Manager, Customer Support

At BuildOps, we’re building a groundbreaking software solution, purpose-built to support today’s commercial contractor. From helping our customers to manage their service all the way to project management, we’re breaking the mold and building a team that invests in our mission statement. We love driven, self-motivated folks experienced in tech start-ups and thrive in fast-paced environments. Could you be our next hire?

The Manager of Customer Support will oversee a dynamic team of Customer Support Team Leads, ensuring that day-to-day operations run smoothly and efficiently. This role will focus on team management, workforce optimization, training, and improving both internal and customer-facing support documentation. Additionally, this individual will collaborate closely with the Director of Customer Support to drive strategic initiatives, enhance the overall customer experience, and leverage support tools and technology to scale the team as the company grows.

What You’ll Do:

• Team Leadership & Development:
• Manage and mentor a team of up to 5 Customer Support Team Leads, providing ongoing coaching, feedback, and career development.
• Set clear performance expectations and KPIs for the team and individual team leads, monitoring progress and providing support to meet objectives.
• Conduct regular one-on-ones and team meetings to foster a positive, high-performance culture.
• Training & Development:
• Design, implement, and continuously improve a comprehensive training program for new hires and ongoing staff development.
• Partner with Team Leads to identify knowledge gaps and ensure training initiatives address them effectively.
• Regularly assess the effectiveness of training programs through performance metrics and feedback.
• Documentation Management:
• Lead the creation and maintenance of internal documentation, ensuring it is up-to-date, clear, and easily accessible for the support team.
• Oversee the development and optimization of customer-facing documentation (FAQs, knowledge base articles, etc.) to ensure customers have access to accurate, helpful information.
• Collaborate with product, engineering, and other departments to ensure documentation is aligned with product updates and customer needs.
• Customer Experience & Feedback:
• Monitor customer satisfaction metrics (e.g., CSAT, NPS) and work with the team to ensure consistent, high-quality support interactions.
• Investigate and resolve escalated customer issues or concerns, ensuring swift and satisfactory resolutions.
• Collect and analyze customer feedback to provide actionable insights that drive continuous improvement.
• Workforce Management:
• Oversee staffing levels, schedules, and shift planning to ensure optimal coverage and service levels.
• Analyze customer support trends, forecast demand, and adjust workforce strategies accordingly to meet service level goals.
• Collaborate with offshore HR and recruitment teams to ensure the timely hiring of high-quality support team members.
• Process Improvement & Strategy:
• Work closely with the Director of Customer Support to identify and implement initiatives that improve the overall customer experience.
• Proactively analyze support processes, identify inefficiencies, and implement improvements to enhance both team performance and customer satisfaction.
• Regularly review and optimize the use of support tools and technology, ensuring the team is leveraging the best solutions to scale operations responsibly.

What We Look For:

• Experience:
• 5-7 years of experience in customer support or customer success, with at least 2 years in a management role or operations experience.
• Proven experience managing teams of customer support professionals, ideally in a SaaS or technology-focused environment.
• Strong understanding of customer support tools, CRM systems, and knowledge management platforms.
• Skills & Competencies:
• Exceptional leadership skills with the ability to inspire, motivate, and develop a diverse team.
• Strong analytical skills with experience using data to make informed decisions and optimize support operations.
• Expertise in workforce management and scheduling, with a focus on optimizing team capacity.
• Excellent written and verbal communication skills, with the ability to create clear and concise documentation for both internal and customer-facing use.
• A customer-centric mindset with a passion for delivering exceptional service.
• Ability to work cross-functionally with teams such as product, engineering, and sales to drive alignment on customer support initiatives.
• Bonus Qualifications:
• Experience with support automation tools, AI-driven solutions, or chatbots.
• Familiarity with key performance indicators (KPIs) for customer support, such as First Response Time (FRT), Time to Resolution (TTR), and customer satisfaction (CSAT).
• Experience with remote team management and supporting a global customer base.

What we offer:

• $110,000 to $120,000 salary + bonus.
• Generous equity grants- become an owner in our company.
• A comprehensive benefits package.
• Work from home stipend.
• Flexible paid time off.
• This is a hybrid role based in Raleigh, NC. (3 days a week in office) 
• Company events like BBQs and team-building activities, both in-person and virtual, lunch provided for in-office days.
• Talented and motivated team members who care deeply about one another (seriously, everyone is rooting for your success!)
• The chance to get in on the ground floor and build something truly groundbreaking for ourselves and our amazing customers

Who We Are

BuildOps is a fast-paced, high-growth start-up, committed to transforming a $30-billion industry through our all-in-one platform. Leveraging the latest technology, we’re taking commercial contractors from the world of pen and paper operations to digitized, efficient, data-driven business.

Our co-founders have over a decade of experience in both construction and SaaS technology, as well as a resume that includes Stanford, Harvard, Wharton, Cornell, Microsoft, and multiple successful startup exits, including a $1.2 billion acquisition.

BuildOps has raised multiple rounds of funding from some of the largest and most reputable Venture Capital firms, including Founders Fund, Fika Ventures, Siemens Next47, and Greenspring Associates.

Forbes Magazine

“BuildOps is unique because it addresses the problem of efficiency in construction for an often-overlooked audience. Rather than focusing on large projects, or catering to owners, they look to the needs of technician-heavy subcontracting firms working in the commercial space.”

TechCrunch

“The new financing will be used to support the company’s continued growth. BuildOps sells software that integrates scheduling, dispatching, inventory management, contracts, workflow and accounting into a single software package for commercial real estate contractors with staff ranging from a few dozen to several hundred employees.”

Crunchbase

In a statement, [former NFL superstar] Joe Montana noted that his firm (Liquid 2 Ventures) has an investment thesis in supporting America’s working class… “I just love the idea of making their lives far easier and better,” he said. With BuildOps, “you have one solution that does it all and talks seamlessly to every single part of their business from parts to ordering to inventory and more.”

Wall Street Journal [Paywall]

BuildOps, the Santa Monica, California, startup that provides software for real estate subcontractors was seeded with $5.8 million in funding from investors including Fika Ventures, MetaProp VC, Global Founders Capital, CrossCut Ventures, TenOneTen, IGSB, 1984 Ventures, Liquid 2 Ventures and Ground Up Ventures.