Overview
Customer Service Support Manager Jobs in United States at Polaris Ads
Title: Customer Service Support Manager
Company: Polaris Ads
Location: United States
About Polaris
Polaris is an early-stage, venture-scale software company building the automated paid ads platform for fitness studios, gyms, and boutique fitness businesses.
Fitness business owners have been stuck between two bad options for too long: trying to run Meta ads themselves, which is time-consuming and technical, or hiring traditional agencies, which are often expensive, slow, opaque, and built around dependency.
Polaris creates the third option.
Our platform does the entire Meta ads workflow for the customer. It researches the studio, analyzes competitors, pulls business data, builds the campaign strategy, writes the ads, prepares the creative, launches campaigns, tracks leads, supports CRM connections, monitors performance, optimizes results, and reports what is happening in plain language. Studio and gym owners turn Polaris on, approve the work, and get lead flow without managing the campaign process themselves.
We are raising capital, moving quickly, and building a high-performance team around customer obsession, ownership, radical transparency, and challenging the status quo.
About the Role
We are hiring a part-time with the opportunity to expand to full-time Customer Support + Onboarding Representative to help new Polaris customers get activated quickly, confidently, and with minimal friction.
This role has two core responsibilities:
- Lead live onboarding calls for new trial users and paid customers.
- Manage support tickets for active users.
You will help customers connect their Meta account, connect their CRM or lead routing workflow, understand the Polaris platform, and feel supported throughout setup and early usage. You do not need to run Meta ad campaigns or be a media buyer. This role is focused on customer onboarding, technical setup support, troubleshooting, and brand-level customer experience.
Full training will be provided.
What You’ll Do
- Run live onboarding calls with new Polaris customers.
- Help customers connect their Meta ad account to Polaris.
- Help customers connect CRM tools, Zapier workflows, booking links, and lead routing systems.
- Walk customers through the Polaris dashboard, setup flow, campaign review process, lead tracking, and reporting.
- Manage day-to-day support tickets for active users.
- Troubleshoot common setup issues related to Meta Business tools, CRM connections, Zapier, Stripe, and internal dashboards.
- Escalate bugs, technical issues, and unusual account problems with clear context.
- Explain technical steps simply to non-technical fitness studio and gym owners.
- Document recurring customer questions, friction points, and support patterns.
- Represent Polaris with clarity, patience, professionalism, and ownership.
Required Qualifications
- Experience in customer support, onboarding, customer success, or a similar customer-facing role.
- Comfortable leading live customer calls.
- Strong written and verbal communication skills.
- Strong working knowledge of Meta Business tools, including business access, ad account access, permissions, Pages, pixels, partner access, and common connection issues.
- Familiarity with Zapier, webhooks, CRM workflows, and lead routing.
- Comfortable troubleshooting setup issues across Meta, Zapier, CRM systems, Stripe, and internal admin tools.
- Highly organized and able to manage multiple customer issues at once.
- Patient, calm, and empathetic with non-technical customers.
- Comfortable working in a fast-moving early-stage startup.
- Strong ownership mindset and willingness to solve problems without needing every step spelled out.
- Excited to help fitness business owners grow through software that removes work from their plate.
Tools You May Use
- Polaris platform
- Slack
- Stripe
- Internal admin dashboard
- Meta Business tools
- Zapier
- Fitness market CRMs
- Customer support system
What You Do Not Need
- You do not need to run Meta ad campaigns.
- You do not need to be a media buyer.
- You do not need to own sales, upsells, or expansion.
- You do not need to build engineering solutions.
Hiring Process
Step 1: Interview with Zach Mills, COO
Focused on role fit, onboarding ability, technical qualifications, support experience, and comfort with Meta Business tools, Zapier, CRM systems, Stripe, Slack, and internal dashboards.
Step 2: Final Interview with Brandon Barbash, CEO
Focused on culture fit, communication style, customer empathy, goals, ownership, and alignment with Polaris’ mission.
Our process is fast, practical, and startup-style.
Compensation and Role Details
- Part-time for first 30-60 days
- Opportunity to Full-Time following assuming overall fit and experience
- Fully remote
- Flexible start date
- $3,000/month for 15-20hrs/wk based on relevant experience
- Full training provided
