Manager, Customer Support
About the Role
The organization is seeking a full-time Manager, Customer Support to lead and scale the support team, oversee daily operations, and implement AI-driven tooling to enhance customer service delivery. This fully remote position is based in the United States and reports into customer success leadership.
Responsibilities
Build a skill-tier system (L1/L2) with clear, documented escalation paths to ensure customer issues reach the appropriate team member quickly and consistently. Lead coaching, development, and performance management for the support team through a regular cadence of 1:1 meetings and defined growth pathways. Design onboarding programs, ongoing assessments, and training initiatives to cultivate deep product expertise across the entire team. Manage team SLAs, ticket quality, and customer satisfaction outcomes, aligning clear service tiers to ticket complexity. Define a standardized, repeatable engagement model for high-touch customer interactions from start to finish. Monitor and communicate support performance metrics, including response times, ticket backlog, and CSAT, to customer success leadership. Oversee the Help Center and release communications by translating product updates into clear customer-facing content, and keep in-app guidance up to date. Maintain and enhance the team's internal AI-assisted reply-drafting tool as operational needs evolve. Lead the implementation of an AI-assisted support triage and first-response layer to increase response speed and operational consistency. Partner with internal customer success teams (Implementation and Success) as well as Data Operations, Product, and Engineering to expedite escalations and ensure consistent customer outcomes. Represent the support function in cross-functional data and process decisions that impact the customer experience. First 90 Days Success Milestones Establish strong working relationships across the team and define clear role expectations and growth plans for team members. Document and publish a standardized escalation path trusted by the support team and internal customer success partners. Implement a skill-tier framework accompanied by a structured development plan for newer team members. Establish clear ownership for the Help Center, release communications, in-app guidance, and the internal reply-drafting tool. Formulate a concrete roadmap for the AI-assisted first-response layer, shipping or initiating development of its first iteration. Deploy an active support performance dashboard for customer success leadership. Required Qualifications 5+ years of experience in customer support, technical support, or service delivery within a B2B SaaS environment. 2+ years of direct people management experience leading a support team. Strong technical background with experience troubleshooting complex data systems, including data pipelines or integrations. Proven track record of developing support infrastructure, such as tiering frameworks, escalation paths, and QA processes, while guiding a team through operational change. Direct experience shipping AI-assisted or automated support tooling. Demonstrated experience managing customer-facing documentation, including help center articles, release notes, and in-app guidance. Working knowledge of ticketing platforms (Zendesk or equivalent) combined with a data-driven approach to SLA tracking and service quality. Strong written communication skills.
Preferred Qualifications
Background in HR technology, compensation software, or another data-rich B2B SaaS sector. Experience building or maintaining tools based on AI platforms such as Claude.
Compensation and Benefits
Annual base salary range of $104,000 to $124,000, determined by experience and location. Equity compensation. Comprehensive health, dental, and vision insurance. 401(k) retirement plan with organization match. Flexible paid time off and paid company holidays. Work Location and Employment Eligibility This is a full-time, fully remote role open to candidates based in the United States. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States.