Customer Support Manager

We're looking for a Customer Support Manager to lead and grow our Customer Support team, delivering exceptional experiences across our AdvicePay and AdvisorBOB products. The ideal candidate will be a people manager, support strategist, and hands-on team player with a strong background in customer support and a passion for leading teams and creating systems that make customers' lives easier.

Requirements

• 3+ years of experience leading and managing a high-volume customer support or customer success team, preferably in a SaaS environment
• Experience building and scaling support functions, including developing standard operating procedures and knowledge base structures
• Proficiency with customer support, CRM, and documentation tools (e.g., HelpScout, Zendesk, HubSpot, Notion)
• Strong analytical skills, with the ability to translate support data into actionable insights
• Excellent written and verbal communication skills in a primarily email-based support environment
• Strong attention to detail and follow-through, ensuring consistent quality across team workflows
• Proactive and resourceful, able to anticipate needs and take initiative within established processes

Benefits

• Flexible paid time off days
• 11 paid holidays
• 401(k) with match
• 12 weeks of paid parental leave
• Health benefits package
• Dental, Vision, Voluntary Life and AD&D, and Accident insurance options
• Employer-paid life insurance
• Employer-paid long-term disability coverage
• Up to $1800/year to cover the cost of working with a financial planner
• Up to $500 toward the one-time upfront fee
• $250/quarter to spend on yourself
• $500 donated to a non-profit organization of your choice
• $2,000/year in Professional Development funds
• A sabbatical program that includes a cash bonus and extra time off
• Subsidized employer-sponsored childcare
• Pet insurance
• Company-owned laptop