# Manager, Customer Support at Dealpath

> United States · Manager · Other · open. Source: https://alderhq.app/jobs/greenhouse%3Adealpath%3A8259316 (read 2026-11-10).

## Facts (observed)

- Company: [Dealpath](https://alderhq.app/companies/dealpath)
- Location text: New York City, New York; New York City
- Where it can be done from (inferred): United States (evidence: "Location: New York City, New York; New York City")
- Posted: 2026-10-06 (35 days ago)
- First seen by alder: 2026-11-07 · last verified: 2026-11-07
- Reposted: 0 times · edited: 0 times
- Apply on the employer's site: https://www.dealpath.com/job-post/?gh_jid=8259316

## Pay and sponsorship

- Posted pay: not posted
- Market band for similar posted roles (New York, n 1079): p25 $120k, median $150k, p75 $178k

## Description (the employer's text)

Dealpath is hiring a Manager, Customer Support to build our Customer Support function from the ground up—defining the strategy, standing up the program, and running the day-to-day operation. You will design and operationalize the systems, processes, and metrics that turn support into a scalable, measurable, and consistently excellent customer experience.

This is a builder's role for someone who is customer-obsessed, operationally rigorous, and energized by creating structure where none exists. You will start hands-on—triaging and resolving the ~10–20 tickets we receive each day—while simultaneously designing the tooling, SLAs, and playbooks that support scale, and hiring the team to run it as volume grows.

### What You'll Do

### Build the customer support strategy and program

- Define Dealpath's customer support strategy from a blank slate—support channels, coverage model, ticket taxonomy, prioritization framework, and service-level commitments.
- Establish the operating model for support: intake, triage, routing, escalation paths, and resolution ownership across the customer lifecycle.
- Create the roadmap to evolve support from a reactive inbox into a proactive, self-service-enabled function (knowledge base, help center, in-app support, and deflection).
### Stand up tooling, processes, and SLAs

- Evaluate, select, and implement a modern support platform (e.g., ticketing, help desk, knowledge base, and reporting), migrating off the current support@dealpath.com and CSM-email model.
- Define and instrument SLAs and success metrics—first response time, resolution time, CSAT, backlog, and reopen rate—and build the dashboards leadership needs to track them.
- Author the support playbooks, macros, and documentation that drive fast, consistent, high-quality responses.
### Run day-to-day support operations

- Own the queue: personally triage and resolve customer inquiries with speed, accuracy, and empathy while the team is being built.
- Manage escalations end-to-end, driving resolution plans and clear communication that protect customer trust.
- Monitor volume and trends, identify recurring issues, and feed insights back into Product, Engineering, and the knowledge base to reduce future tickets.
### Partner cross-functionally to resolve and prevent issues

- Work closely with Customer Success and Implementation to ensure seamless handoffs and a unified customer experience.
- Partner with Product and Engineering to route, prioritize, and resolve product escalations, and to advocate for fixes that reduce customer friction.
- Relay customer feedback and support trends to leadership to inform product, process, and prioritization decisions.
### Hire, coach, and scale the team

- Build the case for and lead hiring as ticket volume and complexity grow, defining roles, ramp, and enablement for the support team.
- Coach and develop support team members, setting clear expectations and building a high-feedback, customer-first culture.
- Create the operating rhythms (queue reviews, QA, performance reviews, best-practice sharing) that keep support effective and consistent as it scales.
### Required Qualifications

- Bachelor's degree or higher.
- 5–8 years of experience in customer support, technical support, or customer operations at a SaaS or technology company, including experience owning support processes and metrics.
- 3+ years of people management experience, including hiring, developing, and leading a support team
- Demonstrated experience building or significantly maturing a support function—standing up tooling, defining SLAs, and creating repeatable processes where little existed before.
- Hands-on comfort personally resolving customer issues while also building the program around them.
- Experience implementing and administering support tooling (e.g., Zendesk, Intercom, Freshdesk, or similar) and knowledge base/help center platforms.
- Strong written and verbal communication skills, including comfort communicating with customers and presenting to senior executive audiences.
- Demonstrated ability to manage ambiguity, problem-solve, and drive outcomes in a fast-paced, early-stage environment.

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Data: alder (https://alderhq.app). Cite https://alderhq.app/jobs/greenhouse%3Adealpath%3A8259316 and the date you read it. Observed facts come from the employer's own listing; location reach, level, family and skills are inferences.