Head of Customer Support - Build & Scale from Day 1

Dealpath; New York (NY); Hybrid; USD 140,000 - 170,000; Full time

Benefits offered by this job

Equity grant

401k plan

Medical, vision, & dental

Flexible vacation plan

Health & wellness stipend

Hybrid work policy

Fully-stocked kitchen

Commuter reimbursement

Job summary

Dealpath is hiring a Manager, Customer Support to build our Customer Support function from the ground up—defining strategy, standing up the program, and running day-to-day operations.

You will design systems, processes, and metrics that turn support into a scalable, measurable, and excellent customer experience. This builder role requires customer obsession, operational rigor, and the ability to create structure where none exists.

Qualifications

• Bachelor’s degree or higher.
• Experience building or maturing a support function from the ground up.
• 5–8 years of experience in customer support, technical support, or customer operations at a SaaS/tech company.

Responsibilities

• Design and implement the customer support function from zero to scale.
• Define channels, coverage model, ticket taxonomy, prioritization, and SLAs.
• Triage and resolve day-to-day tickets while building tooling and playbooks.
• Hire, coach, and scale the support team as volume grows.
• Collaborate with Product, Engineering, and Customer Success to improve product and processes.
• Create knowledge base, help center, and self-service deflection.

Skills

Communication skills

Leadership

Data-driven

Hiring & coaching

Cross-functional collaboration

Excel/Sheets

Education

Bachelor’s degree or higher

Tools

Zendesk

Intercom

Freshdesk

Salesforce

Asana

Gong

SQL

Job description

Dealpath is hiring a Manager, Customer Support to build our Customer Support function from the ground up—defining strategy, standing up the program, and running day-to-day operations.

You will design systems, processes, and metrics that turn support into a scalable, measurable, and excellent customer experience. This builder role requires customer obsession, operational rigor, and the ability to create structure where none exists.