Vanilla Technologies
Senior Manager, Customer Support
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Job Description
- Req#: 2fc13c74-b7a2-4fc9-9c35-baf9e20ad4ef
Employer Industry: AI-Powered Estate Planning Solutions
Why consider this job opportunity:
- Salary up to $160,000
- Performance-based bonus and equity included in compensation packages
- Flexible paid time off policy along with 10 company-wide paid holidays
- Comprehensive medical, dental, and vision benefits for employees and their families
- Opportunities for professional development and home office setup budget
- Parental leave policy offering 4 weeks for all full-time employees and up to 12 weeks for birthing parents
What to Expect (Job Responsibilities):
- Establish clear, tiered support models aligned to customer complexity and value
- Implement operational rigor across SLAs, escalation pathways, and performance management
- Build structured feedback loops between Support, Product, and Engineering to reduce systemic friction
- Launch a scalable self-service and knowledge strategy to increase deflection and consistency
- Position Support as a key retention lever by collaborating with Customer Success to identify risk signals
What is Required (Qualifications):
- 6+ years of SaaS Support or Customer Operations leadership experience
- Proven experience building and scaling support functions in high-growth environments
- Strong people leadership skills with a track record of developing high-performing teams
- Demonstrated success in reducing structural customer effort and addressing systemic friction
- Deep expertise in knowledge management systems and scalable self-service strategy
How to Stand Out (Preferred Qualifications):
- Strong cross-functional partnership experience with Product and Engineering
- Experience designing segmented support models aligned to customer needs and business economics
- Familiarity with AI and automation tools within modern Support environments
- Executive presence paired with strong operational rigor and data-driven decision-making
#AI #EstatePlanning #CustomerSupport #SaaS #CareerOpportunity #LeadershipRole
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