About the roleBettercomp is looking for a hands-on, technically strong
Manager, Customer Support to lead our Customer Support team - the group that 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: clear tiering and escalation paths, strong coaching, and Bettercomp's first AI-assisted support layer. You'll also take the reins on a few high-visibility areas - our Help Center, release communications, and in-app guidance - that are core to how customers experience Bettercomp. 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.
What you'll do: Lead and grow the team- Build a skill-tier system (L1/L2) with clean, documented escalation paths, so the right issue reaches the right person quickly and consistently.
- Own coaching, development, and performance management for the Support team, with a steady cadence of 1:1s and clear growth paths.
- Design onboarding and ongoing assessment and training so the whole team builds deep product expertise, not just a few go-to specialists.
Run a great support operation- Own Support's SLAs, ticket quality, and customer satisfaction outcomes, with clear service tiers matched to ticket complexity.
- Define a clean, repeatable model for high-touch engagements, including what a great start and finish look like.
- Make Support's performance data (response time, backlog, CSAT) visible and useful to CS leadership on an ongoing basis.
- Own our Help Center and release communications - turning product updates into clear, well-organized customer-facing content - and keep our in-app guidance current.
- Maintain the team's internal AI-assisted reply-drafting tool, evolving it as the team's needs grow.
Drive automation and cross-functional partnership- Lead the build of Bettercomp's first AI-assisted support triage and first-response layer - a flagship opportunity to raise the bar on speed and consistency as we scale.
- Partner with in-function CS teams (Implementation and Success) and cross-functionally with Data Operations, Product, and Engineering so escalations move quickly and customers get consistent, well-communicated outcomes.
- Bring Support's perspective into company-wide data and process decisions that affect the customer experience.
What you bring: - 5+ years in customer support, technical support, or service delivery in B2B SaaS, with 2+ years directly managing a team.
- A strong technical foundation - comfort with data pipelines, integrations, or platform troubleshooting, since our product involves real data complexity.
- A track record of building support structure - tiering, escalation design, QA - and of bringing a team along through change with confidence and clarity.
- Experience shipping AI-assisted or automated support tooling; this is a flagship priority for the role.
- Comfort owning customer-facing content - help center articles, release notes, in-app guidance.
- Working knowledge of a ticketing platform (Zendesk or equivalent) and a data-driven approach to SLAs and quality.
- Strong written communication.
- HR tech, compensation, or another data-rich B2B SaaS background is a plus, as is familiarity building or maintaining AI/Claude-based tools.
First 90 days - what success looks like:- Strong working relationships established across the team, anchored by a clear plan with Joe on his role and growth path going forward.
- A documented, published escalation path the whole team (and in-function CS partners) knows and trusts.
- A skill-tier framework in place with a clear plan to develop the team's newer members.
- Clear ownership established for Help Center, release communications, in-app guidance, and the team's reply-drafting tool.
- A concrete plan for an AI-assisted first-response layer, with a first version shipped or in motion.
- Support's performance dashboard in active use by CS leadership.
What we offer:- Our fully remote position, based in the U.S., offers you the freedom to work from the comfort of your home, giving you the flexibility you've always wanted.
- Competitive compensation package that includes:
- Base salary range for this position: $104,000 - $124,000 (annually based on experience and location)
- Equity
- Flexible PTO, generous company holidays
- Comprehensive health, dental, and vision insurance
- 401(k) with company match
