[Hiring] Customer Support Manager @BetterComp

Role Description

• 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• Fully remote position, based in the U.S., offering the freedom to work from the comfort of your home.
• 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