Manager, Customer Support

📋 Description

• Lead and grow a subset of the Customer Support frontline team, owning day-to-day queue health, SLA
• Set and drive SLA and productivity targets for your team, using support metrics (SLA, CSAT
• Serve as the escalation point and QA authority for complex payroll, tax, and benefits-enrollment
• Assist in hiring, onboarding, and developing support ICs — building or refining specialization and
• Coach with a player-coach mindset: lead by example, give direct feedback, and grow people toward
• Configure and optimize our help desk/ticketing platform — queues, routing, macros, and reporting —

🎯 Requirements

• 4+ years in customer support/success, including 2+ years managing a support team at a payroll, HR
• Enough payroll depth to hold your own on construction-specific complexity — certified payroll
• A track record of hitting and improving SLA and productivity targets for a queue-driven team.
• Experience hiring, onboarding, and developing support ICs; building or refining
• Comfort operating in a fast-paced, ticket- or queue-driven environment.
• Fluency in help desk/ticketing platforms (Pylon, Zendesk, Intercom, Front) — configuring queues

🎁 Benefits

• Competitive Compensation: We offer competitive (well above “market”) salary, commission, and equity
• Medical Insurance: Comprehensive medical, dental, FSA, vision plans to suit you and your family’s
• 401(k) Retirement Plan: Company-matched contributions to help you plan for your future.
• Flexible PTO: Take the time you need to recharge and be your best self.
• Parental Leave: Generous 16-week paid leave for all parents, including adoptive and foster parents.
• Learning & Development: We offer every employee an annual educational allowance to explore