Role Summary & Scope

Our Customer Support team is the front door for every lender, owner, general contractor, and vendor who uses Built. This team is at the beginning of a major transformation: we’re building AI-powered support from the ground up — installing auto-resolution, standing up deflection workflows, and fundamentally changing how cases are handled. The humans on this team will shift from volume handling to harder problem-solving, knowledge gap closure, and making the AI system smarter with every case.

We’re hiring a Senior Manager of Customer Support to own the performance and development of this team through that transition. This is a people leadership role first - you’ll manage a team of escalation handlers, an L1 team lead, and an AI systems lead, and you’ll be accountable for the metrics, the culture, and the growth trajectory of every person on your team. You’ll also own the cross-functional relationships that keep support tightly connected to Client Success, Marketplace Operations, Implementation, and Product, Design & Engineering.

The role reports directly to the Director of Operations. If you want to lead a team that’s building what modern B2B support looks like, this is the job.

What You’ll Do

Own Team Performance

• You are accountable for CSAT, first-contact resolution, SLA achievement, L1 escalation rate, and AI auto-resolution rate. These aren’t dashboards you glance at — they’re outcomes you drive.
• Stand up AI auto-resolution from zero. Today, every case reaches a human. You’ll partner with the AI Systems Lead to install deflection workflows, build the feedback loop between human agents and the AI, and drive toward meaningful auto-resolution rates.
• Drive SLA achievement toward near-100% as AI tooling comes online. AI handles the volume; your team handles the complexity. The combination should mean customers almost never wait.

Lead and Develop Your People

• Directly manage the L1 Team Lead, escalation handlers (L2/L3), and the AI Systems Lead. Run regular 1:1s. Set clear expectations. Hold people accountable and invest in their growth.
• Drive the people development agenda for the team, especially at the L1 level. As AI takes over routine case volume, the traditional L1 role will phased out. The L1s on this team need to grow into more capable problem-solvers — building deeper product expertise, developing diagnostic skills, and becoming subject-matter experts who can handle the cases AI can’t. You own that development path.
• Help your team understand where their roles are going and build the skills to get there. The shift from volume handling to expert-level resolution is a significant change — your job is to make it a growth opportunity, not a disruption.
• Create a team environment where high performers are recognized, underperformance is addressed directly, and everyone has a clear sense of what good looks like.

Own Cross-Functional Relationships

• Serve as the primary point of contact between Customer Support and Client Success, Marketplace Operations, Implementation, and Product, Design & Engineering. Ensure handoffs are clean and nothing falls through the cracks.
• The PD&E relationship is constant. Bug tickets flow from your team to engineering. Voice-of-customer insights and product ideas surface through your team to product and design. You own the process that makes both of those loops reliable and high-signal.
• As Built’s support scope expands, absorbing workflows like billing exceptions and inspector reassignments from Marketplace Operations, partner with the Director of Operations to bring new work into the team without breaking what’s already working.
• Advocate for the team with senior leadership. Surface headcount needs, tooling gaps, and PD&E requests with clear business justification.

What Success Looks Like

• Continually improving CSAT scores with SLA achievement approaching near-100% as AI tooling is deployed.
• High first-contact resolution rate and declining L1 escalation rate across all product lines.
• AI auto-resolution stood up from zero and delivering measurable deflection, with a clear trajectory toward scale — without degrading human support quality.
• A reliable, high-signal feedback loop with PD&E: bug tickets are clean and actionable, VOC insights are surfaced consistently, and product ideas from the support floor reach the right people.
• A well-developed, accountable team where people are growing, expectations are clear, and performance conversations happen in real time — not just during review cycles.
• Smooth cross-functional operations with Client Success, Marketplace Operations, Implementation, and PD&E — no dropped handoffs, no ambiguity about who owns what.

Skills & Experience

What We’re Looking For

• Proven experience managing a customer support or customer-facing operations team — not just coordinating work, but owning team performance and developing individuals.
• Track record of accountability: you’ve managed to metrics (CSAT, SLA, FCR, escalation rate, or similar), diagnosed problems when numbers moved, and driven improvement.
• Experience leading through change — whether that’s a shift in team scope, a new toolset, or a transition in how work gets done. You don’t just absorb change; you help your team navigate it.
• Strong cross-functional instincts, especially with engineering and product teams. You know how to manage a bug ticket pipeline, surface customer insights to product, and keep handoffs clean across organizational boundaries.
• Direct, clear communication. You can advocate for your team with senior leadership, deliver tough feedback to a direct report, and write a crisp status update — all in the same day.
• Comfort operating in a B2B SaaS environment. Experience in construction finance, lending, or fintech is a strong plus but not required.

Nice to Have

• Familiarity with AI-assisted support workflows (chatbots, copilots, auto-resolution systems) and an informed perspective on how AI changes the support operating model — especially standing it up for the first time.
• Experience with knowledge base management as a lever for deflection and support quality.
• Background in construction finance, lending operations, or a related regulated industry.
• Experience managing the support-to-engineering feedback loop: bug triage, VOC programs, or product insight reporting.

Built’s salary range for this position is $140,000-$200,000 USD per year. The pay range is designed to accommodate upward mobility in the role, therefore it encompasses the full span of proficiency levels for this role and we believe that the midpoint of the range is competitive in the market. Salary is just one component of Built's total compensation package for employees. Your total rewards package at Built will include equity, top-notch medical, dental and vision coverage, an unlimited PTO policy, and other benefits.