Manager, Customer Support at Dealpath

<p><span style="font-size: 12pt;">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.</span></p> <p><span style="font-size: 12pt;">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.</span></p> <h2><span style="font-size: 12pt;"><strong>What You'll Do</strong></span></h2> <h3><span style="font-size: 12pt;"><strong>Build the customer support strategy and program</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Define Dealpath's customer support strategy from a blank slate—support channels, coverage model, ticket taxonomy, prioritization framework, and service-level commitments.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Establish the operating model for support: intake, triage, routing, escalation paths, and resolution ownership across the customer lifecycle.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">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).</span></li> </ul> <h3><span style="font-size: 12pt;"><strong>Stand up tooling, processes, and SLAs</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Evaluate, select, and implement a modern support platform (e.g., ticketing, help desk, knowledge base, and reporting), migrating off the current [email protected] and CSM-email model.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">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.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Author the support playbooks, macros, and documentation that drive fast, consistent, high-quality responses.</span></li> </ul> <h3><span style="font-size: 12pt;"><strong>Run day-to-day support operations</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Own the queue: personally triage and resolve customer inquiries with speed, accuracy, and empathy while the team is being built.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Manage escalations end-to-end, driving resolution plans and clear communication that protect customer trust.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Monitor volume and trends, identify recurring issues, and feed insights back into Product, Engineering, and the knowledge base to reduce future tickets.</span></li> </ul> <h3><span style="font-size: 12pt;"><strong>Partner cross-functionally to resolve and prevent issues</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Work closely with Customer Success and Implementation to ensure seamless handoffs and a unified customer experience.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Partner with Product and Engineering to route, prioritize, and resolve product escalations, and to advocate for fixes that reduce customer friction.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Relay customer feedback and support trends to leadership to inform product, process, and prioritization decisions.</span></li> </ul> <h3><span style="font-size: 12pt;"><strong>Hire, coach, and scale the team</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Build the case for and lead hiring as ticket volume and complexity grow, defining roles, ramp, and enablement for the support team.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Coach and develop support team members, setting clear expectations and building a high-feedback, customer-first culture.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Create the operating rhythms (queue reviews, QA, performance reviews, best-practice sharing) that keep support effective and consistent as it scales.</span></li> </ul> <h3><span style="font-size: 12pt;"><strong>Required Qualifications</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Bachelor's degree or higher.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">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.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">3+ years of people management experience, including hiring, developing, and leading a support team</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Demonstrated experience building or significantly maturing a support function—standing up tooling, defining SLAs, and creating repeatable processes where little existed before.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Hands-on comfort personally resolving customer issues while also building the program around them.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience implementing and administering support tooling (e.g., Zendesk, Intercom, Freshdesk, or similar) and knowledge base/help center platforms.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Strong written and verbal communication skills, including comfort communicating with customers and presenting to senior executive audiences.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Demonstrated ability to manage ambiguity, problem-solve, and drive outcomes in a fast-paced, early-stage environment.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Close attention to detail and accuracy; strong proficiency in Excel / Google Sheets and data-driven decision-making.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Ability to effectively partner and collaborate with technical and non-technical colleagues.</span></li> </ul> <h3><span style="font-size: 12pt;"><strong>Nice to Have</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience building and scaling a customer support program from 0 to 1.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience servicing commercial real estate firms, asset managers, private equity, private credit, or investment managers; commercial real estate background.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Familiarity with SQL, Salesforce, Asana, Gong, and AI tools, including AI-assisted support and deflection.</span></li> </ul> <p><span style="font-size: 12pt;"><strong>The Perks &amp; Culture:</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Medical, dental, and vision insurance.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Health Savings Account (HSA) &amp; Flexible Spending Account (FSA) options.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">401(k) retirement plan.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Paid Parental Leave.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Flexible Time Off (FTO) policy.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Commuter benefits program.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Monthly wellness reimbursement to support physical and mental well-being.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Hybrid Work Policy, 3 days in office</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Base salary: $109,800–$133,200&nbsp;</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Eligible for variable incentive compensation.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">This position is also eligible for Dealpath's equity plan.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">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.</span></li> </ul> <p><span style="font-size: 12pt;"><strong>About Dealpath:</strong></span></p> <p><span style="font-size: 12pt;">Dealpath is the world's largest and most trusted AI-powered operating system for real estate investing. To date, the platform has powered more than $10 trillion in transactions, partnering with hundreds of firms, including leading global institutions such as Blackstone, Nuveen, LaSalle, CBRE IM, MetLife, Newmark, New York Life, UBS, Manulife, DWS, and Principal.</span></p> <p><span style="font-size: 12pt;">By bringing together the only private exchange for institutional real estate listings, investment data, and intelligent execution workflows into a single platform, Dealpath enables firms to capture more opportunities, make faster decisions, execute efficiently, and deliver superior returns.</span></p> <p><span style="font-size: 12pt;">Our company is led by an experienced team and backed by a combination of top tier venture capital firms and strategic industry partners including: Blackstone, Nasdaq, 8VC, JLL Spark, WTI, GreenSoil Investments, LeFrak, Milstein, Bechtel, and Morgan Stanley Expansion Capital.</span></p> <p><span style="font-size: 12pt;">We value your voice! If you get excited about solving real business challenges and working closely with other smart folks in a winning culture — we'd love to meet you!</span></p> <p><span style="font-size: 12pt;"><strong>Interview Process Notice</strong></span></p> <p><span style="font-size: 12pt;">Dealpath conducts interviews via video conference. To support our interviewers with accurate note-taking, we may use AI-assisted transcription tools during your interview sessions. By participating in the interview process, you acknowledge that interviews may be recorded or transcribed using these tools for note-taking purposes only. Transcripts are used solely for internal evaluation and are not shared outside of the hiring team.</span></p>