Customer Support Manager (SaaS)

TL;DR

Customer Support Manager (SaaS): Leading and scaling a high-performing support organization for a waste and recycling vertical SaaS platform with an accent on white-glove customer experience, tiered support models, and operational efficiency. Focus on building escalation frameworks, automating repetitive tasks using AI, and developing a team of support representatives into high-tier contributors.

Location: Hybrid in New York City (minimum 3 days/week in office)

Salary: $115,000 - $125,000 annually

Company

Early-stage venture-backed vertical SaaS company modernizing the waste and recycling industry.

What you will do

• Manage and coach a support team, establishing KPIs such as CSAT and resolution time and creating career development plans.
• Design and implement a tiered support model (Tier 1/2) and maintain comprehensive SOPs and playbooks.
• Own complex escalations and manage out-of-service-hours coverage and on-call rotations.
• Drive automation using AI tools like Intercom to measurably reduce manual ticket volume.
• Analyze support trends to provide actionable insights for Product and Engineering teams.
• Build and maintain a self-service knowledge base and collaborate on seamless customer handoffs.

Requirements

• 5–8 years in customer support, with 2–3+ years of direct people management experience.
• Proven experience building or scaling support functions and escalation frameworks from scratch.
• Experience in B2B SaaS, preferably within vertical SaaS or industry-specific software.
• Must be based in or able to work from New York City (Hybrid).
• Hands-on experience implementing AI or automation in a support context.
• Proficiency with support platforms such as Zendesk, Intercom, or Freshdesk.

Nice to have

• Background in waste management, logistics, or municipal services.
• Experience with tools like Aircall or Fathom.
• Experience writing large-scale internal playbooks and documentation.

Culture & Benefits

• Company-paid medical, dental, and vision coverage.
• 401k retirement plan.
• Flexible time off.
• Opportunity to have a significant impact in a critical industry within a mission-driven team.
• Inclusive culture celebrating individuality and diverse perspectives.