Overview In this role you will build and scale Dealpath's Customer Support function from the ground up, shaping strategy, processes and metrics. You will balance hands-on issue resolution with the design of tooling, playbooks, and SLAs to deliver a consistently excellent customer experience. You'll work cross-functionally to reduce friction, surface insights to product and engineering, and hire and develop a growing team. This is a mission-driven builder role at a fast-growing, AI-powered real estate tech company. Compensation / BenefitsMedical, dental, and vision insuranceHealth Savings Account (HSA) & Flexible Spending Account (FSA) options401(k) retirement planPaid Parental LeaveFlexible Time Off (FTO) policyCommuter benefits program ResponsibilitiesDefine and implement the customer support strategy and operating model from scratchStand up tooling, processes, and SLAs (selection of platform, knowledge base, dashboards)Triage and resolve inquiries while building the teamOwn escalation management and customer communications to protect trustMonitor volume/trends and feed insights to Product, Engineering, and the knowledge baseCollaborate with Customer Success, Implementation, Product, and Engineering for seamless handoffs and issue resolutionDevelop hiring plans, ramp, and enablement for the support teamEstablish operating rhythms (queue reviews, QA, performance reviews, best practices) to scale effectively Key requirementsBachelor's degree or higher in a relevant field5-8 years in customer support, technical support, or customer operations at a SaaS/tech company3+ years people management experience with hiring and team developmentHands-on experience standing up support tooling and defining SLAsExperience resolving customer issues directly while building the programExperience administering support tools (Zendesk, Intercom, Freshdesk or similar) and knowledge base platformsStrong written/verbal communication and ability to present to executivesAbility to manage ambiguity and drive outcomes in a fast-paced, early-stage environmentAttention to detail and data-driven decision-making using Excel/Google SheetsAbility to collaborate with technical and non-technical colleaguescustomer-obsessedoperational rigorclear and empathetic communicationZendesk, Intercom, Freshdesk or similarknowledge base / help center platformsExcel / Google Sheets
Not specified in the original listing.
Not specified in the original listing.
