Customer Support Manager

CurbWaste • New York, NY

3h • Hybrid

About The Position

We're looking for an experienced Customer Support Manager to lead and scale a high-performing support organization that delivers a consistent, white-glove customer experience. This is a true people manager and operator role. You've built support functions before—you've designed tiered models, written the SOPs, stood up the escalation frameworks, and developed reps into higher-tier contributors. You know how to operate independently, set the strategy, and execute against it without needing leadership in the weeds with you. You're equally comfortable owning a critical escalation personally as you are coaching a rep through their first hard customer call. Success is measured by the team's ability to deliver fast, high-quality support without requiring direct manager involvement—while continuously improving processes, tooling, and customer outcomes.

Requirements

• 5–8 years in customer support, with 2–3+ years directly managing a support team
• Proven track record of building or materially scaling a support function; you've designed tiered models, written SOPs, and stood up escalation frameworks from scratch, not inherited and maintained them
• Experience at a B2B SaaS company; vertical SaaS or industry-specific software strongly preferred
• Proven ability to operate independently, you've built and run support systems without a playbook handed to you, and you know how to prioritize and execute when leadership isn't in the weeds with you
• Demonstrated track record of developing support reps into higher-tier contributors with specific examples of reps you've upleveled to grow into leads
• Comfort owning escalations and after-hours critical incidents personally, not just delegating
• Experience designing and managing out-of-service-hours coverage plans; on-call rotations, escalation paths, and after-hours SLAs
• High standards for customer experience with a natural gravitation toward white-glove service
• Analytical mindset with the ability to aggregate trends across large ticket volumes, identify root causes, and communicate findings with business context
• Strong written and verbal communication skills; you can de-escalate a frustrated customer and coach a junior rep in the same afternoon
• Data-driven with comfort in dashboards and using metrics to drive team performance and cross-functional decisions
• Hands-on experience implementing AI or automation in a support context, you can speak to measurable deflection or efficiency gains you've personally driven
• Experience with support platforms like Zendesk, Intercom, Freshdesk, or similar

Nice To Haves

• Background in waste management, logistics, field service, or municipal services
• Experience with tools like Aircall or Fathom
• Experience writing internal playbooks, SOPs, or help center documentation at scale

Responsibilities

• Manage, coach, and develop a team of support representatives through regular 1:1s, performance reviews, and career development planning
• Set clear team goals and KPIs (CSAT, first response time, resolution time, escalation rate) and hold the team accountable
• Build structured onboarding and ongoing training programs that ramp new hires to full readiness within 30 days and continuously deepen product and industry knowledge
• Develop team members into higher-level contributors, measurable through certification rates and reduced escalation volume over time
• Foster a high-performance, customer-first culture grounded in accountability, ownership, and continuous improvement
• Define and implement a tiered support model (Tier 1 / Tier 2) with clear ownership, responsibilities, and escalation paths
• Build and maintain playbooks and SOPs that enable the team to independently resolve 80%+ of inbound issues at Tier 1
• Establish clear criteria for ticket classification, escalation, and resolution expectations
• Continuously refine workflows to improve efficiency, consistency, and quality
• Set and uphold a white-glove standard for all customer interactions—urgency, clarity, and professionalism
• Own escalations and complex cases, serving as the final point of coordination before involving Head of CX, Product or Engineering
• Establish and enforce a standardized escalation framework including SLAs, communication expectations, and ownership across business hours and after-hours
• Own and manage the out-of-service-hours coverage plan, including rotation design, on-call ownership, escalation paths, and ensuring consistent customer experience outside standard hours
• Partner with customers during critical moments (post go-live issues, billing concerns, operational disruptions) to ensure successful outcomes
• Serve as a front-line point of contact for SMB accounts without a named CXM, partnering with the broader CX team to ensure these customers receive a consistent, high-quality experience
• Stay connected to the customer experience through ticket reviews and trend analysis while minimizing direct ticket ownership as the team scales
• Identify high-volume, repetitive tasks and drive automation through AI and tooling with the goal of measurably reducing manual ticket volume quarter over quarter
• Train and optimize AI agents (e.g., Intercom) to deflect Tier 1 inquiries with clear deflection rate targets and quality thresholds, and build AI-assisted workflows such as auto-triage, suggested responses, and proactive status updates
• Continuously evaluate and implement new tools and technologies to improve support scalability and response speed
• Build and maintain real-time dashboards tracking key metrics (response time, resolution time, escalation rate, deflection rate)
• Enable full visibility into team performance without requiring direct involvement in individual tickets
• Monitor trends and proactively adjust staffing, workflows, and processes to meet demand
• Drive accountability through data—owning weekly and monthly performance reporting against defined SLAs and surfacing corrective actions when targets are missed
• Aggregate and analyze tickets to identify recurring issues, failure patterns, and systemic gaps
• Translate support trends into clear, actionable insights for Product and Engineering with business and operational context
• Drive root-cause resolution by partnering with Product and Engineering through to shipped fixes, tracking reduction in repeat ticket volume for resolved issues
• Build and maintain a self-service knowledge base, continuously updated based on product changes and common support trends
• Collaborate with Implementation, Customer Experience, and Sales to ensure seamless handoffs and lifecycle support

Benefits

• Join a high-performing, mission-driven team transforming a critical industry
• Competitive salary, flexible time off, and ample opportunities for learning and development
• Company-paid medical, dental, and vision coverage, plus 401k
• Be part of a diverse, inclusive, and supportive culture where individuality is celebrated

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed