Manager, Customer Support

Juniper Square

3d•Remote

About The Position

About Juniper Square Our mission is to unlock the full potential of private markets. Privately owned assets like commercial real estate, private equity, and venture capital make up half of our financial ecosystem yet remain inaccessible to most people. We are digitizing these markets, and as a result, bringing efficiency, transparency, and access to one of the most productive corners of our financial ecosystem. If you care about making the world a better place by making markets work better through technology – all while contributing as a member of a values-driven organization – we want to hear from you. Juniper Square offers employees a variety of ways to work, ranging from a fully remote experience to working full-time in one of our physical offices. We invest heavily in digital-first operations, allowing our teams to collaborate effectively across 27 U.S. states, 2 Canadian Provinces, India, Luxembourg, and England. We also have physical offices in San Francisco, New York City, Mumbai and Bangalore for employees who prefer to work in an office some or all of the time. About your role This role is a critical part of our Support team, which is focused on providing a best-in-class support experience to all our Juniper Square customers. Our team doesn't just answer questions — we work as an extension of our customers' own teams, serving as thinking partners who help them reach successful outcomes and translating their needs into better products and solutions. That relationship is something our customers genuinely value, and it sets the bar for what we hire and develop toward. We're in an active period of transformation as we rewire how our team operates around AI tools, evolving what great support looks like, and raising the ceiling on what a support team can deliver. We're looking for an exceptional people manager who develops people with intention: someone who invests in individuals' career growth and understands that this team is a critical talent engine for the broader company. You'll lead through change, drive adoption of new ways of working, and hold a high bar for outcomes — all while building the kind of team that people grow from and look back on as a turning point in their careers. You'll work alongside Support leadership to build team capability, improve how we operate, and ensure every customer interaction reflects the standard we're building toward.

Requirements

2+ years of management experience with a demonstrated track record of leading teams through meaningful change
Demonstrated leadership experience in a fast-paced, results-driven environment where you’ve prioritized customer relationships and team success
Able to learn complex software products and customer workflows quickly, serving as knowledge resource on Juniper Square’s products and customers for the team
Strong desire and motivation to achieve a best-in-class support experience with a positive, "can do" attitude that translates into an high team engagement
Previously held a customer-facing role at a B2B or SaaS company that resulted in advancement
Excellent communicator with strong interpersonal skills
Genuine enthusiasm for AI tools and their role in the future of support; you've driven adoption before, you lead by example, and you raise the floor of AI fluency across everyone you manage

Responsibilities

Manage, support, and coach a team of Customer Support Specialists as they help customers be successful using Juniper Square
Communicate a compelling vision and direction for the team as well as leverage team talent and input towards achieving our goals
Develop team members with intention — invest in their skills, give direct and specific feedback, and actively create pathways for growth within and beyond the support team
Guide team members through an active transformation — new AI tools, new workflows, and evolving expectations for what excellent support looks like; model the change and bring your team along
Use AI-powered tools and support data to drive decisions, build more efficient workflows, and hold a high bar for team performance and customer outcomes
Keep track of day-to-day support trends and ensure SLAs are met across different support channels (phone, email, etc)
Spend regular time working alongside your team and serve as a point of escalation for complex product and customer issues
Collaborate with various teams on initiatives that enhance the quality of our product, processes, and overall customer experience
Own team processes, workflows, and documentation — continuously improving how support operates and building the knowledge infrastructure that scales quality