Customer Care Manager

Hello YOU! Ready to lead customer interactions and drive success for a global SaaS leader? Perfect Gym is a data‑driven, international SaaS company innovating the fitness industry. We empower fitness businesses worldwide using cutting‑edge technology. As part of the Sport Alliance group, we combine the fast‑paced environment of a tech company with the stability of a major corporation. We are looking for an experienced and analytical Customer Care Manager to lead our support operations.

As a Customer Care Manager, you will be the subject matter expert on the Perfect Gym platform. Your mission is to resolve the most complex technical issues faced by our customers, mentor our support team, and continuously enhance our processes to elevate the customer experience.

• Manage and resolve complex Tier 2 support escalations, including technical issues related to our open API and third‑party integrations.
• Analyze customer inquiry patterns to identify recurring bugs and platform incidents, and propose improvements to product and support documentation.
• Mentor and guide Customer Care Coordinators, serving as an escalation point, product expert, and professional development coach.
• Develop and maintain the support knowledge base, internal processes, and documentation to increase team efficiency.
• Collaborate closely with Customer Success, Product, and Engineering teams to advocate for customer needs and provide insights shaping the product roadmap.

• 3–5 years of experience in a technical customer support or customer care role, ideally within a B2B SaaS environment.
• Strong ability to troubleshoot complex technical issues, including experience with APIs, software integrations, or similar technical ecosystems.
• Excellent analytical skills and the ability to use data to identify trends and drive decisions.
• Perfect written and verbal communication in English, with proven‑building experience.
• Demonstrated experience mentoring or leading junior team members.

• Have experience delivering product training or client onboarding sessions.
• Are proficient with CRM and support tools such as Salesforce or Intercom.
• Understand the fitness or leisure industry from an employee, trainer, or member perspective.

• Benefits package – private medical care and a sports card to support your health and well‑being.
• Flexible working hours – manage your schedule and enjoy a real work‑life balance.
• Flexible work model – work fully remotely or combine it with on‑site collaboration at our modern office in Warsaw.
• Flexible employment options – choose the type of contract that best suits your needs.
• Access to Udemy Business – grow your skills with thousands of high‑quality online courses.
• Unique experience in the Fitness and SaaS industry – join a market‑leading company in a dynamic, fast‑growing field.
• International team – collaborate with talented colleagues from around the world in a diverse and inclusive environment.
• Unforgettable company events – take part in engaging team‑building activities and memorable celebrations.
• No dress code – express your personal style and feel comfortable at work.
• Dog‑friendly office – bring your furry friends to our pet‑friendly Warsaw workspace.