Manager, Customer Support

Role overview A customer support manager is needed to lead a subset of a frontline support team that serves construction contractors using a modern HR, finance, and operations platform. The role owns queue health, SLA performance, escalations, and coaching across payroll, benefits, and tax inquiries, blending hands-on case work with people leadership. It is suited to a player-coach who can grow a team while personally handling the toughest tickets in a fast-moving SaaS environment.

Responsibilities - Lead and grow a slice of the customer support frontline, owning day-to-day queue health, SLA performance, escalations, and coaching across the entire platform. - Set SLA and CSAT goals, monitor support KPIs, and intervene when productivity, backlog, or quality slip. - Serve as the escalation point and quality authority for complex payroll, tax, and benefits-enrollment cases. - Help hire, onboard, and develop support individual contributors, and refine specialization and escalation paths as the team scales. - Coach with a player-coach mindset by leading on difficult tickets, giving direct feedback, and developing people toward the next level. - Configure and optimize the help desk and ticketing platform, including queues, routing, macros, and reporting. - Ramp quickly on the product and build training frameworks that accelerate the team's time to competency. - Hold the team to SLA standards without sacrificing morale or the customer experience.

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. - Enough payroll depth to handle construction-specific complexity, including certified payroll, prevailing wage, union fringes, and multi-state field crews, or a demonstrated ability to ramp fast. - Track record of hitting and improving SLA and productivity targets for a queue-driven team. - Experience hiring, onboarding, and developing support ICs and refining specialization or escalation paths. - Comfort in a fast-paced, ticket- or queue-driven environment. - Fluency configuring help desk platforms such as Pylon, Zendesk, Intercom, or Front, including queues, routing, macros, and reporting. - Ability to build and read support metrics such as SLA, CSAT, cases per day, and backlog, and act on them. - Strong enough grasp of payroll, tax, and benefits to serve as the team's escalation point. - Ability to ramp quickly on a complex SaaS product and build coaching and training frameworks. - Comfort using AI tools and workflows in day-to-day work.

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

Benefits and work setup - M1-level role with target base compensation of approximately $150K; final range confirmed during hiring. - Above-market salary, commission, and equity packages. - Comprehensive medical, dental, FSA, and vision plans; 401(k) with company match. - Flexible PTO, 16-week paid parental leave for all parents, and an annual learning and development allowance. - In-office perks (snacks, coffee, lunch, commuter benefits) for hybrid employees; periodic company-wide and team off-sites. - Hybrid expectation of roughly 3 days per week in office for candidates within a reasonable commute to NYC or San Francisco; remote-friendly otherwise. Candidate must be located in NYC or willing to work East Coast hours.