Customer Support Manager

Duel • New York, NY

271d • $55,000 - $65,000 • Remote

About The Position

Duel is a SaaS company on a mission to make Brand Advocacy the industry standard playbook for building brilliant retail brands. It was founded by world record-breaking adventurer and former brand ambassador Paul Archer, alongside viral games developer Naio Tsarouchis, and we exist to show there's a better way to build businesses, to build a better future, proving that caring for people builds brand, which builds long-term and exponential profit returns. The Duel Brand Advocacy Platform allows enterprise brands to do just that, scaling how they manage their relationships with thousands of advocates, customers, creators, and brand ambassadors. We're proud today that brands such as Abercrombie & Fitch, Charlotte Tilbury, Spanx, Victoria's Secret, and Elemis (to name a few, but not to name some household names that we can't talk about yet) are doing just that. The Duel team comprises psychologists, brand experts, and community builders, combining cutting-edge brand expertise with seasoned SaaS experience.

Requirements

• Have at least 4 years of experience in a Technical Customer Support role, ideally in a SaaS environment (4+ years is a plus).
• Have experience building a cross-functional customer or technical support function, within Tech, Professional services or ideally SaaS environment.
• Excel at advanced troubleshooting and have a genuine passion for problem-solving.
• Possess excellent communication and interpersonal skills, always keeping the customer front and center.
• Have a track record of enhancing support ticketing systems, CRMs, and other support tools.
• Are comfortable prioritising in a fast-paced setting and handling shifting priorities.
• Know your way around webhooks, API logs, and error tracking, and have experience using browser debugging tools like Chrome DevTools or Postman.
• Understand MarTech software and their technical requirements, including API integrations and front-end troubleshooting.
• Can work with basic coding concepts (HTML, CSS, JavaScript) to help diagnose and resolve front-end issues.
• Use support metrics (CSAT, response time, resolution time) to assess performance and identify areas for improvement.
• Have some experience with BI tools to analyse support data and drive better decisions.

Responsibilities

• Deliver quick, high-quality resolutions to customer inquiries, making sure every issue is fully addressed and customers feel supported.
• Own and coordinate support requests across multiple projects to ensure timely and positive outcomes.
• Investigate and troubleshoot software-related issues (e.g., APIs and front-end challenges), working closely with Product and Engineering teams when needed.
• Proactively spot potential issues before they escalate, helping prevent customer churn and maintain strong relationships.
• Suggest enhancements to our software based on customer feedback and support insights.
• Optimise support workflows to drive retention and overall satisfaction.
• Understand and document customer concerns, turning them into clear goals and acceptance criteria for your team.
• Keep everyone informed about timelines, priorities, and any budget constraints to avoid surprises and build trust.
• Test new features and fixes to confirm they meet both customer and internal quality standards.
• Compare estimated work against actual progress, adjusting as needed and communicating updates to clients.
• Write user stories, create accurate estimates, and maintain project boards so the team stays aligned and customers stay happy.
• Log time accurately and prepare clear reports for billing and invoicing.
• Develop training materials and resources to help team members grow and provide top-notch support.
• Regularly update clients on timelines, challenges, outcomes, and costs through email, phone, or online meetings.

Benefits

• Flexible working hours - if you need to fit around childcare or life, we understand.
• 25 PTO Days + 11 Statutory Holidays + End-of-year break (3-4 additional days depending on dates).
• Options scheme for all full-time employees - it's important to us that everyone shares in what we build.
• US Healthcare Options - More to come on this.
• 401K Match Plan.
• Company MacBook to work from.
• $350 WFH Set-Up.
• Headspace Contributions.
• Personal Development budget and support.
• 2 additional days leave for volunteering.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Machinery Manufacturing