Manager, Customer Support

🔥 6 minutes ago

🇺🇸 United States – Remote

💵 $104k - $124k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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BetterComp

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2019

👥 HR Tech

☁️ SaaS

🤝 B2B

HR Tech • SaaS • B2B

BetterComp is a compensation technology company that revolutionizes the market pricing process for compensation professionals. By offering a suite of tools that automate workflows, provide advanced analytics, and enhance data visualization, BetterComp enables organizations of all sizes to make informed compensation decisions. With a focus on flexibility and innovation, the company addresses the challenges faced by compensation teams, ensuring that their data is secure and actionable.

📋 Description

• Lead and grow the Customer Support team • Build skill tiers and documented escalation paths • Own coaching, development, performance management, 1:1s, and growth paths • Design onboarding, ongoing assessment, and training • Own Support SLAs, ticket quality, and customer satisfaction outcomes • Define a repeatable model for high-touch customer engagements • Report response time, backlog, and CSAT data to Customer Success leadership • Own and maintain the Help Center and in-product guidance • Maintain the team's internal AI-assisted search function • Lead the build of AI-assisted support triage and first-response tooling • Partner with Implementation, Success, Data Operations, Product, and Engineering • Bring Support's perspective to company-wide data and process decisions affecting customer experience

🎯 Requirements

• 5+ years in customer support, technical support, or service delivery in B2B SaaS • 2+ years directly managing a team • Strong technical foundation, including comfort with data pipelines, integrations, or platform troubleshooting • Track record of building support structures including tiering, escalation design, and QA • Experience bringing a team through organizational change • Experience shipping AI-assisted or automated support tooling • Experience with customer-facing content such as Help Center articles and in-product guidance • Working knowledge of Zendesk or equivalent ticketing platforms • Data-driven approach to SLAs and quality • Strong written and verbal communication skills • HR tech, compensation, or another data-rich B2B SaaS background is a plus • Familiarity building or maintaining AI/Claude-based tools is a plus • Must verify identity and eligibility to work in the United States

🏖️ Benefits

• Equity • Flexible PTO • Generous company holidays • Comprehensive health, dental, and vision insurance • 401(k) with company match • Fully remote work from home • Autonomy and space to do your best work • Career growth opportunities