BetterComp

Customer Support

• Lead and grow the Customer Support team
• Build skill tiers and documented escalation paths
• Own coaching, development, performance management, 1:1s, and growth paths
• Design onboarding, ongoing assessment, and training
• Own Support SLAs, ticket quality, and customer satisfaction outcomes
• Define a repeatable model for high-touch customer engagements
• Report response time, backlog, and CSAT data to Customer Success leadership
• Own and maintain the Help Center and in-product guidance
• Maintain the team's internal AI-assisted search function
• Lead the build of AI-assisted support triage and first-response tooling
• Partner with Implementation, Success, Data Operations, Product, and Engineering
• Bring Support's perspective to company-wide data and process decisions affecting customer experience

Manager, Customer Support