Dealpath Director of Customer Success at Dealpath builds and scales the customer support function from strategy to daily operations. The role includes designing support systems, managing escalations, and hiring and coaching the support team.
Responsibilities
Build the customer support strategy and program
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 deflection).
Stand up tooling, processes, and SLAs
Evaluate, select, and implement a modern support platform (e.g., ticketing, help desk, knowledge base, and reporting), migrating off the current support@dealpath.com and CSM-email model.
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.
Author the support playbooks, macros, and documentation that drive fast, consistent, high-quality responses.
Run day-to-day support operations
Own the queue: personally triage and resolve customer inquiries with speed, accuracy, and empathy while the team is being built.
Manage escalations end-to-end, driving resolution plans and clear communication that protect customer trust.
Monitor volume and trends, identify recurring issues, and feed insights back into Product, Engineering, and the knowledge base to reduce future tickets.
Qualification
Bachelor's degree or higherClose attention to detail and accuracyFamiliarity with SQLThe Perks & CultureMedical401(k) retirement planPaid Parental Leave
Required
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.
Preferred
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.
