Manager, Customer Support

Bettercomp is looking for a hands-on, technically strong Manager, Customer Support to lead our Customer Support team, the group that delivers responsive, high-quality support across product questions, access, and issue resolution for our customers. You'll build the structure that lets this team scale: clear tiering and escalation paths, strong coaching, and Bettercomp's first AI‑assisted support layer. You'll also take the reins on a few high‑visibility areas: our Help Center, and in‑product guidance, that are core to how customers experience Bettercomp.

You'll partner closely with the VP of Customer Success, Data Operations, and Product & Engineering to make Support a genuine strength of the customer experience.

Lead and grow the team

• Build a skill‑tier system with clean, documented escalation paths, so the right issue reaches the right person quickly and consistently.
• Own coaching, development, and performance management for the Support team, with a steady cadence of 1:1s and clear growth paths.
• Design onboarding and ongoing assessment and training so the whole team builds deep product expertise.
• Own Support's SLAs, ticket quality, and customer satisfaction outcomes, with clear service tiers matched to ticket complexity.
• Define a clean, repeatable model for high‑touch engagements, including what a great start and finish look like.
• Make Support's performance data (response time, backlog, CSAT) visible and useful to CS leadership on an ongoing basis.
• Own our Help Center, turning product updates into clear, well‑organized customer‑facing content, and keep our in‑product guidance current.
• Maintain the team's internal AI‑assisted search function, evolving it as the team's needs grow.

Drive automation and cross‑functional partnership

• Lead the build of Bettercomp's AI‑assisted support triage and first‑response layer, a flagship opportunity to raise the bar on speed and consistency as we scale.
• Partner with in‑function CS teams (Implementation and Success) and cross‑functionally with Data Operations, Product, and Engineering so escalations move quickly and customers get consistent, well‑communicated outcomes.
• Bring Support's perspective into company‑wide data and process decisions that affect the customer experience.

• 5+ years in customer support, technical support, or service delivery in B2B SaaS, with 2+ years directly managing a team.
• A strong technical foundation: comfort with data pipelines, integrations, or platform troubleshooting, since our product involves real data complexity.
• A track record of building support structures inclusive of tiering, escalation design, and QA, and of bringing a team along through change with confidence and clarity.
• Experience shipping AI‑assisted or automated support tooling; this is a flagship priority for the role.
• Comfort owning customer‑facing content: help center articles, and in‑product guidance.
• Working knowledge of a ticketing platform (Zendesk or equivalent) and a data‑driven approach to SLAs and quality.
• Strong communication skills: written and verbal and across direct reports, peers and leadership.
• HR tech, compensation, or another data‑rich B2B SaaS background is a plus, as is familiarity building or maintaining AI/Claude‑based tools.

Bettercomp is transforming the way companies approach compensation, delivering modern, data‑driven solutions that help organizations streamline pay practices, ensure fairness, and stay competitive. With a growing roster of enterprise clients, including many of the world’s largest companies, we’re redefining how compensation teams work.

As a fast‑moving startup, we thrive on building what doesn’t yet exist—solving complex problems with creativity, agility, and a bias for action. At…