ClassPass is a leading global fitness and wellness marketplace that provides users with access to thousands of different gyms, studios, and spas through a single monthly subscription. Founded in 2013 and acquired by Mindbody in 2021, the company has revolutionized the boutique fitness industry by offering a flexible credit-based system across more than 30 countries. In Spain, ClassPass maintains a significant presence with operations centered in major hubs like Madrid and Barcelona. The company is an attractive destination for international professionals due to its English-speaking work environment and its role as a bridge between the global tech scene and the local Spanish wellness market. Employees often benefit from a culture that prioritizes health and wellness, reflecting the core mission of the platform.

Founded in 2013 by Payal Kadakia as Classtivity, the company rebranded to ClassPass in 2014. It grew rapidly to become a unicorn before being acquired by Mindbody in October 2021.

Sr Manager, Partner Support

ClassPass

Original Advert

At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections.

ClassPass offers thousands of fitness and wellness experiences worldwide, helping people lead active, balanced lifestyles. Our platform makes discovering and enjoying activities simple, personalized, and joyful-whether it's fitness classes, self-care sessions, a healthy lunch, or a new adventure. Join us in shaping healthier, more vibrant communities around the globe.

The Role You'll Play

Lead, coach, and develop a team of support supervisors and agents across internal and outsourced partners
Set clear goals and hold teams accountable to performance outcomes; publicly celebrate success and address gaps transparently
Partner with BPO/outsourced vendor managers to align on expectations, SLAs, and performance standards
Own and drive key support KPIs including CSAT, First Contact Resolution (FCR), Average Handle Time (AHT), Service Level, Chat/Email Response Times, and Quality Scores
Leverage data-driven approaches to identify trends, uncover root causes, and implement continuous improvements
Oversee B2B support delivery across chat, email, and outbound phone channels
Collaborate with CX, Product, and Operations leadership to represent the voice of the B2B customer
Manage enablement and QA
Partner with workforce management to ensure performance KPIs are met

The Experience You'll Bring

5+ years of experience in customer support or customer success operations, with at least 2-3 years in a people management role
Demonstrated experience managing outsourced/BPO support teams and holding vendors accountable to SLAs
Proven track record managing B2B support in a SaaS or technology environment
Experience managing multi-channel support operations (chat, email, outbound phone)
Strong analytical skills, you're comfortable building reports, interpreting data, and making decisions from metrics

Have we piqued your curiosity?

Sound like the role for you? We'd love to hear from you! Even if you're not 100% sure about potential fit, we still encourage you to apply. We're looking for the right person, not the perfect series of checkboxes.

The Company is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.