<p><span style="font-size: 12pt;">Dealpath is hiring a Manager, Customer Support to build our Customer Support function from the ground up—defining the strategy, standing up the program, and running the day-to-day operation. You will design and operationalize the systems, processes, and metrics that turn support into a scalable, measurable, and consistently excellent customer experience.</span></p> <p><span style="font-size: 12pt;">This is a builder's role for someone who is customer-obsessed, operationally rigorous, and energized by creating structure where none exists. You will start hands-on—triaging and resolving the ~10–20 tickets we receive each day—while simultaneously designing the tooling, SLAs, and playbooks that support scale, and hiring the team to run it as volume grows.</span></p> <h2><span style="font-size: 12pt;"><strong>What You'll Do</strong></span></h2> <h3><span style="font-size: 12pt;"><strong>Build the customer support strategy and program</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Define Dealpath's customer support strategy from a blank slate—support channels, coverage model, ticket taxonomy, prioritization framework, and service-level commitments.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Establish the operating model for support: intake, triage, routing, escalation paths, and resolution ownership across the customer lifecycle.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Create the roadmap to evolve support from a reactive inbox into a proactive, self-service-enabled function (knowledge base, help center, in-app support, and deflection).</span></li> </ul> <h3><span style="font-size: 12pt;"><strong>Stand up tooling, processes, and SLAs</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Evaluate, select, and implement a modern support platform (e.g., ticketing, help desk, knowledge base, and reporting), migrating off the current support@dealpath.com and CSM-email model.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Define and instrument SLAs and success metrics—first response time, resolution time, CSAT, backlog, and reopen rate—and build the dashboards leadership needs to track them.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Author the support playbooks, macros, and documentation that drive fast, consistent, high-quality responses.</span></li> </ul> <h3><span style="font-size: 12pt;"><strong>Run day-to-day support operations</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Own the queue: personally triage and resolve customer inquiries with speed, accuracy, and empathy while the team is being built.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Manage escalations end-to-end, driving resolution plans and clear communication that protect customer trust.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Monitor volume and trends, identify recurring issues, and feed insights back into Product, Engineering, and the knowledge base to reduce future tickets.</span></li> </ul> <h3><span style="font-size: 12pt;"><strong>Partner cross-functionally to resolve and prevent issues</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Work closely with Customer Success and Implementation to ensure seamless handoffs and a unified customer experience.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Partner with Product and Engineering to route, prioritize, and resolve product escalations, and to advocate for fixes that reduce customer friction.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Relay customer feedback and support trends to leadership to inform product, process, and prioritization decisions.</span></li> </ul> <h3><span style="font-size: 12pt;"><strong>Hire, coach, and scale the team</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Build the case for and lead hiring as ticket volume and complexity grow, defining roles, ramp, and enablement for the support team.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Coach and develop support team members, setting clear expectations and building a high-feedback, customer-first culture.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Create the operating rhythms (queue reviews, QA, performance reviews, best-practice sharing) that keep support effective and consistent as it scales.</span></li> </ul> <h3><span style="font-size: 12pt;"><strong>Required Qualifications</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Bachelor's degree or higher.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">5–8 years of experience in customer support, technical support, or customer operations at a SaaS or technology company, including experience owning support processes and metrics.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">3+ years of people management exp