Manager, Customer Support
Core
Building a customer support function from the ground up, defining strategy, operationalizing systems, and running day-to-day operations for a SaaS platform.
Role type
Manager, Customer Support (Builder)
Builds
Scalable customer support program, tooling, SLAs, playbooks, and dashboards for a real estate investment platform.
Domain
SaaS / Commercial Real Estate Technology
Required skills
Customer support strategy, operational model design, team hiring and management, support tooling implementation, SLA and metric definition, cross-functional partnership, data-driven decision-making, ambiguity management
Preferred skills
0-to-1 program building, commercial real estate industry experience, SQL, Salesforce, Asana, Gong, AI tools
Technologies
Zendesk, Intercom, Freshdesk, Knowledge base platforms, Excel, Google Sheets
Responsibilities
Define support strategy and operating model; implement support platform and SLAs; personally triage and resolve tickets; hire, coach, and scale the support team; partner with Product and Engineering to reduce ticket volume; create operating rhythms and documentation
Seniority
Manager, hands-on IC with people leadership