Dealpath has pioneered and established the Real Estate Deal Management industry by creating the leading intelligent software solution for investment management firms, empowering faster, more informed investment decisions and connections throughout the deal... Backed by 8VC.
About the role
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. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 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
More about this role
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.
- 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...
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