Manager, Customer Support

About the Role

Bettercomp is looking for a hands-on, technically strong Manager, Customer Support to lead our Customer Support team. This team 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, including clear tiering and escalation paths, strong coaching, and Bettercomp's first AI-assisted support layer. You'll also take ownership of high-visibility areas like our Help Center and in-product guidance, which are core to the customer experience. 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.

Responsibilities

• Lead and grow the team:
  • Build a skill-tier system with documented escalation paths to ensure issues reach the right person quickly and consistently.
  • Own coaching, development, and performance management, with regular 1:1s and clear growth paths.
  • Design onboarding, assessments, and training to build deep product expertise across the team.
• Run a great support operation:
  • Own Support's SLAs, ticket quality, and customer satisfaction outcomes, with service tiers matched to ticket complexity.
  • Define a repeatable model for high-touch engagements, including clear start and finish processes.
  • Make Support's performance data (response time, backlog, CSAT) visible and useful to CS leadership.
  • Maintain and update the Help Center and in-product guidance.
  • Evolve the team's internal AI-assisted search function as needs grow.
• Drive automation and cross-functional partnership:
  • Lead the development of Bettercomp's AI-assisted support triage and first-response layer.
  • Partner with CS teams (Implementation and Success) and cross-functionally with Data Operations, Product, and Engineering for smooth escalations.
  • Bring Support's perspective into company-wide data and process decisions affecting the customer experience.

Requirements

• 5+ years in customer support, technical support, or service delivery in B2B SaaS, with 2+ years directly managing a team.
• Strong technical foundation: comfort with data pipelines, integrations, or platform troubleshooting.
• Track record of building support structures (tiering, escalation, QA) and leading teams through change.
• Experience shipping AI-assisted or automated support tooling.
• Comfort owning customer-facing content (Help Center, in-product guidance).
• Working knowledge of ticketing platforms (e.g., Zendesk) and a data-driven approach to SLAs and quality.
• Strong written and verbal communication skills across all levels (direct reports, peers, leadership).

Qualifications

• HR tech, compensation, or other data-rich B2B SaaS background is a plus.
• Familiarity with building or maintaining AI/Claude-based tools is advantageous.

Why You’ll Love It

Bettercomp is transforming how companies approach compensation, delivering modern, data-driven solutions to 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 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. Join a forward-thinking team that values bold ideas, empowers ownership, and supports career growth. Collaborate with innovative, driven minds to tackle compensation’s toughest challenges and shape the future of HRTech.

Benefits

• Fully remote position (U.S.-based)
• Competitive compensation package:
  • Base salary range: $104,000 — $124,000 (annually, based on experience and location)
  • Equity
• Flexible PTO and generous company holidays
• Comprehensive health, dental, and vision insurance
• 401(k) with company match

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States.