Manager of Customer Support

Join Dealpath as the Manager of Customer Support, where you will build and operationalize the customer support function from the ground up. You will define the strategy, establish systems and processes, and run day-to-day operations. This is a hands-on role for someone who is customer-obsessed and energized by creating structure. You will also hire and coach the support team as volume grows.

Construire et diriger la fonction de support client de l'entreprise, en définissant la stratégie, en mettant en place le programme et en gérant les opérations quotidiennes.

Responsibilities

• Concevoir et opérationnaliser les systèmes, processus et métriques qui transforment le support en une expérience client évolutive, mesurable et constamment excellente.
• Gérer les opérations de support au jour le jour, en triant et en résolvant personnellement les demandes des clients tout en construisant l'équipe pour gérer le volume croissant.
• Demonstrated experience building or significantly maturing a support function—standing up tooling, defining SLAs, and creating repeatable processes where little existed before
• Strong written and verbal communication skills, including comfort communicating with customers and presenting to senior executive audiences

Requirements

Bachelor's degree or higher

• Ability to effectively partner and collaborate with technical and non-technical colleagues
• 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
• Hands-on comfort personally resolving customer issues while also building the program around them
• Close attention to detail and accuracy; strong proficiency in Excel / Google Sheets and data-driven decision-making
• Experience implementing and administering support tooling (e.g., Zendesk, Intercom, Freshdesk, or similar) and knowledge base/help center platforms
• 3+ years of people management experience, including hiring, developing, and leading a support team
• Demonstrated ability to manage ambiguity, problem-solve, and drive outcomes in a fast-paced, early-stage environment
• Experience building and scaling a customer support program from 0 to 1
• Experience servicing commercial real estate firms, asset managers, private equity, private credit, or investment managers; commercial real estate background
• Familiarity with SQL, Salesforce, Asana, Gong, and AI tools, including AI-assisted support and deflection

Pay

USD 109,800 - 133,200