Manager, Customer Support

Build the customer support strategy and program

Stand up tooling, processes, and SLAs

Run day-to-day support operations

Partner cross-functionally to resolve and prevent issues

Hire, coach, and scale the team

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.
• About Dealpath:
• 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.
• 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.
• 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.
• 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!
• Interview Process Notice
• 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.