Manager, Technical Support

Rebar•New York City, NY

10d•Onsite

About The Position

Rebar is building an AI operating system for commercial HVAC, electrical, and plumbing, and is seeking a Manager of Technical Support to grow its support team while preserving a fast, personal, and human client experience. The role leads two remote Technical Support Specialists and expands coverage from its current 7 a.m.–8 p.m. ET schedule to nationwide coverage through 7 p.m. PT. Reporting to the Head of Client Success, the manager will build the team, coverage model, processes, tooling, and metrics needed to support a rapidly growing customer base. The manager owns team development and support performance, including hiring, coaching, service-level agreements, key performance indicators, staffing plans, escalation workflows, and technical training. They will oversee Intercom and its integrations, shape AI-assisted support using Intercom Fin and AI workflows, and work hands-on in the support queue. The role partners with Product, Engineering, Client Success, and Implementation to resolve complex issues, improve the product, and support a smooth client journey. This is a full-time, onsite position in New York City's Flatiron District.

Requirements

At least 5 years of experience in technical support for B2B SaaS.
At least 2 years managing or leading a support team.
A track record of building a support function from scratch or scaling one through rapid growth, including processes, SLAs, escalation workflows, and team structure.
Strong troubleshooting skills with web-based software and the ability to coach others in troubleshooting.
Experience hiring, coaching, and retaining high-performing remote team members.
Ability to use data to manage performance, identify trends, and make staffing decisions.
Clear communication with clients, team members, and cross-functional partners, both technical and non-technical.
Belief that great support is a competitive advantage, not a cost center.

Nice To Haves

Hands-on Intercom experience, strongly preferred, including administration, automations, Fin, help center, and reporting.
Background in construction, construction technology, or MEP contracting.
Experience at an early-stage or high-growth startup.
Experience designing coverage models across multiple time zones.
Familiarity with APIs, integrations, or debugging tools.
Experience with Linear, Jira, HubSpot, Slack, or similar tools.
Experience building knowledge bases, training programs, and client-facing documentation.

Responsibilities

Hire, onboard, develop, and expand the Technical Support Specialists team to provide nationwide coverage through 7 p.m. PT.
Design staffing plans, schedules, and shift structures that maintain fast response times across US time zones.
Lead and coach specialists through one-on-ones, regular feedback, and clear expectations.
Set, track, and report on SLAs and KPIs, including first response time, resolution time, CSAT, backlog, and escalation rate.
Preserve a personal, proactive, and human client support experience as volume grows.
Determine how Intercom Fin and AI workflows should handle routine questions.
Create and refine support workflows, escalation paths, triage rules, macros, and playbooks.
Manage and improve Intercom, including inbox routing, automations, help center, reporting, and integrations with HubSpot, Linear, and other internal tools.
Develop training programs covering Rebar's product, construction and MEP workflows, and troubleshooting.
Communicate bugs, trends, and product gaps to Product and Engineering with clear, prioritized, data-backed feedback, and drive complex issues toward resolution.
Coordinate with Client Success and Implementation to support smooth handoffs and share insights on account health, adoption risk, and upsell signals.
Work in the support queue, handle escalations, and lead by example.