Senior Manager of Customer Support

About the role

This is an opportunity to build something significant, not just maintain it. The role is for an individual who identifies friction, questions its existence, and addresses it at its root. The successful candidate will lead the support organization while redesigning the systems, processes, tooling, and operating rhythms that contribute to an exceptional customer experience.

Key Responsibilities

• Build the Support Organization
• Design and continuously improve the operational framework for Support.
• Create scalable processes, playbooks, quality standards, and operating rhythms.
• Create systems that ensure consistent, high-quality customer experiences.
• Identify and eliminate operational bottlenecks.
• Build an organization capable of scaling with company growth.
• Lead the Team
• Lead, coach, and develop a high-performing technical support team.
• Foster a culture of ownership, accountability, customer empathy, and continuous improvement.
• Set clear expectations and provide consistent coaching and feedback.
• Recruit, develop, and retain exceptional talent.
• Deliver Operational Excellence
• Oversee the day-to-day performance of the support organization.
• Define, monitor, and enhance key operational metrics, including response times, resolution quality, customer satisfaction, backlog health, and productivity.
• Ensure customers receive proactive, timely communication throughout the lifecycle of every issue.
• Drive operational consistency through documentation, quality assurance, and continuous process improvement.
• Improve the Customer Experience
• Design support experiences that minimize customer effort and build trust.
• Develop clear escalation frameworks that provide predictable outcomes in complex situations.
• Transform recurring issues into permanent improvements rather than ongoing firefighting.
• Continuously identify opportunities to make support faster, easier, and more proactive.
• Drive Cross-Functional Improvement
• Collaborate closely with Product, Engineering, Customer Success, Professional Services, and Operations.
• Surface customer trends and product insights through support data.
• Enhance cross-functional workflows, handoffs, and communication.
• Advocate for customer needs while balancing business priorities.
• Lead Vendor Operations
• Manage the performance of the outsourced support partner.
• Define quality standards, workflows, training, reporting, and operational expectations.
• Hold partners accountable through measurable outcomes and continuous improvement.
• Build a seamless experience between internal and external support teams.
• Build with AI
• Identify opportunities to automate repetitive tasks across the support organization.
• Leverage AI to enhance team productivity, customer experience, reporting, and operational efficiency.
• Champion thoughtful AI adoption across the team.
• Stay current on emerging tools and continuously improve work processes.

Who You Are

You naturally take ownership. When something is broken, your instinct is to fix it. You don't wait to be told what needs attention—you notice it, investigate it, and improve it. You enjoy building systems just as much as solving problems. You're comfortable making decisions with imperfect information and moving quickly while maintaining high standards. You balance customer empathy with operational discipline. You care about developing people, building scalable processes, and creating lasting improvements—not just putting out today's fires.

Required Qualifications

• 5+ years of experience leading Support, Customer Operations, Customer Experience, or Service Operations teams.
• Demonstrated experience improving, transforming, or scaling a support organization.
• Experience building processes, operating models, playbooks, or quality programs from the ground up.
• Strong leadership experience with a track record of developing high-performing teams.
• Exceptional written and verbal communication skills.
• Strong analytical skills with the ability to translate operational data into actionable improvements.
• Experience managing outsourced support vendors or BPO relationships.
• Experience with Zendesk, Jira, Gainsight, Intercom, or similar customer operations platforms.
• Hands-on experience using AI tools to improve productivity, workflows, reporting, or customer operations.

What We're Looking For

You'll Thrive Here If...

• You get excited by fixing broken systems instead of working around them.
• You naturally ask "Why does this keep happening?" instead of simply solving today's problem.
• You have a high level of initiative and don't wait for someone else to tell you what needs to happen.
• You enjoy building structure in environments that are evolving quickly.
• You hold yourself and your team to a high standard while remaining collaborative and humble.
• You're energized by ambiguity and transformation rather than intimidated by it.
• You believe the best leaders build teams that consistently solve problems.
• You're constantly looking for ways to improve the customer experience, even when no one asks you to.
• You leave every team, process, and organization better than you found it.

Why Join Us?

This isn't a maintenance role. It's an opportunity to build. You'll have the autonomy to shape the future of Support, influence company-wide customer experience, partner directly with executive leadership, and leave a lasting impact on how customers experience the business every day. If you're looking for a role where your ideas become reality—not just another management position—this is the place.

What We Offer

• Work from anywhere supported by a flexible company culture.
• Opportunity to work for a rapidly growing technology company in the PropTech industry.
• Unlimited vacation time.
• Generous paid parental leave.
• Competitive and equitable pay.
• Monthly stipends to support Wellness and Home Office expenses.