Customer Care Manager

About Bound

We believe an athletic director's job is one of the most critical in a community: to shape the lives and experiences of student-athletes. But as we listened, we learned that with dwindling budgets and growing responsibilities, they’ve had no choice but to spend more time managing logistics than leading their teams and programs. After countless conversations, we gained a deep understanding of their challenges, from handling transactions to managing schedules and tracking results.

This insight was the catalyst for Bound. We created an all-in-one platform to give ADs back their time. With our OneSchedule Technology at its core, our platform integrates essential tools like Activity Registration, Tickets and Passes, and 20+ additional solutions. Today, Bound empowers schools across the country to manage every aspect of their athletics and activities, all within a single, unified solution.

We're not just a software company; we are a team made up of former athletic directors, administrators, coaches, parents, and fans. We all share one core belief: in the power of youth sports and activities to positively impact communities and the people who live in them.

About the Role

Bound is hiring a Customer Care Manager to lead and grow our Customer Support and Data Support teams. This role brings management of both teams together under a single leader within our Customer Experience organization, created to bring structure, coaching, and operational rigor to how we support the schools, conferences, and administrators who rely on Bound every day. You'll manage the team's day-to-day work — scheduling and shift coverage, workload distribution, and hands-on coaching — while partnering closely with the Director of Customer Experience on process and team development. Success in this role looks like a team that consistently delivers timely, high-quality support and on-time data request delivery, customers who feel heard and taken care of, and a support organization that scales smoothly as Bound grows.

Key Responsibilities

• Manage and coach a team of Customer Support and Data Support representatives, providing regular 1:1s, feedback, and performance reviews
• Own team scheduling, shift coverage, and workload balancing across support and data work, so the team can flex fluidly between both as demand shifts
• Monitor team performance against key support metrics (response time, resolution time, CSAT, ticket volume) and drive continuous improvement
• Serve as an escalation point for complex or high-priority customer issues, ensuring timely and effective resolution
• Rethink and rebuild support and data-delivery processes, replacing manual or inconsistent work with creative, scalable solutions, and documenting them (SOPs, macros, knowledge base articles) so the whole team can run them
• Assist with onboarding and training of new team members on Bound's product, tools, and customer service standards
• Coach team members on soft skills — tone, empathy, de-escalation, and clear communication — to elevate the customer experience
• Partner with Product and Engineering to surface recurring issues, bugs, and feature requests from customer feedback
• Collaborate with the Director of Customer Experience on team structure, staffing needs, and long-term support strategy
• Analyze support and data trends to identify opportunities for process improvement or self-service resources
• Ensure data support requests are handled accurately and within SLA, partnering with relevant teams as needed
• Oversee project and request tracking for the data team, maintaining visibility into status, capacity, and deadlines, and flagging at-risk work early
• Foster a positive, accountable team culture that reflects Bound's core values

Required Qualifications

• 3–5+ years of experience in a customer support, customer service, or customer experience role, with at least 1–2 years in a people management or team lead capacity
• Proven experience coaching and developing customer-facing team members on soft skills and service quality
• Experience managing shift scheduling and workload distribution for a support team
• Strong organizational and project management skills, with experience tracking requests or projects against deadlines and juggling multiple priorities
• Comfort working with support/helpdesk tools (e.g., Zendesk, Intercom, Freshdesk) and reporting on team metrics
• Excellent written and verbal communication skills
• Data-driven mindset with the ability to interpret support metrics and translate them into action
• A track record of creating or redesigning processes, not just following them, with specific examples of what you changed and the result

Preferred Qualifications (Nice to Have)

• Experience in EdTech, SaaS, or youth sports/athletics administration
• Has built or scaled a support team in a growing organization, including hiring, training, and creating the processes, tooling, and documentation it needs to run well
• Thrives in ambiguity and stays comfortable adjusting on the fly as priorities, tools, and processes shift at a fast-growing startup

Who You Are

• A natural coach and mentor who genuinely enjoys developing people
• Calm under pressure and skilled at de-escalating tense customer situations
• Highly organized, with a knack for balancing people management and operational detail
• A clear, empathetic communicator who builds trust with both customers and teammates
• Someone who embodies Bound's core values and leads by example
• Someone who will help us reimagine how support works at Bound, not just run it

Work Hours & Flexibility

Bound does not operate on a traditional “routine” workweek. When work needs to be done, we collaborate to get it done — whether that’s in the morning, afternoon, evening, or occasionally on weekends.

At the same time, Bound supports flexibility for personal needs, family events, appointments, and time to recharge. Employees are trusted to manage their schedules while meeting deadlines and delivering high‑quality work.

Work Location

Bound supports in-office, remote and hybrid work. Some roles may require on‑site presence depending on team needs and responsibilities. Location expectations for this role: Ames, IA Office / Hybrid

Why Join Bound?

Bound Core Values:

• Moments Matter – We work for moment creators.
• Hands On. Hands In. – We live these problems and live to solve them.
• You Are Unusual – Everyone was given remarkable gifts. We want to see those in action.
• We Figure It Out – We don’t dwell on a problem or issue, we work together and figure it out.
• Learn It Alls – We are learn it alls, not know it alls

Benefits:

• Flexible work hours
• Flexible time off / PTO as needed
• 11 Holidays annually
• Retirement savings - up to 3% match
• Medical, dental and vision with employer contribution

Bound is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, age, disability, or any other protected status.  Bound is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need an accommodation during the application or interview process, please contact us.