Manager, Customer Support

<p><span style="font-size: 12pt;">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.</span></p> <p><span style="font-size: 12pt;">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.</span></p> <h2><span style="font-size: 12pt;"><strong>What You'll Do</strong></span></h2> <h3><span style="font-size: 12pt;"><strong>Build the customer support strategy and program</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Define Dealpath's customer support strategy from a blank slate—support channels, coverage model, ticket taxonomy, prioritization framework, and service-level commitments.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Establish the operating model for support: intake, triage, routing, escalation paths, and resolution ownership across the customer lifecycle.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">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).</span></li> </ul> <h3><span style="font-size: 12pt;"><strong>Stand up tooling, processes, and SLAs</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">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.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">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.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Author the support playbooks, macros, and documentation that drive fast, consistent, high-quality responses.</span></li> &