Manager, Customer Support

Accountabilities:: Lead, coach, and develop the Customer Support team through regular 1:1s, performance management, structured onboarding, training, and clearly defined growth paths. Build and maintain a skill-tier system with documented escalation paths to ensure issues are routed efficiently and consistently. Own Support SLAs, ticket quality, customer satisfaction, and service standards, aligning support tiers with ticket complexity. Establish repeatable processes for high-touch customer engagements, including clear expectations for successful initiation and resolution. Track and communicate key performance metrics such as response times, backlog, and CSAT, making Support data actionable for Customer Success leadership. Own the Help Center and in-product guidance, translating product updates into clear, organized, customer-facing resources and keeping content current. Maintain and evolve the team's internal AI-assisted search capabilities as support needs develop. Lead the development of an AI-assisted support triage and first-response layer to improve speed, consistency, and scalability. Partner with Implementation, Customer Success, Data Operations, Product, and Engineering to accelerate escalations and ensure consistent customer outcomes. Represent the Support function in company-wide data and process decisions that impact the customer experience. Requirements: 5+ years of experience in customer support, technical support, or service delivery within a B2B SaaS environment, including at least 2 years of direct people management. Strong technical foundation with the ability to work comfortably with data pipelines, integrations, platform troubleshooting, and other technically complex customer issues. Proven experience building scalable support structures, including tiering, escalation processes, quality assurance, and operational standards. Demonstrated ability to guide teams through organizational or process changes with clarity, confidence, and strong communication. Experience implementing or launching AI-assisted or automated customer support tools, with a genuine interest in evolving AI-driven support operations. Experience creating and maintaining customer-facing content such as Help Center documentation and in-product guidance. Working knowledge of ticketing platforms such as Zendesk or equivalent, combined with a data-driven approach to SLAs, quality, and customer satisfaction. Strong written and verbal communication skills, with the ability to work effectively with direct reports, peers, cross-functional partners, and leadership. Experience in HR technology, compensation, or another data-rich B2B SaaS environment is a plus. Familiarity with building or maintaining AI- or Claude-based tools is also a plus. Must be authorized to work in the United States and able to complete required employment eligibility verification. Benefits: Fully remote position based in the United States, offering flexibility to work from home. Annual base salary of $104,000–$124,000, depending on experience and location. Equity opportunity. Flexible paid time off and generous company holidays. Comprehensive health, dental, and vision insurance. 401(k) plan with company match. Opportunity to lead an evolving support organization and shape AI-assisted customer service capabilities. Collaborative, high-growth environment with significant ownership and opportunities for professional development.