Manager, Customer Support

Job not on LinkedIn

🕒 August 17

🇺🇸 United States – Remote

💵 $107.5k - $135k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 14%

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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Flashpoint Venture Capital

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2012

💳 Fintech

🤝 B2B

Fintech • B2B • Venture Capital

Flashpoint Venture Capital is a technology investment firm that specializes in providing capital ignition for tech founders at various stages of their journey. They offer venture capital, growth debt, and secondary fund investments, managing approximately $500 million across various funds with a significant portfolio of active investments and successful exits. Their focus is on supporting innovative companies, helping them grow and succeed in the tech industry.

📋 Description

• Lead, coach, and grow the customer support team through daily standups, bi-weekly 1:1s, performance reviews, career development, and structured onboarding • Own the incoming case queue and team schedule, including holiday, PTO, and after-hours coverage • Report monthly KPI and SLA metrics to leadership and turn issue trends into service improvements • Set and uphold case management standards through monthly case reviews and agent feedback • Own the Help Center knowledge base and troubleshooting guide; evolve self-service and AI-supported processes • Own the customer feedback loop, respond to negative surveys, and lead bi-weekly voice-of-customer meetings with Product • Partner with Engineering on defect triage and with Product at sprint demos; prepare the team for releases • Own or oversee escalations and P1 incident communications with agents, CSMs, and Engineering • Learn the Flashpoint platform and customer threat-intelligence use cases • Establish repeatable processes that turn support trends and survey feedback into product fixes • Drive knowledge-base, self-service, and AI case-deflection improvements

🎯 Requirements

• Experience managing and developing a customer support team in a B2B SaaS environment, including 1:1s, performance reviews, scheduling, and coverage planning • Experience owning support KPIs and SLAs and reporting on them to leadership • Hands-on technical troubleshooting experience with a SaaS platform, including working with APIs, integrations, or logs alongside Engineering • Working understanding of cybersecurity, threat intelligence, or adjacent security products and the customers who use them • Confidence communicating directly with technical customers and senior stakeholders, especially during escalations, incidents, and negative feedback • Experience building knowledge bases, self-service content, and agent training programs • Ability to work legally in the United States; sponsorship question included in application

🏖️ Benefits

• Target bonus • Company-funded virtual events, including book clubs, happy hours, committees, DIBE discussion group, Donut mixers, and local team member meetups • Gym reimbursements • Expensed lunches • Cultural initiatives and inclusive employee events • Regular one-on-ones with managers • Performance reviews • Learning and development opportunities • Formalized career paths • Opportunities for career growth and lateral moves