Support Manager
About The Position
BizzyCar is seeking a Support Manager to join our growing Customer Success organization. This is a role focused on establishing and growing our Support function, defining processes, shaping team structure, and creating a consistent, customer-focused approach. This is a hands-on, customer-facing role. You will work day-to-day handling inbound customer inquiries, flagging escalations, resolving HubSpot tasks and tickets, and owning on-going support for our customer base. You will partner closely with CS leadership and cross-functional teams to improve efficiency, accountability, and the overall customer experience through timely and reliable feedback. This role requires comfort operating in a fast-paced environment where priorities can shift and seeking further information or investigation is common. Your work will directly influence customer satisfaction, retention, service quality, and operational excellence across the organization.
Requirements
- 3+ years in Customer Support, Customer Success, or a customer-facing SaaS/tech role
- Strong data orientation, comfortable using metrics to drive performance and operational decisions
- Proven track record of meeting or exceeding goals, specifically those related to customer SLAs
- Strong organizational skills with the ability to manage shifting priorities in a fast-paced environment
- Excellent written and verbal communication skills
- Technical aptitude with the ability to troubleshoot product-related issues
- Collaborative, cross-functional team player with strong problem-solving instincts
- High ownership mentality, you see what needs to be done and do it
Nice To Haves
- Experience building or improving support processes in high-growth or resource-constrained environments is a plus
- Experience onboarding, training, and developing team members is a plus
Responsibilities
- Become a subject matter expert (SME) on BizzyCar’s platform, products, and dealership workflows
- Build, lead, and help scale the Support function within the Customer Success organization
- Operate as a hands-on support leader, owning escalations and setting the standard for execution and efficiency
- Design and improve support processes, workflows, and documentation to drive efficiency and repetition
- Develop and maintain internal documentation and customer self-service resources
- Monitor and analyze support metrics (SLAs, response time, CSAT, resolution rates) to drive performance improvements
- Act as the voice of the customer (VoC) by identifying trends and influencing product and process improvements
- Foster a culture of ownership, accountability, urgency, and continuous improvement
Benefits
- Competitive salary and benefits package
- Paid time off, medical, dental, vision, 401k, and equity
- Opportunities for growth and professional development
- A collaborative, innovative environment with a passionate team
- The chance to make a real impact at a high-growth company transforming automotive technology
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
