Customer Support Manager

Customer Support Manager

New York City, NY | Hybrid (3 days/week in office) | Full-Time

Curb Waste is a venture-backed, early-stage vertical SaaS company on a mission to modernize the waste and recycling industry. Our customers are hard-working, no-frills operators running complex businesses with limited tools. We're here to change that.

With $50M raised and the backing of top-tier investors, we serve over 150 customers who rely on Curb Waste's all-in-one solution to power their operations. But we're just getting started. Our ambition is to become the system of record for the waste industry and support the people who keep our cities running.

At Curb Waste, we hold a high bar. We believe in trust, ownership, and a relentless focus on delivering value. We challenge each other to grow every day and live by values that shape how we show up:

• Serve our customers, serve our industry
• Be infinitely curious
• Resourcefulness over resources
• Win as a team, learn as a team
• Do the 1% more

We're building something meaningful, and we're looking for big thinkers and humble warriors to join us.

We're looking for an experienced Customer Support Manager to lead and scale a high-performing support organization that delivers a consistent, white-glove customer experience.

This is a true people manager and operator role. You've built support functions before—you've designed tiered models, written the SOPs, stood up the escalation frameworks, and developed reps into higher-tier contributors. You know how to operate independently, set the strategy, and execute against it without needing leadership in the weeds with you. You're equally comfortable owning a critical escalation personally as you are coaching a rep through their first hard customer call.

Success is measured by the team's ability to deliver fast, high-quality support without requiring direct manager involvement—while continuously improving processes, tooling, and customer outcomes.

• Manage, coach, and develop a team of support representatives through regular 1:1s, performance reviews, and career development planning
• Set clear team goals and KPIs (CSAT, first response time, resolution time, escalation rate) and hold the team accountable
• Build structured onboarding and ongoing training programs that ramp new hires to full readiness within 30 days and continuously deepen product and industry knowledge
• Develop team members into higher-level contributors, measurable through certification rates and reduced escalation volume over time
• Foster a high-performance, customer-first culture grounded in accountability, ownership, and continuous improvement

• Define and implement a tiered support model (Tier 1 / Tier
  2) with clear ownership, responsibilities, and escalation paths
• Build and maintain playbooks and SOPs that enable the team to independently resolve 80%+ of inbound issues at Tier 1
• Establish clear criteria for ticket classification, escalation, and resolution expectations
• Continuously refine workflows to improve efficiency, consistency, and quality

• Set and uphold a white-glove standard for all customer interactions—urgency, clarity, and professionalism
• Own escalations and complex cases, serving as the final point of coordination before involving Head of CX, Product or Engineering
• Establish and enforce a standardized escalation framework including SLAs, communication expectations, and ownership across business hours and after-hours
• Own and manage the out-of-service-hours coverage plan, including rotation design, on-call ownership, escalation paths, and ensuring consistent customer experience outside standard hours
• Partner with customers during critical moments (post go-live issues, billing concerns, operational disruptions) to ensure successful outcomes
• Serve as a front-line point of contact for SMB accounts without a named CXM, partnering with the broader CX team to ensure these customers receive a consistent, high-quality experience
• Stay connected to the customer experience through ticket reviews and trend analysis while minimizing direct ticket…