Customer Care Manager

Description

Founded in 1976, Balanced Body sets the global standard for Pilates excellence, through premium equipment, instructor training and industry-leading resources. We partner with customers in 100+ countries, with world-renowned customer service and a serious commitment to environmentally friendly business practices. Headquartered in Sacramento, California, Balanced Body has been family-owned and operated for 50 years. If you want to work with a company with a passion for changing lives through movement and opportunity, we want to hear from you. Balanced Body Education trains instructors worldwide through teacher-training programs, continuing education courses, workshops, and online learning. Our students range from people just discovering Pilates to experienced movement professionals and physical therapists. We support every one of them from their first inquiry through certification and beyond.

The Customer Care Manager leads the team that supports our education students, instructors, and host studio partners. You will make sure every interaction — a question about prerequisites, a registration issue, a certification exam — is handled with warmth, accuracy, and speed.

You will also own the policies, systems, and processes behind that care, so the student experience keeps getting better as our programs grow.

What you'll do

Team Leadership

• Hire, train, coach, and manage a team of customer care representatives.
• Build schedules that cover global time zones and peak registration periods.
• Set clear performance goals; run regular one-on-ones, quality reviews, and team meetings.
• Build team fluency in our course catalog, certification pathways, prerequisites, and policies so representatives guide students with confidence.
• Develop a world class customer service experience for our customers, students and instructors through the management, support and development of our internal team of customer care and account representative staff.
• Work seamlessly, and communicate clearly, with other internal partners including sales, marketing, production, events, and accounting. 

Student and customer care

• Oversee support across phone, email, chat, and social channels: registration, payments, transfers, cancellations, refunds, and certification questions.
• Personally handle escalated or sensitive cases, such as disputed refunds, accommodation requests, and complaints about a course or instructor.
• Help prospective students choose the right education pathway for their background and goals.
• Develop empathetic, proactive, student care scripts, documents and protocols

Partner and faculty coordination

• Serve as a key contact for host training centers and teachers on course logistics, enrollment, and student issues.
• Partner with educators and program managers to resolve student concerns and relay feedback on course content and delivery.
• Support and oversee the administration of the education product across our world-wide network of Pilates educators.
• Develop empathetic, proactive, partner care scripts, documents and protocols

Operations and process improvement

• Own customer care policies (refunds, transfers, extensions, exam retakes) and keep them clear, fair, and consistently applied.
• Maintain the knowledge base, FAQs, and response templates.
• Track and report key metrics — response time, resolution time, customer satisfaction (CSAT), and ticket volume — and use them to drive improvements.
• Spot recurring issues and work with Education, Marketing, IT, and Finance to fix root causes, such as confusing registration flows or unclear prerequisites.
• Help evaluate and administer support tools, including the CRM, help desk, and learning management system (LMS).
• Support accounting functions such as order discrepancies, monthly close out, and the aging report. 
• Provide leadership support and training for the Customer Care team as aligned with Balanced Body Education's standards of care and the larger Balanced Body industry vision.

Requirements

What you bring

Required

• Business administration or management degree (Associates of higher)
• 7+ years of customer service or customer care experience, including at least 2 to 5 years managing a team.
• Strong written and verbal communication, with a calm, empathetic approach to difficult conversations.
• Hands-on experience with CRM and help desk platforms (e.g., HubSpot, Zendesk, Salesforce, Intercom).
• Ability to analyze service data and turn it into clear action plans.
• Excellent organization and the ability to manage competing priorities during high-volume periods.

Preferred

• Business administration or management degree (Bachelors degree of higher)
• Experience with education, including continuing education and certification programs and/or in the fitness and wellness industry.
• Familiarity with Pilates, movement education, or the fitness professional community a plus.
• Experience with learning management systems and online course delivery.
• Experience supporting an international customer base; additional languages a plus.

What we offer

We offer competitive pay and a benefits package built to support you at work and beyond. 

Full-time team members enjoy:

• Medical, dental and vision coverage
• Life and long-term disability insurance, paid 100% by Balanced Body
• 401(k) plan with a company match·
• Education reimbursement to help you keep learning and growing·
• Paid time off and paid holidays

Equal Opportunity Employer

Balanced Body is an equal opportunity employer, and we're committed to building a diverse team where everyone belongs. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.