layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

LAYIQ - Manager, Customer Support at dealpath, New York City, NY

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.
Close attention to detail and accuracy; strong proficiency in Excel / Google Sheets and data-driven decision-making.
Ability to effectively partner and collaborate with technical and non-technical colleagues.
Nice to Have
Experience building and scaling a customer support program from 0 to 1.
Experience servicing commercial real estate firms, asset managers, private equity, private credit, or investment managers; commercial real estate background.
Familiarity with SQL, Salesforce, Asana, Gong, and AI tools, including AI-assisted support and deflection.
The Perks & Culture: Medical, dental, and vision insurance.
Health Savings Account (HSA) & Flexible Spending Account (FSA) options.
401(k) retirement plan.
Paid Parental Leave.
Flexible Time Off (FTO) policy.
Commuter benefits program.
Monthly wellness reimbursement to support physical and mental well-being.
Hybrid Work Policy, 3 days in office
Base salary: $109,800–$133,200
Eligible for variable incentive compensation.
This position is also eligible for Dealpath's equity plan.
Your compensation will be based upon several factors including your experience, qualifications, education, location, and the skills assessed in Dealpath's interview process. Your actual compensation will be confirmed in writing at the time of offer.

Manager, Customer Support

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