Associate Manager, Customer Service

How you’ll be impactful:

As the Associate Manager, Customer Service at Ingenio, you’ll serve as a player-coach for the team supporting our U.S.-based brands—including Keen, Simple Habit, and Astrology.com. You’ll be the driving force behind delivering consistently excellent customer support experiences, while also fostering a motivating and rewarding work environment for our agents. As a member of the Marketplace Success leadership team, you’ll champion the voice of the customer, ensuring feedback is heard, insights are shared cross-functionally, and service continues to evolve to meet customer needs. Your leadership will directly shape how we deliver care—with speed, empathy, and quality—at scale.

This is an hourly role, and requires working Monday through Friday, 7:30 a.m. to 4 p.m. Pacific time.

(This is a remote role; however, if you are located in the San Francisco Bay Area, you will be expected to work from our San Francisco office two days per week — Tuesdays and Wednesdays. This hybrid schedule helps us foster collaboration while maintaining flexibility for our local team members.)

What you’ll be doing:

• Monitoring and managing queues for live calls and asynchronous messages to ensure fast response times, updating staffing assignments based on coverage and business needs.
• Acting as the main point of contact for our domestic customer support BPO, including training new hires and leading recurring agent and leadership meetings.
• Supervising escalated customer cases to ensure resolution, including personally responding to unsatisfied customers on a daily basis.
• Providing real-time support to agents via Slack channels, including answering individual questions and sharing larger updates with the whole team.
• Conducting quality assurance assessments for agents and following up with individualized feedback or team-wide training as needed.
• Assisting with reporting and systems administration within Zendesk including basic agent productivity metrics, case reason trends, triggers, and self-service tools.
• Representing Marketplace Success in cross functional teams and meetings, acting as the voice of our agents and customers, and bringing back the knowledge you’ve gained to share out with the team, including product, marketing, and technical changes.

What you’ll need to be successful:

• 2+ years of leadership experience in a high-volume call center, e-commerce, or other ticket-based customer service setting.
• Prior experience supervising a customer support BPO preferred.
• Prior experience with Zendesk including basic admin and reporting functions preferred.
• A humble, team-first mindset and willingness to jump into frontline tasks at a moment’s notice when needed.
• Excellent time management, organization, and prioritization skills—you can balance customer interactions, internal communication, and project work with confidence.
• A strong sense of urgency and ownership of service levels—especially following up on escalations and delivering on fast response expectations for VIPs.
• A clear and proactive communication style, someone who “closes the loop” and ensures alignment across teams.
• Passion for coaching and motivating others; comfortable giving real-time feedback and helping agents improve through regular 1:1 coaching, shadowing, and QA.
• Tech savvy and ability to quickly develop proficiency in Tableau, Google Workspace, and internal data systems.
• Comfort navigating ambiguous situations, weighing risks and rewards, and escalating appropriately when needed.
• Enthusiasm for continuous improvement, a love for knowledge-sharing, and genuine care for both the customer and the agent experience.
• A strong sense of accountability, ownership, and preparedness for meetings and collaborative work, ensuring your time (and others) is used effectively.

Perks & Benefits:

• Friendly, talented, collaborative and entrepreneurial team
• Premium medical, dental, and vision insurance
• Generous holiday and PTO policies (including Birthday PTO!)
• Summer Fridays
• 401k matching program
• Lunch
• Technology stipends
• Wellness allowance
• Training and development opportunities and allowance
• Fun and inclusive digital, and (in the future) in-person events
• Employee groups -  global culture committee, fun committee, wellness group and more

Pay Transparency:

The US base salary range for this full-time position is $55,000-$95,000. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.