Customer Support Manager

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.

What You'll Do

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 support@dealpath.com 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.