Technical Customer Support Manager

equipifi • Scottsdale, AZ

1d • Hybrid

About The Position

As equipifi's first Technical Support Manager, you'll build (and execute) the entire support operating model from scratch. Once the foundation is set, you'll own the Tier 2 support queue directly - fielding technical questions from our FI (financial institutions) partners, diagnosing + troubleshooting bugs, routing problems to the right internal team, and making sure anything escalated to engineering travels with clean, reproducible context that actually gets issues resolved.

Outcomes You’ll Own:
Build the Foundation: Before you can fix anything, you need to understand everything. You'll go deep on the product - admin portal, customer portal, lending workflows, core integrations, and FI configurations - shadowing Implementation PMs on live calls and auditing the current state of support to map where tickets live, who's handling them, and what's quietly falling through the cracks. From there, you'll evaluate the tooling landscape, define the support workflow, and take ownership of the queue - giving Implementation PMs and AMs their time back.
Ship Something Real: This isn't a "strategy first, execution later" kind of role. Within your first few months, you'll launch a v1 knowledge base, establish SLAs, escalation paths, and quality standards, define the tiered handoff with engineering, and create the runbooks and resolution playbooks that keep things moving fast and clean. By the time you've found your footing, you'll have already built things people are actively using.
Scale seamlessly: The goal isn't just to handle more tickets, it's to need fewer of them. You'll partner with Product to evolve the Customer Portal into a true self-service hub, surfacing documents, reports, configuration options, and real-time status so FIs can help themselves before they ever open a ticket. You'll deploy AI-assisted tooling to deflect what's left, and track deflection rates to make sure the content actually stays useful over time.
Measure, Report, Scale: Good support runs on data. You'll deploy the first AI-assisted support tooling, establish baseline KPIs, and stand up a monthly support insights report that gives ops, product, and CS a clear picture of where friction lives. You'll also put together a hiring plan for the first support analyst, grounded in real ticket volume data.

Requirements

• 5+ years in technical support, support operations, or support management in B2B SaaS.
• Experience operating in fintech, payments, digital banking, or core integrations.
• Experience building a support function from scratch (stood up ticketing system, written SLAs, made first hire, scaled it).
• Hands-on experience evaluating and deploying AI-powered support tooling (chatbots, intelligent ticket routing, auto-suggested resolutions, knowledge base automation).
• Experience with B2B2C support dynamics.
• Technical depth to troubleshoot SaaS integrations, API behavior, and configuration issues.
• Ability to read a log, follow a data flow, and ask engineering precise questions.
• Fluency with support platforms (Zendesk, JIRA Service Management, Freshdesk, Salesforce Service Cloud, or similar) and CRM systems.
• Exceptional written communication skills to break down technical issues for non-technical audiences.

Nice To Haves

• HubSpot experience is a plus.
• A builder's mindset: ambiguity energizes you, process gaps are puzzles, and "we've always done it this way" is disliked.
• Ability to adapt fast, question the status quo, explore new ideas, and ask thoughtful questions.

Responsibilities

• Field technical questions from financial institution partners.
• Diagnose and troubleshoot bugs.
• Route problems to the appropriate internal team.
• Ensure escalated issues to engineering have clean, reproducible context.
• Build the entire support operating model from scratch.
• Go deep on the product (admin portal, customer portal, lending workflows, core integrations, FI configurations).
• Shadow Implementation PMs on live calls.
• Audit the current state of support to map ticket locations, handlers, and gaps.
• Evaluate the tooling landscape.
• Define the support workflow.
• Take ownership of the support queue.
• Launch a v1 knowledge base.
• Establish SLAs, escalation paths, and quality standards.
• Define the tiered handoff with engineering.
• Create runbooks and resolution playbooks.
• Partner with Product to evolve the Customer Portal into a self-service hub.
• Deploy AI-assisted tooling to deflect tickets.
• Track deflection rates.
• Deploy AI-assisted support tooling.
• Establish baseline KPIs.
• Stand up a monthly support insights report.
• Put together a hiring plan for the first support analyst.

Benefits

• Competitive compensation includes stock options offered to all employees
• Unlimited Paid Time Off, plus paid holidays, and parental leave
• Flexible hybrid office/work from home philosophy
• 401(k) program available with 50% match up to 5%
• Comprehensive medical, dental and vision insurance coverage with 100% of employee premiums paid for by equipifi and 50% for dependents’ premiums
• Long-term and Short-term disability, as well as term life insurance coverage with 100% of premiums paid for by equipifi

What This Job Offers

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