Manager, Customer Support

What you'll do:

Lead and grow the team

• 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.

Run a great support operation

• 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.

Drive automation and cross-functional partnership

• 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.

What you bring:

• 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.
• HR tech, compensation, or another data-rich B2B SaaS background is a plus, as is familiarity building or maintaining AI/Claude-based tools.

First 90 days — what success looks like:

• Strong working relationships established across the team, anchored by a clear plan with Joe on his role and growth path going forward.
• A documented, published escalation path the whole team (and in-function CS partners) knows and trusts.
• A skill-tier framework in place with a clear plan to develop the team's newer members.
• Clear ownership established for Help Center, release communications, in-app guidance, and the team's reply-drafting tool.
• A concrete plan for an AI-assisted first-response layer, with a first version shipped or in motion.
• Support's performance dashboard in active use by CS leadership.

Why you’ll love it:

Bettercomp is transforming the way companies approach compensation, delivering modern, data-driven solutions that help organizations streamline pay practices, ensure fairness, and stay competitive. With a growing roster of enterprise clients, including many of the world’s largest companies, we’re redefining how compensation teams work.

As a fast-moving startup, we thrive on building what doesn’t yet exist—solving complex problems with creativity, agility, and a bias for action. At Bettercomp, you’ll be part of a forward-thinking team that values bold ideas, empowers you to take ownership, and provides the support needed to grow your career.

Our success is driven by exceptional people. We hire top talent and give them the autonomy and space to do their best work. Here, you’ll collaborate with some of the most innovative and driven minds in the industry, tackling compensation’s toughest challenges and shaping the future of HRTech.

What we offer:

• 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.
• Competitive compensation package that includes:
• • Base salary range for this position: $104,000 — $124,000 (annually based on experience and location)
  • Equity
• Flexible PTO, generous company holidays
• Comprehensive health, dental, and vision insurance
• 401(k) with company match

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States.