly invite fitness superstars to join us. We organize fun challenges to test our limits - and the limits of our equipment. 

At REP, we continue to grow and bring new opportunities for those who want to be a part of a winning team. We firmly believe that being surrounded by like-minded individuals fuels creative energy and fosters a fun and collaborative work environment. This role is based in our state-of-the-art headquarters with a bright, spacious, shared workspace; scenic views of the Rocky Mountains; and a kitchen always stocked with healthy snacks, protein powder, and coffee.  We offer a hybrid work environment with a minimum of three days in the office, but there’s flexibility about which days and hours. 

 

Our Core Values:

• Think Like a Customer - We empathize with our customers; understand the 'why' behind every decision we make
• Progress not Perfection - We don't let perfect get in the way of good; we are better today than we were yesterday
• Positive Attitude - Be a glass half-full kind of person and remember to have fun
• Teamwork without Ego - We put the team above ourselves; we only win together
• Take Initiative - We drive momentum; if there is an opportunity to make us better, we want to hear it

 

About This Role: 

REP Fitness is seeking a Customer Support Manager to lead day-to-day operations of our US-based Customer Support team. This role is responsible for frontline leadership, KPI ownership, performance management, and operational consistency across a high performing team of 25-35 employees, including supervisors, leads, and customer service representatives.  

The Customer Support Manager will ensure we continue to deliver high-quality customer service by meeting service levels, maintaining quality standards, and driving operational consistency as we scale. 

Essential Functions: 

Own daily Support Operations & KPIs

• Lead day-to-day execution of customer support operations, ensuring performance against SLAs, CSAT, productivity metrics, & quality standards. Monitor trends, anticipate risks, and take proactive action to maintain service excellence.

Drive Performance Management & Accountability

• Directly manage & develop frontline leaders, coaching them to set clear expectations, conduct effective performance conversations, and drive accountability across their teams

Cultivate a High-Performance, Positive Culture

• Foster an environment where employees feel recognized, supported, and motivated. Model steady, solution-oriented leadership during peak periods, product launches, and operational changes. 

Collaborate Cross-functionally to Improve CX

• Partner with Product, Logistics, Ecommerce, Quality, and other teams to surface issues, pilot improvements, and strengthen both the customer & employee experience. 

Operational Planning & Workforce Alignment

• Partner in capacity planning & workforce alignment by identifying performance gaps, coverage risks, and operational inefficiencies to ensure the right support at the right time without unnecessary headcount growth.

Stay Close to the Work

• Oversee escalations and periodically support customers directly to remain connected to frontline realities, customer pain points, & emerging trends.

 

Supervisory Responsibilities:  

Plans, staffs, evaluates, and directs work of employees of a work unit.  

• Directly manages customer support supervisors.
• Oversees a team of approximately 25-35 employees through direct management of supervisors and leads
• Responsible for hiring, onboarding, coaching, performance management, development planning and, when necessary, corrective action & departures.  
• Establishes clear expectations & monitors performance against KPIs.
• Develops frontline leaders to build bench strength & internal growth pathways.
• Ensures alignment to company values, operational standards, & customer experience expectations. 

 

What You Will Bring: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Communication Skills: 

• Ability to clearly communicate performance expectations, service standards, and operational priorities to supervisors & frontline teams. 
• Ability to deliver direct, constructive feedback and lead effective performance conversations with professionalism & fairness.
• Ability to communicate service trends and operational updates to cross-functional partners in a clear & solution-oriented manner. 

Reasoning Ability:  

• Ability to analyze service metrics and operational data to identify trends, root causes, and areas for improvement.
• Ability to prioritize competing demands in a fast-paced environment while maintaining service level & quality standards.
• Ability to make sound, timely decisions that balance customer experience, employee experience, and business needs. 

Mathematical Skills: 

• Ability to interpret and apply service performance data including SLA, productivity, volume, quality, & satisfaction metrics
• Comfort working with performance dashboards and reports to monitor effectiveness, identify gaps, and recommend operational adjustments 

Computer Skills:  

• Experience working in modern CRM & customer support platforms including telephony, chat, & ticketing systems (e.g. Kustomer, Zendesk, Aircall, Hubspot, etc) 
• Experience interpreting & utilizing reporting tools & dashboards.
• Strong working knowledge of Microsoft Office and Microsoft 365 products
• Experience implementing or supporting new workflows, systems, or AI-enabled support tools 

 

Education and/or Experience: 

• 5+ years of experience in Customer Support, Contact Center Operations, or Service Operations
• 3+ years of people leadership experience  
• Demonstrated ownership of KPIs (SLAs, productivity, sales, CSAT, quality, etc)
• Experience scaling or operating within a high-growth, high-volume environment is preferred
• Experience leading teams through operational change & systems adoption preferred
• Bachelor’s degree preferred; equivalent practical leadership experience considered 

 

What's In It for You:

Our commitment to quality and transparency applies not only to our products, but to our people. We are focused on creating a fun, exciting, collaborative space that’s centered around health and well-being. We empower everyone on our team to take control of their careers and balance their work and life in a modern, fast-paced environment. 

We offer an exceptional compensation package which includes: 

Compensation base range: $95,000-$110,000 annually plus bonus potential

Day One Benefits!

• Medical, Dental, Vision (Competitive Benefits Packages Available)
• Health Savings Account (HSA) with employer contributions
• Flexible Spending Account (FSA) options
• LTD/STD, Life and AD&D (100% premiums covered by REP)
• 401k and Roth options with employer match up to 4%
• Employee Assistance Program (EAP)

Recharge Yourself!

• 4 weeks of PTO accrued during your first year
• 48 hours of sick leave annually
• 7 paid company holidays with an additional floating holiday
• Paid Parental leave after 6 months of employment
• Birthday - Paid day off

Pump-up Perks!

• Unique bonus structure that rewards exceptional individual performance as well as company-wide performance
• Full access to employee gym
• Employee discount on REP equipment and apparel
• Daily snacks and drinks provided by REP (for onsite employees)
• 'Fitness' casual attire
• Company and team building events
• Professional growth and development within the organization
• LIFE-WORK balance

 

PHYSICAL REQUIREMENTS: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

 While performing the duties of this job, the employee is constantly required to sit and use hands to operate the telephone, type and operate the computer and mouse. Physical effort may include stooping, kneeling, touching, feeling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, talking, hearing, and repetitive motions.  The employee is frequently required to talk, hear, and bend and twist neck. The employee may occasionally lift and/or move up to 25 pounds and rarely lift and/or move up to 100 pounds assisted.  Specific vision abilities required by this job include close vision and distance vision. 

 REP provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, REP complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.  

 This specification is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions that will be given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties shall not be held to exclude other duties not mentioned. Ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to effective customer service delivery, and the ability to work productively as a member of a team or work group are basic requirements of all positions at REP.