Manager of Customer Support

Dealpath; New York (NY); Hybride; USD 140 000 - 170 000; Plein temps

Avantages offerts par ce poste

Equity grant

401k plan

Medical, vision, & dental

Flexible vacation plan

Health & wellness stipend

Hybrid work policy

Fully-stocked kitchen

Commuter reimbursement

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Communication skills

Leadership

Data-driven

Hiring & coaching

Cross-functional collaboration

Excel/Sheets

Formation

Bachelor’s degree or higher

Outils

Zendesk

Intercom

Freshdesk

Salesforce

Asana

Gong

SQL

Description du poste

• Dealpath is hiring a Manager, Customer Support to build our Customer Support function from the ground up—defining the strategy, standing up the program, and running the day-to-day operation
• You will design and operationalize the systems, processes, and metrics that turn support into a scalable, measurable, and consistently excellent customer experience
• This is a builder’s role for someone who is customer-obsessed, operationally rigorous, and energized by creating structure where none exists
• You will start hands-on—triaging and resolving the ~10–20 tickets we receive each day—while simultaneously designing the tooling, SLAs, and playbooks that support scale, and hiring the team to run it as volume grows
• Build the customer support strategy and program
• Define Dealpath’s customer support strategy from a blank slate—support channels, coverage model, ticket taxonomy, prioritization framework, and service-level commitments
• Establish the operating model for support: intake, triage, routing, escalation paths, and resolution ownership across the customer lifecycle
• Create the roadmap to evolve support from a reactive inbox into a proactive, self-service-enabled function (knowledge base, help center, in-app support, and deflection)
• Stand up tooling, processes, and SLAs
• Evaluate, select, and implement a modern support platform (e.g., ticketing, help desk, knowledge base, and reporting), migrating off the current [e-mail] and CSM-email model
• Define and instrument SLAs and success metrics—first response time, resolution time, CSAT, backlog, and reopen rate—and build the dashboards leadership needs to track them
• Author the support playbooks, macros, and documentation that drive fast, consistent, high-quality responses
• Run day-to-day support operations
• Own the queue: personally triage and resolve customer inquiries with speed, accuracy, and empathy while the team is being built
• Manage escalations end-to-end, driving resolution plans and clear communication that protect customer trust
• Monitor volume and trends, identify recurring issues, and feed insights back into Product, Engineering, and the knowledge base to reduce future tickets
• Partner cross-functionally to resolve and prevent issues
• Work closely with Customer Success and Implementation to ensure seamless handoffs and a unified customer experience
• Partner with Product and Engineering to route, prioritize, and resolve product escalations, and to advocate for fixes that reduce customer friction
• Relay customer feedback and support trends to leadership to inform product, process, and prioritization decisions
• Hire, coach, and scale the team
• Build the case for and lead hiring as ticket volume and complexity grow, defining roles, ramp, and enablement for the support team
• Coach and develop support team members, setting clear expectations and building a high-feedback, customer-first culture
• Create the operating rhythms (queue reviews, QA, performance reviews, best-practice sharing) that keep support effective and consistent as it scales

Benefits

• Equity grant
• 401k plan
• Medical, vision, & dental
• Flexible vacation plan
• Health & wellness stipend
• Fully-stocked kitchen
• Commuter reimbursement
• Hybrid work policy

Demonstrated experience building or significantly maturing a support function—standing up tooling, defining SLAs, and creating repeatable processes where little existed beforeStrong written and verbal communication skills, including comfort communicating with customers and presenting to senior executive audiencesBachelor’s degree or higherAbility to effectively partner and collaborate with technical and non-technical colleagues5–8 years of experience in customer support, technical support, or customer operations at a SaaS or technology company, including experience owning support processes and metricsHands-on comfort personally resolving customer issues while also building the program around themClose attention to detail and accuracy; strong proficiency in Excel / Google Sheets and data-driven decision-makingExperience implementing and administering support tooling (e.g., Zendesk, Intercom, Freshdesk, or similar) and knowledge base/help center platforms3+ years of people management experience, including hiring, developing, and leading a support teamDemonstrated ability to manage ambiguity, problem-solve, and drive outcomes in a fast-paced, early-stage environmentExperience building and scaling a customer support program from 0 to 1Experience servicing commercial real estate firms, asset managers, private equity, private credit, or investment managers; commercial real estate backgroundFamiliarity with SQL, Salesforce, Asana, Gong, and AI tools, including AI-assisted support and deflection