Manager, Customer Support

Manager, Customer Support

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.

• 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).

• Evaluate, select, and implement a modern support platform (e.g., ticketing, help desk, knowledge base, and reporting), migrating off the current  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.

• 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.

• 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.

• 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.

• Bachelor's degree or higher.
• 5–8 years of experience in customer support, technical support, or customer operations at a SaaS or technology company, including experience owning support processes and metrics.
• 3+ years of people management experience, including hiring, developing, and leading a support team
• Demonstrated experience building or significantly maturing a support function—standing up tooling, defining SLAs, and creating repeatable processes where little existed before.
• Hands-on comfort personally resolving customer issues while also building the program around them.
• Experience implementing and administering support tooling (e.g., Zendesk, Intercom, Freshdesk, or similar) and…