Manager, Customer Support

🕒 May 7

🏄 California – Remote

🏄 California – Remote

💵 $94k - $117.5k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

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Juniper Square

WebsiteLinkedInAll Job Openings

201 - 500 employees

💸 Finance

🏠 Real Estate

☁️ SaaS

💰 $75M Series C on 2019-11

Finance • Real Estate • SaaS

Juniper Square is a company that provides a comprehensive platform and solutions tailored for private investment partnerships. Founded in 2014, the company focuses on enabling seamless connection and communication between General Partners (GPs) and Limited Partners (LPs) throughout the entire investment lifecycle. Juniper Square's technology is purpose-built to support commercial real estate, private equity, and venture capital firms of all sizes. The platform offers services such as fund administration, fundraising, investor management, compliance, and investor reporting, all aimed at enhancing transparency, data governance, and the overall investor experience.

📋 Description

• Manage, support, and coach a team of Customer Support Specialists as they help customers be successful using Juniper Square • Communicate a compelling vision and direction for the team as well as leverage team talent and input towards achieving our goals • Develop team members with intention — invest in their skills, give direct and specific feedback, and actively create pathways for growth within and beyond the support team • Guide team members through an active transformation — new AI tools, new workflows, and evolving expectations for what excellent support looks like; model the change and bring your team along • Use AI-powered tools and support data to drive decisions, build more efficient workflows, and hold a high bar for team performance and customer outcomes • Keep track of day-to-day support trends and ensure SLAs are met across different support channels (phone, email, etc) • Spend regular time working alongside your team and serve as a point of escalation for complex product and customer issues • Collaborate with various teams on initiatives that enhance the quality of our product, processes, and overall customer experience • Own team processes, workflows, and documentation — continuously improving how support operates and building the knowledge infrastructure that scales quality

🎯 Requirements

• 2+ years of management experience with a demonstrated track record of leading teams through meaningful change • Demonstrated leadership experience in a fast-paced, results-driven environment where you’ve prioritized customer relationships and team success • Able to learn complex software products and customer workflows quickly, serving as knowledge resource on Juniper Square’s products and customers for the team • Strong desire and motivation to achieve a best-in-class support experience with a positive, "can do" attitude that translates into an high team engagement • Previously held a customer-facing role at a B2B or SaaS company that resulted in advancement • Excellent communicator with strong interpersonal skills • Genuine enthusiasm for AI tools and their role in the future of support; you've driven adoption before, you lead by example, and you raise the floor of AI fluency across everyone you manage

🏖️ Benefits

• Health, dental, and vision care for you and your family • Life insurance • Mental wellness coverage • Fertility and growing family support • Flex Time Off in addition to company-paid holidays • Paid family leave, medical leave, and bereavement leave policies • Retirement saving plans • Allowance to customize your work and technology setup at home • Annual professional development stipend