Manager, Customer Support

About the role

Our Customer Support team is the front line for every payroll, benefits, and tax question our customers run into, and we're looking for a Manager, Customer Support to lead and grow a subset of that team: owning queue health, SLA performance, escalations, and coaching across our entire platform.

Responsibilities

• Lead and grow a subset of the Customer Support frontline team, owning day-to-day queue health, SLA performance, escalations, and coaching across our entire platform.
• Set and drive SLA and productivity targets for your team, using support metrics (SLA, CSAT, cases/day, backlog) to spot problems early and act on them.
• Serve as the escalation point and QA authority for complex payroll, tax, and benefits-enrollment cases, ensuring the team's toughest tickets get resolved accurately and fast.
• Assist in hiring, onboarding, and developing support ICs — building or refining specialization and escalation paths as the team scales.
• Coach with a player-coach mindset: lead by example, give direct feedback, and grow people toward the next level, while personally working customer cases when volume or urgency demands it.
• Configure and optimize our help desk/ticketing platform — queues, routing, macros, and reporting — to keep the team efficient as ticket volume grows.
• Ramp quickly on our product and build the coaching/training frameworks that help your team do the same.
• Set clear standards and hold your team accountable to SLAs, without sacrificing team morale or the customer experience.

Requirements

• 4+ years in customer support/success, including 2+ years managing a support team at a payroll, HR tech, construction software, or accounting software company.
• Enough payroll depth to hold your own on construction-specific complexity — certified payroll, prevailing wage, union fringes, and multi-state field crews — or a demonstrated ability to get there fast.
• A track record of hitting and improving SLA and productivity targets for a queue-driven team.
• Experience hiring, onboarding, and developing support ICs; building or refining specialization/escalation paths.
• Comfort operating in a fast-paced, ticket- or queue-driven environment.
• Fluency in help desk/ticketing platforms (Pylon, Zendesk, Intercom, Front) — configuring queues, routing, macros, and reporting, not just using them.
• Comfort building and reading support metrics (SLA, CSAT, cases/day, backlog) and acting on them.
• A strong enough grasp of the payroll/tax/benefits domain to be the team's escalation point and QA complex cases.
• Ability to ramp quickly on a complex SaaS product, and experience building coaching/training frameworks for a team.
• Comfort utilizing AI tools and workflows.
• A player-coach mindset — leading by example, giving direct feedback, and growing people toward the next level, while being willing to work customer cases directly when volume or urgency demands it.
• High ownership under pressure