Remote Customer Support Leader, AI & Escalations

BetterComp; United States; Remote; USD 104,000 - 124,000; Full time

Benefits offered by this job

Fully remote (US-based)

Job summary

Bettercomp is seeking a hands-on Manager, Customer Support to lead our support team delivering responsive, high‑quality help on product questions, access, and issues. You’ll build scalable structure with clear escalation paths and coach the team, while guiding our AI‑assisted support layer, Help Center, and in‑product guidance.

You’ll partner with the VP of Customer Success, Product & Engineering, and Data Operations to improve customer experience, own SLAs and CSAT, and drive cross‑functional

Qualifications

• 5+ years in customer support, technical support, or service delivery in B2B SaaS.
• 2+ years directly managing a team.
• Experience shipping AI-assisted or automated support tooling.
• Familiarity with ticketing platforms and data-driven SLAs.

Responsibilities

• Lead and grow the Customer Support team with coaching and career paths.
• Own Support's SLAs, ticket quality, and CSAT outcomes.
• Design onboarding and training to build product expertise.
• Build AI-assisted triage and first-response layer.
• Partner across functions to ensure clear customer outcomes.

Skills

Team leadership

Communication

Cross-functional

Analytics mindset

AI tooling familiarity

Tools

Zendesk

Job description

Bettercomp is seeking a hands-on Manager, Customer Support to lead our support team delivering responsive, high‑quality help on product questions, access, and issues. You’ll build scalable structure with clear escalation paths and coach the team, while guiding our AI‑assisted support layer, Help Center, and in‑product guidance.

You’ll partner with the VP of Customer Success, Product & Engineering, and Data Operations to improve customer experience, own SLAs and CSAT, and drive cross‑functional