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.

Requirements

• 5+ years in technical support, support operations, or support management in B2B SaaS - operating in fintech, payments, digital banking, or core integrations.
• Experience building a support function before - stood up the ticketing system, written the SLAs, made the first hire, and scaled it.
• Hands-on experience evaluating and deploying AI-powered support tooling: chatbots, intelligent ticket routing, auto-suggested resolutions, and knowledge base automation.
• Experience with B2B2C support dynamics.
• Technical depth to troubleshoot SaaS integrations, API behavior, and configuration issues.
• Fluency with support platforms (Zendesk, JIRA Service Management, Freshdesk, Salesforce Service Cloud, or similar) and CRM systems.
• A builder's mindset: ambiguity energizes you, process gaps are just puzzles waiting to be solved.
• Exceptional written communication skills.

Nice To Haves

• HubSpot experience is a plus.

Responsibilities

• Build the Foundation: 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. Evaluate the tooling landscape, define the support workflow, and take ownership of the queue.
• Ship Something Real: 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.
• Scale seamlessly: Partner with Product to evolve the Customer Portal into a true self-service hub, surfacing documents, reports, configuration options, and real-time status. Deploy AI-assisted tooling to deflect tickets and track deflection rates.
• Measure, Report, Scale: Deploy the first AI-assisted support tooling, establish baseline KPIs, and stand up a monthly support insights report. Put together a hiring plan for the first support analyst, grounded in real ticket volume data.

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: Mid Level
• Education Level: No Education Listed