Note: The job is a remote job and is open to candidates in USA. Bettercomp is transforming compensation management through modern, data-driven solutions that help organizations streamline pay practices, ensure fairness, and stay competitive. The Manager, Customer Support will lead and grow the Customer Support team, establish scalable support operations, own customer-facing support content, and drive AI-assisted support automation in partnership with Customer Success, Data Operations, Product, and Engineering.
Responsibilities
- Build a skill-tier system (L1/L2) with clean, documented escalation paths, so the right issue reaches the right person quickly and consistently
- Own coaching, development, and performance management for the Support team, with a steady cadence of 1:1s and clear growth paths
- Design onboarding and ongoing assessment and training so the whole team builds deep product expertise, not just a few go-to specialists
- Own Support's SLAs, ticket quality, and customer satisfaction outcomes, with clear service tiers matched to ticket complexity
- Define a clean, repeatable model for high-touch engagements, including what a great start and finish look like
- Make Support's performance data (response time, backlog, CSAT) visible and useful to CS leadership on an ongoing basis
- Own our Help Center and release communications — turning product updates into clear, well-organized customer-facing content — and keep our in-app guidance current
- Maintain the team's internal AI-assisted reply-drafting tool, evolving it as the team's needs grow
- Lead the build of Bettercomp's first AI-assisted support triage and first-response layer — a flagship opportunity to raise the bar on speed and consistency as we scale
- Partner with in-function CS teams (Implementation and Success) and cross-functionally with Data Operations, Product, and Engineering so escalations move quickly and customers get consistent, well-communicated outcomes
- Bring Support's perspective into company-wide data and process decisions that affect the customer experience
Skills
- 5+ years in customer support, technical support, or service delivery in B2B SaaS, with 2+ years directly managing a team
- A strong technical foundation — comfort with data pipelines, integrations, or platform troubleshooting, since our product involves real data complexity
- A track record of building support structure — tiering, escalation design, QA — and of bringing a team along through change with confidence and clarity
- Experience shipping AI-assisted or automated support tooling; this is a flagship priority for the role
- Comfort owning customer-facing content — help center articles, release notes, in-app guidance
- Working knowledge of a ticketing platform (Zendesk or equivalent) and a data-driven approach to SLAs and quality
- Strong written communication
- Our fully remote position, based in the U.S., offers you the freedom to work from the comfort of your home, giving you the flexibility you've always wanted
- HR tech, compensation, or another data-rich B2B SaaS background is a plus, as is familiarity building or maintaining AI/Claude-based tools
Benefits
- Fully remote position, based in the U.S., offering the flexibility to work from home
- Equity
- Flexible PTO
- Generous company holidays
- Comprehensive health, dental, and vision insurance
- 401(k) with company match
Company Overview