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Making Estate Planning Simple for Financial Advisors. Built for advisors, loved by clients.
Senior Manager, Customer Support
Location
California + 16 moreAll locations: California | Colorado | Connecticut | Florida | Idaho | Illinois | Kentucky | New Jersey | New York | Ohio | Massachusetts | Minnesota | Pennsylvania | Texas | Utah | Virginia | Washington
Posted
75 days ago
Salary
$135K - $160K / year
Seniority
Senior
Job Description
Senior Manager, Customer Support
Vanilla
• Establish clear, tiered support models aligned to customer complexity and value • Implement operational rigor across SLAs, escalation pathways, QA, and performance management • Build structured feedback loops between Support, Product, and Engineering that reduce systemic friction • Launch a scalable self-service and knowledge strategy that increases deflection and consistency • Improve measurable Support contribution to retention and expansion • Ensure Support operations scale predictably alongside company growth • Strengthen support operations through scalable processes, clear escalation models, quality standards, root cause analysis, and strong accountability mechanisms • Reduce customer effort by identifying recurring friction patterns and systemic ticket drivers • Partner with Product and Engineering to resolve high-impact issues and implement structured, data-driven feedback loops with measurable reduction targets • Build and scale a self-service and knowledge strategy, owning knowledge base architecture, governance, and quality standards • Design scalable troubleshooting workflows that improve resolution speed and consistency • Architect segmented support models that align service levels to customer needs and unit economics, ensuring efficient and strategic resource allocation • Position Support as a key retention lever by partnering with Customer Success to identify risk signals, establish proactive intervention triggers, and improve early-lifecycle experience consistency • Deploy AI-assisted support capabilities strategically, balancing efficiency gains with customer experience and quality • Manage outsourcing partners against clearly defined performance and quality standards • Build a culture of ownership and execution through clear accountability expectations, disciplined operating rhythms, and strong cross-functional coordination
Job Requirements
- 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 coaching, developing, and holding high-performing teams to clear standards
- Demonstrated success reducing structural customer effort and addressing systemic friction
- Deep expertise in knowledge management systems and scalable self-service strategy
- 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
Benefits
- Flexible paid time off policy and 10 company-wide paid holidays
- Parental leave, 4 weeks for all full-time employees and up to 12 weeks for birthing parents
- Medical, dental, and vision benefits coverage for employees and their families
- 401K eligibility after one month of employment
- Free estate planning documents
- Budget for learning & development and home office setup
- Paid parking or transit for hybrid and in office employees
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