Manager, Customer Support

Role overview Lead a frontline customer support team for a construction-industry platform that handles payroll, HR, finance, and operations workflows for contractors. This player-coach role blends people management, queue operations, and domain expertise to keep complex payroll, tax, and benefits questions resolved accurately and quickly.

Responsibilities - Lead a subset of the support frontline, owning day-to-day queue health, SLA performance, escalations, and coaching across the platform. - Set and drive SLA and productivity targets using metrics like SLA, cases per day, and CSAT, spotting problems early and acting on them. - Serve as the escalation point and QA authority for complex payroll, tax, and benefits-enrollment cases. - Help recruit, onboard, and develop support ICs, including building or refining specialization and escalation paths. - Configure and optimize the help desk or ticketing platform, including queues, routing, macros, and reporting. - Build coaching and training frameworks that help the team ramp quickly on a complex SaaS product.

Requirements - 4+ years in customer support or success, including 2+ years managing a support team at a payroll, HR tech, construction software, or accounting software company. - Payroll depth covering certified payroll, prevailing wage, union fringes, and multi-state field crews, or demonstrated ability to ramp quickly. - Track record of hitting and improving SLA and productivity targets for a queue-driven team. - Fluency configuring help desk platforms like Pylon, Zendesk, Intercom, or Front, including queues, routing, macros, and reporting. - Comfort building and reading support metrics and acting on them. - Player-coach mindset with high ownership under pressure and the ability to set clear standards without hurting morale.

Nice to have - Hands-on familiarity with construction or accounting software such as Sage, Intacct, Procore, Viewpoint, or Foundation.

Benefits and work setup - Target base compensation around $150K for this M1-level role, with final range confirmed during hiring. - Competitive salary, commission, and equity packages. - Comprehensive medical, dental, FSA, and vision plans plus a 401(k) with company match. - Flexible PTO and a 16-week paid parental leave for all parents. - Annual learning and development allowance. - Hybrid approach of 3 days per week in office for candidates within a reasonable commute to the New York City or San Francisco offices, with remote-friendly options elsewhere and periodic team off-sites.