Manager of Customer Support

• 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
• 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
• Build the customer support strategy and program
• Define Dealpath’s customer support strategy from a blank slate—support channels, coverage model, ticket taxonomy, prioritization framework, and service-level commitments
• Establish the operating model for support: intake, triage, routing, escalation paths, and resolution ownership across the customer lifecycle
• 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)
• Stand up tooling, processes, and SLAs
• Evaluate, select, and implement a modern support platform (e.g., ticketing, help desk, knowledge base, and reporting), migrating off the current [email protected] and CSM-email model
• 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
• Author the support playbooks, macros, and documentation that drive fast, consistent, high-quality responses
• Run day-to-day support operations
• Own the queue: personally triage and resolve customer inquiries with speed, accuracy, and empathy while the team is being built
• Manage escalations end-to-end, driving resolution plans and clear communication that protect customer trust
• Monitor volume and trends, identify recurring issues, and feed insights back into Product, Engineering, and the knowledge base to reduce future tickets
• Partner cross-functionally to resolve and prevent issues
• Work closely with Customer Success and Implementation to ensure seamless handoffs and a unified customer experience
• Partner with Product and Engineering to route, prioritize, and resolve product escalations, and to advocate for fixes that reduce customer friction
• Relay customer feedback and support trends to leadership to inform product, process, and prioritization decisions
• Hire, coach, and scale the team
• Build the case for and lead hiring as ticket volume and complexity grow, defining roles, ramp, and enablement for the support team
• Coach and develop support team members, setting clear expectations and building a high-feedback, customer-first culture
• Create the operating rhythms (queue reviews, QA, performance reviews, best-practice sharing) that keep support effective and consistent as it scales

Benefits

• Equity grant
• 401k plan
• Medical, vision, & dental
• Flexible vacation plan
• Health & wellness stipend
• Fully-stocked kitchen
• Commuter reimbursement
• Hybrid work policy- Demonstrated experience building or significantly maturing a support function—standing up tooling, defining SLAs, and creating repeatable processes where little existed before
• Strong written and verbal communication skills, including comfort communicating with customers and presenting to senior executive audiences
• Bachelor’s degree or higher
• Ability to effectively partner and collaborate with technical and non-technical colleagues
• 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
• Hands-on comfort personally resolving customer issues while also building the program around them
• Close attention to detail and accuracy; strong proficiency in Excel / Google Sheets and data-driven decision-making
• Experience implementing and administering support tooling (e.g., Zendesk, Intercom, Freshdesk, or similar) and knowledge base/help center platforms
• 3+ years of people management experience, including hiring, developing, and leading a support team
• Demonstrated ability to manage ambiguity, problem-solve, and drive outcomes in a fast-paced, early-stage environment
• Experience building and scaling a customer support program from 0 to 1
• Experience servicing commercial real estate firms, asset managers, private equity, private credit, or investment managers; commercial real estate background
• Familiarity with SQL, Salesforce, Asana, Gong, and AI tools, including AI-assisted support and deflection- Dealpath conducts interviews via video conference
• To support our interviewers with accurate note-taking, we may use AI-assisted transcription tools during your interview sessions
• By participating in the interview process, you acknowledge that interviews may be recorded or transcribed using these tools for note-taking purposes only
• Transcripts are used solely for internal evaluation and are not shared outside of the hiring team