Customer Service Manager

Position Overview

The Customer Service Manager is responsible for leading the end-to-end member experience across two Charge CrossFit locations. Reporting to the Chief Executive Officer, this senior role oversees a multi-functional team and ensures consistent, high-quality customer service delivery across all member touchpoints.

The position focuses on developing customer service strategies, managing team performance, and implementing systems that support member acquisition, engagement, and retention as the business continues to grow.

Key Responsibilities:

Customer Service Strategy and Policy

1. Develop, implement, and review customer service policies, programs, and procedures to ensure consistent service delivery across both locations
2. Design and continuously improve member onboarding, engagement, and retention processes
3. Full time Operations Specialties Managers

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