Customer Support Manager

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Lead and develop a segment of the Customer Support frontline team.

• Manage daily queue health, SLA performance, escalations, and coaching throughout the platform.

• Establish and drive SLA and productivity goals utilizing support metrics.

• Act as the escalation point and QA authority for intricate payroll, tax, and benefits enrollment cases.

• Contribute to hiring, onboarding, and nurturing individual contributors in support.

• Develop or enhance specialization and escalation pathways as the team expands.

• Mentor team members, provide direct feedback, and assist in their career progression.

• Personally handle customer cases during periods of high volume or urgency.

• Set up and optimize help desk/ticketing platform queues, routing, macros, and reporting functionalities.

• Create coaching and training frameworks for the team.

• Establish clear standards and ensure accountability while maintaining morale and customer satisfaction.

⛳️ Requirements

• Over 4 years of experience in customer support/success.

• At least 2 years in a management role within a support team at a payroll, HR tech, construction software, or accounting software company.

• Knowledge of payroll encompassing certified payroll, prevailing wage, union fringes, and multi-state field crews, or a proven ability to acquire that knowledge swiftly.

• Demonstrated success in achieving and enhancing SLA and productivity targets for a queue-driven team.

• Experience in hiring, onboarding, and developing support individual contributors.

• Background in building or optimizing specialization and escalation pathways.

• Comfortable working in a fast-paced, ticket- or queue-driven environment.

• Proficient in configuring help desk/ticketing platforms such as Pylon, Zendesk, Intercom, or Front.

• Capability to build and interpret SLA, CSAT, cases per day, and backlog metrics.

• Strong understanding of the payroll, tax, and benefits sectors.

• Ability to quickly adapt to a complex SaaS product.

• Experience in developing coaching and training frameworks.

• Comfortable using AI tools and workflows.

• Possess a player-coach mentality.

• Demonstrate high ownership under pressure.

• Ability to set clear expectations and enforce SLAs without compromising team morale.

• Empathetic, service-oriented approach with an interest in the construction industry.

• Familiarity with construction or accounting software such as Sage, Intacct, Procore, Viewpoint, or Foundation is a plus.

• Legally authorized to work in the United States.

🏝️ Benefits

• Competitive salary, commission, and equity packages.

• Comprehensive medical, dental, FSA, and vision plans.

• Company-matched 401(k) contributions.

• Flexible PTO.

• Generous 16-week paid parental leave for all parents, including adoptive and foster parents.

• Annual educational allowance for external professional development.

• Snacks, coffee, lunch, and commuter benefits for in-office employees.

• Company-wide and team-specific off-site events.

• Company-reimbursed relocation to San Francisco or New York City may be offered for remote employees.