Manager, Customer Support

What you'll do: Lead and grow the team Build a skill-tier system 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. 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, turning product updates into clear, well-organized customer-facing content, and keep our in-product guidance current. Maintain the team's internal AI-assisted search function, evolving it as the team's needs grow. Drive automation and cross-functional partnership Lead the build of Bettercomp's 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 structures inclusive of tiering, escalation design, and 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, and in-product guidance. Working knowledge of a ticketing platform (Zendesk or equivalent) and a data-driven approach to SLAs and quality. Strong communication skills: written and verbal and across direct reports, peers and leadership. HR tech, compensation, or another data-rich B2B SaaS background is a plus, as is familiarity building or maintaining AI/Claude-based tools. 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. About the role Bettercomp is looking for a hands-on, technically strong Manager, Customer Support to lead our Customer Support team, the group that delivers responsive, high-quality support across product questions, access, and issue resolution for our customers. You'll build the structure that lets this team scale: clear tiering and escalation paths, strong coaching, and Bettercomp's first AI-assisted support layer. You'll also take the reins on a few high-visibility areas: our Help Center, and in-product guidance, that are core to how customers experience Bettercomp. You'll partner closely with the VP of Customer Success, Data Operations, and Product & Engineering to make Support a genuine strength of the customer experience.