Customer Support Sales Manager

About the Role

New York Pilates is looking for a Customer Support Sales Manager. This role will ensure all customer and student responses will be handled in a timely manner and up to NYP standards. Reporting to the Founders of NYP, the Customer Support Sales Manager will manage a small team of part-time CX reps, come up with new and effective ideas to make processes more smooth, communicate with students before and after class, and manage and optimize students accounts and sales. This is a remote work-from-home, full-time position, and must be available to work nights and weekends, and holidays. 

This position will report to our Founders as well as coordinate with other members of the NYP executive Team.

Responsibilities
Sales

• Drive sales of membership packages, class packages, and private classes.
• Possess comprehensive knowledge of specials, membership packages, and retail offerings.
• Achieve or exceed sales targets, activating individual sales commissions while supporting overall departmental sales goals.
• Handle inquiries from prospective students, providing exceptional service and answering questions about products, prices, and availability.
• Negotiate contracts with prospective students and obtain deposits and balance payments.
• Identify sales opportunities and make recommendations to maximize revenue.

Brand and Operations

• Execute NYP playbooks to handle inbound and outbound messages effectively.
• Perform routine software reviews and updates to ensure an optimal experience for staff and students.
• Collaborate with Studio Managers and Sales leadership to enhance the efficiency of the customer service team.
• Keep accurate records of Customer Support discussions and collaborate with the team to improve the student experience.
• Identify and report any operational issues affecting the customer experience.
• Serve as an internal resource and expert on customer service and MindBodyOnline for Store & HQ team members.

Leadership

• Lead and support a team of 6 or more individuals, providing guidance, mentorship, and coaching.
• Responsible for the hiring, training, and development of team members.
• Advocate for the Inbound and Outbound Sales teams to drive efficient growth.
• Maintain regular meetings with sales leadership and key stakeholders to track and analyze metrics.
• Collaborate with Leadership to establish and maintain departmental KPIs.
• Stay informed about departmental and company-wide operational procedures and policies.
• Adapt to changes in business needs and processes seamlessly.
• Manage conflict confidently in high-pressure situations and demonstrate a solution-oriented mindset.
• Proactively identify and address difficult situations.
• Perform other duties as assigned.

Qualifications

• Bachelor's degree in Business Administration, Marketing, or related field (preferred).
• 2-5 years of experience leading a team, preferably in sales or customer service, with a proven track record of success.
• Demonstrated ability to lead and develop employees from within, fostering growth and advancement opportunities.
• Proven track record of achieving sales targets and providing exceptional customer service.
• Strong leadership, communication, and interpersonal skills.
• Ability to work collaboratively as a team member and engage in constructive discussions with various individuals.
• Ability to thrive in a fast-paced, dynamic environment.
• Knowledge of MindBodyOnline or similar software is a plus.

If you are a proactive leader with a passion for sales, customer service, and operational excellence, we invite you to join our team as a Customer Support Sales Manager. Be part of a dynamic environment where your leadership and expertise will contribute to the success of our organization.
 

Perks and Benefits

We are building an A+ team with talented individuals. And we are here to help you along the way! Here are some of the great perks you get working with us!

Competitive Compensation 💸
Things we take into account when calculating the compensation are global averages per skillset, your local cost of living, your skills, and your experience. This role will be at a base salary of $66,000 to $80,000.

Paid Time Off 🏖 
Our teams work hard, and we never want burnout to happen! So we are here to create a balanced environment. Just make sure you provide enough notification to your team members, so we can balance the workload of your fellow teammates, while you are away! 

As a member of the NYP HQ Team, you will receive 2 weeks of approved paid vacation (80 hours) and 1 week of paid personal days (40 hours) annually. In addition, we acknowledge 5 paid holidays. 

Tuition Assistance 📚
We love to keep knowledge at top of our minds, and want our employees to be empowered to learn! So we offer a quarterly stipend that can be used towards Continuing Education 

• $500 per quarter, up to $2,000/year. Can be used for internal Continuing Education opportunities only. You have 24 months post accrual to use this reward.

Medical and 401k 🏥
NYP will payout what would be an equivalent of up to 50% contribution directly into the paychecks of employees who are eligible and choose to enroll in medical, dental, and vision benefits with NYP. As well as an option to
Free Membership⚡
Our workouts are amazing and we want you to be a part of the community at NYP. Which means taking classes! As an NYP team member, you will Unlimited complimentary NYP classes/month & 8 NYP guest passes/month (get to work out with friends!

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